How to choose a best field service management software
December 22, 2021
Technology is always changing and expanding, bringing with it new trends and phrases. In comparison to Field Service Management (FSM), business mobile workforce maintenance and management is a newer business category, and its growth will reflect how the way businesses deliver services to consumers and customers has changed as a result of innovations and creations in the latest trends and technology, such as androids and smartphones, as well as changing customer or prospect preferences.
In the process of implementing an FSM system a company might require a significant amount of time and money — at least at first. During this period, it is critical for the firm to remember that comparing different systems and making a selection based on the outcomes of those comparisons is a smart idea. The benefits of a well-chosen FSM system are numerous. There are several factors to consider while selecting the perfect one, all of which might have an impact on the overall product. The organisation should devote time to researching several possibilities so that they may select the best one for their purposes.
1. Recognize your company’s requirements
It’s easy to get caught in field service management software’s grandiose, jargon-filled boasts.
Talking to field service executives, helpdesk personnel, delivery, and supply chain partners is the greatest method to understand your genuine company demands. Because these are teams that will be talking with one another via various platforms that aren’t compatible. Involving people in your decision-making will clear the air on needed features, gaps that must be addressed, and bottlenecks that must be identified.
If a field service management software doesn’t include a mobile option, it’s useless. Technicians may gain real-time access to work details including service requests, billing information, etc. with smart mobile service. It would be beneficial if you looked into features like in-field triage and scheduling adjustments based on domain expertise, parts availability, and proximity. Allowing professionals this level of openness can help you boost your first-time fix rate and maintain clients. Work orders and fill updates should be able to be completed even if the programme is unavailable due to lack of internet connectivity.
After this, it’s now up to you to utilise the features and functions of an FSM software as benchmarks when choosing the best field service management software.
3. Feature to organize field teams and volunteer groups
If your company provides a variety of services, make sure the field service management software you choose allows you to divide them into service groups based on technicality and technician skill. For example,’replacing machine components’ may have its own group of field technicians, while ‘regular service’ could have its own group. This feature will assist you in creating well-defined roles, allocating the appropriate resources to relevant field activities, and effectively managing your personnel.
4. Omnichannel assistance to get a 360-degree perspective of your customers
Field service management necessitates collaboration between customer service representatives and field service executives. Collaboration is challenging in traditional systems since information is difficult to convey between agents and technicians. A contemporary field service management software, on the other hand, gives the entire context about a customer’s dialogues across several channels in a single view. To cooperate, customer care representatives and field service professionals no longer have to switch between several tools or windows.
5. Scheduling and appointments with a single tap depending on agent availability
A clear field agent calendar would be provided by the ideal field service management software, allowing field agents to allocate assignments conscientiously and without scheduling conflicts. Aside from automatic routing, helpdesk agents should be able to override tasks and allocate them to the most qualified and available agent based on expertise and geography.
It should be as easy as dragging and dropping assignments into the calendars of the agents.
Various types of field trips might have different SLAs.
Along with the benefits listed above, the security of cloud-hosted software, access to consolidated information, smart scheduling capabilities, and extensive reporting and analytics not only make agents’ work simpler, but they also improve customers’ whole digital experience.
The correct field service management software can help you succeed in your organisation.
By choosing the proper solution, you may increase your field service agents’ mobility, streamline operations, and remove the laborious paperwork that comes with large orders.
Well, Fieldy has it all. To know more about its capabilities, feature availability and more, reach out to us right away.