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If you’re here, it’s because you want to provide the best possible service to your customers and you’re looking for ways to do that. You’ve come to the right place. We have all the information you could possibly need to set you, your employees, and your company up for success.
In this article, we’re going to be discussing the importance of field service management and how you can optimize your field service team and employ field service management best practices to ensure optimal use within your company.
But before we get started on our essential guide to field service management, we must first look at what exactly field service is and why your business needs it.
What is Field Service?
Field service is the term used to describe work performed by your employees out in the field. That is to say, not on company property or in the office. For example, Best Buy’s Geek Squad is a field service team.
A company typically needs to dispatch a field service worker to a specific location, such as a customer’s home or place of business, to repair, install, sell, or maintain equipment. A field service technician is usually someone who has a specific skill and can deliver specialized services to clients.
According to Skedulo, though we tend to think of field service workers as electricians or cable/internet technicians, the world of field service has been evolving over the last few years to include a huge range of services. “In fact, 80% of the world’s workforce is now deskless, and field service has expanded into education, healthcare, hospitality, and beyond.”
Why is Field Service Management?
Field Service Management is the process of managing your field service workers or technicians to deliver the best possible in-person service they can. Typically, field service management is done through software so that you can quickly identify a customer need and deploy a field service worker to their place of residence or business as quickly and efficiently as possible.
According to ServiceMax, there are four field service management best practices that every company who uses field service workers should employ.
1. Identify and document problems:
Even if your field service team is running smoothly, that’s not to say there isn’t always room for improvement. The best companies keep an ear to the ground so that they can easily identify any problems within their field service team and aim to fix or improve them. Allow your field service team the room to tell you what they feel could be improved. They’re the ones on the ground, after all. If you actively listen and hear them, it will go a long way to achieving happy, loyal employees.
2. Empower your field workers:
If you’re here reading this, chances are you’ve got field service workers. They are one of your most valuable assets. It’s important that you empower them to deliver the best service possible to your clients. To do this, you have to ensure that they have the proper training and most up-to-date tech that they need to do their job properly and efficiently. By empowering your field workers, you are empowering your business as a whole.
3. Listen to your customers:
At the top of the list of important best practices for field service management, says ServiceMax, is customer feedback. Your clients and customers are highly unlikely to mince words, so listening to their feedback is key to improving and empowering your field service workers.
4. Respect your loyal customers:
Chances are you are not the only company on the market that offers the same type of products or services as you do. If you don’t respect your loyal customers, it won’t be difficult for them to pack up and go to one of your competitors. Therefore, it’s good practice to implement some type of customer loyalty program that will keep your clients happy, coming back, and referring new customers to you. Loyal customers can affect your bottom line, so keep them happy.
The Benefits of Field Service Management:
There are many benefits to field service management. First and foremost, however, is that it allows you to optimize your field service team and workflow, which decreases delays, miscommunications with customers, and inconsistent service. Reducing these things means better service for your customers, which leads to greater customer loyalty and satisfaction.
Three other benefits of field service management include maximizing your resource effectiveness, maximizing your operational efficiency, and increasing your service revenue. Let’s take a deeper dive into all three of these.
1. Maximize resource effectiveness:
When you employ field service management, it gives you a complete view of all of your data, including your resources. When everyone on your team is using the same field service management software or system, it allows them to collaborate to identify potential problems before they even start. This maximizes the efficacy of your resources by increasing your uptime, improving your repair or service rate, and empowering your field service team (which, arguably, is your most important resource).
2. Maximize operational efficiency:
As with the former benefit, when your entire team is using the same system, it allows you to maximize your operational efficiency by allowing them to identify needed repairs earlier in the lifecycle of the asset. It also ensures that the right technician or field service worker is dispatched to the job so that they can provide the proper service depending on the skills of each technician. As well, it gives your team members the proper support they need to provide the best service possible.
3. Increase service revenue:
Not only does a proper field service management solution reduce your field service costs by using data to ensure that maintenance tasks are completed “in the most effective and efficient manner,” says IBM, but it can also help to increase your revenue. When your field service team is working effectively and efficiently, they can get jobs done faster, which leaves room to increase their fieldwork, thus increasing your revenue. And when the customer or client is satisfied with your service, they’ll recommend you to others in their field. More clients equal more sales equals more revenue.
What is Field Service Management Software?
Field service management software is an application or applications used by businesses to track and manage the performance of their field service workers outside of company property. It helps to manage your field service workers’ activity by allowing you to schedule appointments and assignments and track the availability of your technicians, tools, equipment, and parts through a single system.
It also allows you to notify your field service techs about new appointments or cancelled assignments, watch their progress in real-time, act as a GPS to alert them to the best route to an appointment to lower fuel costs, and generate performance reports, among other things.
Field service management software enables your technicians to use their smartphones or tablets while on the road to update their info in real-time and connect with both customers and their colleagues back at the office.
Choosing The Right Field Service Management Software
There are numerous field service management solutions on the market today. So choosing the one that best suits your company can be a daunting task. In the end, it all depends on what you plan to use it for and what your company’s needs are.
The Business Development Bank of Canada provides a jumping off point on their website to compare and contrast just a few of the field service management software companies out there.
There are a few things to consider before choosing your field service management software. This list isn’t exhaustive, but it will help you narrow down what it is you need and what you’ll use the software for.
- Scheduling and dispatching
- Mobile app
- Map integration
- Electronic signatures
- Customer database
- Work orders
Once you’ve concluded what it is you plan to use the software for, you’ve taken the first step to decide which field service management software to go with.
Reward Your Field Service Staff To Prospect For New Business With Wingmate
Field service isn’t just about your technicians going to an assignment and doing their job. You want to empower your mobile workers to be able to spot potential prospects and sell them to your business. If other companies are seeing how professional, efficient, and friendly your field staff is, they will want to get on board as well.
With Wingmate, you can empower your field service staff to prospect for new business and ultimately, increase your revenue. Let us help your business and field service grow. Visit our website for more information and to request a demo.
Now that you’ve read our essential guide to field service management, and have educated yourself and your team on field service management best practices, it’s time to employ a software solution to help your mobile team grow and thrive.
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