From manual control of mobile workers to field service management software FSM
How do you migrate from manual control of mobile workers to Field Service Managenet (FSM) software?
Field Service Managenet (FSM) is software that helps the company coordinate the work of field workers.
Unfortunately, there is often a low level of customer satisfaction in the field service industry. And customer satisfaction is the most important component of any service business.
The main priority of the service organization is to make sure that customers are so satisfied with your goods and services that they would recommend you to their friends.
What are the most common customer complaints about the service?
1.not solving the problem from the first visit or a complete inability to solve the problem at all
Waiting for the appointment of a specialist longer than the expected time
Late or postponed visit
Good news?
Every Complaint is an Opportunity for You to Improve Field Service Management (FSM)!
Benefits of FSM software
Service organizations managing field staff often suffer from communication difficulties, understaffing, and inadequate technical skills. This trinity is due to outdated practice and inability to scale manual processes. To overcome these challenges, service organizations need specialized IT tools to help improve processes.
This is where Field Service Management (FSM) software comes in.
When used correctly, modern FSM software solves all of these problems. For many companies, switching to FSM software can seem overwhelming at first. But once implemented, this is a great way to ditch spreadsheets, instant messengers, manual tracking of personnel, optimize processes and successfully mobilize your business.
Follow the guidelines below to make the transition from manual field service control to FSM software as painless as possible.
Select software
By identifying the areas that need improvement, you can determine exactly what features of the software will help you with this. Functionality varies by vendor, but a good FSM system should have at least the following features:
- take into account customer data, be able to register malfunctions and manage requests in relation to service objects and, if required, equipment being repaired
- Plan the work schedules of field personnel, help control employees on the map, collect geo-positions and help manage operational work: collect movement history, keep track of working hours, collect information on work performed and make it possible to work without papers and trips from the fields to the office
- to provide mobile employees with a functional mobile application that allows them to work fully without access to the Internet (and not only view applications) and have all the information required to perform work on a smartphone. In fact - the workplace of a field employee in a mobile phone
- provide a mobile application for clients, from where they can conveniently submit applications, communicate with the service and coordinate work
- Integration with warehouse, accounting and other back office systems.
- Collect the entire operational process into a digital twin based on FSM, and in the process of work digitize indicators in the background and display them for management in informative dashboards (electronic business control panels). This will help to establish and put on the conveyor the processes of continuous improvement of the service.
- Calculate KPIs, service level indicators, evaluate the work of personnel and parameters of the company's performance.
Next, make a preliminary list of suppliers that meet your criteria and test drive them with them. Once you've decided which one is best for your business, it is time to implement a streamlined workflow and ensure it is executed with software. We recommend that you pay attention to this software https://fieldcomplete.com/industries/hvac
Start with a pilot to help you understand the bottlenecks in the automated process. On the pilot, identify points that you might have missed, or vice versa, remove features that you don't really need. Once you are successful in the pilot, move on to scaling across your organization.