It is not an easy task to manage a field service operation. In fact, technicians’ availability, equipment, and customers’ needs are always a balancing factor that has to be met. When something like a work order, a job, or a tool that was so used is not found again, its repercussions can cause havoc; slow work progress and unsatisfied clients are experienced all over. Paper logs and manual coordination are other traditional approaches that complicate the situation.
But it does not mean that with huge penalties and an intensive comparison process, it must be such a case. Advanced technologies enable field teams to work smarter, share information, and be effective.
From tracking the time spent on a project on a mobile device to the routes that must be taken to deliver the project, technology has intervened and made the work less complicated and more precise. These tools are making what was once a nightmare for field service managers into smooth operations in a world where time is of the essence.
What is Field Service?
Field service is the practical activity outside the workplace; products are installed, systems are fixed, and equipment is refurbished at the customer’s location. Historically, field service was mainly applicable in manufacturing, utilities, and telecommunications industries. It has become prevalent in almost all industries, such as healthcare, education, and hospitality.
Field service workers are usually experienced workers, either employees or self-employed, providing services in real-time settings. They are primarily involved in hanging medical equipment in a clinic, or restoring power after a storm, their work is mandatory and sensitive to time.
Since the majority of the global workers do not work at a desk, field service has emerged as a versatile and vast industry. And with the said digital tools such workers are working faster, safer, and even more efficiently than it has been seen ever before.
Top field service Digital Tools
The available resources in the field service environment can help make a difference between a productive day and a costly one. Fortunately, many digital tools available today can be used to organize and support field teams’ work regardless of their location. Below are some of the most effective digital tools that help in making field jobs easier and quicker:
Multi-Job Management Tools
Examples: OutOnSite, Workiz, Kickserv, FieldEdge
The field service teams usually perform several daily tasks at different places. The job sheet software, a Multi-job management tool, can be used in an organization to help manage the various jobs without being overwhelmed. These platforms enable the dispatchers to assign several jobs to a technician, track job status, and ensure no job is missed. With the colored calendar, job notes, customer history, and auto reminder, the full day’s work schedule and management become more manageable and less stressful for the office and field.
Mobile Workforce Management Platforms
Examples: Jobber, ServiceTitan, FieldAware
All these platforms are designed to support field service operations. This enables them to schedule jobs, monitor the location of technicians in relation to the field jobs, and control customer relations. Mobile access means that the field workers can review job details, capture pictures, capture signatures, and complete jobs from the job site without paperwork.
Digital Time Tracking and Scheduling Apps
Examples: QuickBooks Time, ClockShark
This is not the best time to be using handwritten timesheets. These apps allow employees to punch in and out from their mobile devices and use GPS to ensure they are in the right workplace. Appointments can be efficiently planned and rescheduled, hence minimizing cases of no-shows and better control of payroll.
Route Optimization and GPS Tools
Examples: Route4Me, Google Maps for Business, Verizon Connect
This is the case when time is money; therefore, smart routing makes all the difference. These tools offer directions best suited to traffic congestion, distance, and job importance. They assist the technicians in reaching more appointments with less fuel and less time wastage, thus increasing efficiency and customer satisfaction.
Digital Forms and Reporting Solutions
Examples: GoCanvas, Fulcrum, Jotform
This is especially so because many tasks require manual paperwork. Mobile forms enable the field staff to complete inspections, service reports, and checklists on tablets or phones. These forms can be automatically forwarded to supervisors, saved in the cloud, and linked to existing business systems.
Communication and Collaboration Tools
Examples: Slack, Microsoft Teams, WhatsApp Business
The communication must be clear and as fast as possible in the field. These platforms help ensure they are in touch even when working from different sites. Instant messaging, exchange of files, and feeds guarantee that people are on the same page and active regardless of location.
Inventory and Asset Tracking Systems
Examples: Asset Panda, ToolWatch, Sortly
The position of the tools and parts, and whether they need repair or replacement, is essential. Automated inventory systems are helpful in tracking usage and stock position, and avoiding misplacement or delay in the equipment. It also helps to make better decisions on the usage of assets through alerts and analytics.
Industry-Specific Field Service Software
Examples: Procore (construction), Servicem8 (plumbing, HVAC), simPRO (electrical services)
Some of the solutions are specialized for industries. Some of them are job tracking, compliance checklists, and part catalogs. These tools can be interfaced with other tools and are developed to cater to the requirements of specialized trades and services.
Customer Relationship Management (CRM) Tools
Examples: Salesforce, Zoho CRM, ServiceTitan
Any field service operation must ensure good customer relations, which will significantly determine success. CRM tools help keep records of customers’ interactions, services provided, and preferences in one location. These platforms allow the field service teams to be more personal when dealing with their clients, arrange when to revisit them, and how to deal with issues. With the help of customer records, the technicians will have all the information required to complete the work to the customer’s satisfaction.
Selecting the right tools for managing field service positively impacts the field service management and the business in general. Hence, a company must embrace these technologies in operations to be relevant and offer solutions to the current market challenges. They help prevent unnecessary complications and confusion within the field service operations, enhancing the experience of your team and the customers.
