The convenience and efficiency offered by field service management software

by Mike Kelvin Business Head of Kellton The field service industry is under a phase of digital transformation. Processes that were manual once have revived with technical advances and got automated. Advancing technologies like AI, machine learning, IoT, Augmented reality is to further revolutionize the way field services are managed and delivered.

Adoption of new technologies in field services is facilitated through the medium of some software or digital tool. And at current times, there are myriad such software programs designed to improve some or other aspects of field services. Field service management software, digital assistants, mobile apps, customer service portals, are some of the popular tools that can reconstruct the field operational processes in a new light that is more customer-centric, prompt and productivity enabling, and revenue-generating.

Focusing on field workforce management, this blog talks about field service management software that functions through automation, location technologies, data models, data-driven personalization, and machine learning.

How does field service software work?  

Field service software suites are a scalable solution for field workforce management. These are designed to help the field technicians overcome the operational challenges and become more productive in their jobs. When field services fail to meet the management or clients' expectations, often it is considered as the efficiency fault of the field workers. And one of the core reasons why the management directly lends to that conclusion is because they lack field visibility. They have low-profile means to track the efficiency and productivity of their technicians.

Field management software proposes a new perspective to the complete system of field service management. First of all, it provides the field workforce with the right kind of mobility solutions without which it is futile to expect that workforce would be able to function efficiently. It takes care of challenges like:

Poor access to the right information at the right time while on the field
Scheduling conflicts like duplicate schedules, missed schedules, overlapped schedules, etc.
Low first visit effectiveness due to the lack of skill-based distribution of work
Delay in service delivery because of improper route planning or poor territory management
The communication gap between office staff and field agents breaks the flow of the work.

The field management software addresses these challenges with his automation and data mining capacities. For instance, while making schedules, it can automatically track the nearest available rightly skilled technicians. It uses location-based technologies to track the live location of the technicians to identify their location proximity to the job site. It mines the enterprise data to assess the pre-existing schedules of the technicians, their skill sets, the tools available with them and then matches a technician with a job.

The convenience offered by field service software

The service manager, from any remote location, can track his field workforce, vehicles, and assets

The field technicians get on-the-go access to enterprise data, and from any location, they can check out the troubleshooting guide, or take up their self-service data such as checking the schedules, vacation balance, travel history, or applying for travel reimbursement, etc.

The software automates standardized communication like sending schedule updates and reminders to the technicians, sharing the travel routes with the clients so that they can live track if a technician is running late.

Conclusion

The field service industry is heading towards a high-tech future, and businesses can't adopt technology through an immediate dive, it happens gradually in a step-by-step process. Field service management software is a scalable solution that facilitates businesses to adopt the emerging field service technologies feasibly and cost-effectively. 

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Created on Apr 8th 2021 02:17. Viewed 289 times.

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