Without the right tools managing a field services company can be extremely inefficient and costly. Field service management software gives you the right tools to manage all of your agents out in the field and intelligently assign work and plan routes.
If you’re currently organising field work and managing field agents using spreadsheets, phone calls or emails then field service management software is guaranteed to save you a lot of time and money. Field service management software will save you time in the office, reduce effort, cut down on mistakes and improve your customer satisfaction.
When researching which field service management system is the best fit for your business there are a number of factors you should take into account. We’ll discuss 10 features you should look for in a field service management system.
If your business offers a range of service to your customers then it is important to be able to track the skills and qualifications of your field agents. Many FSM systems have a lot of range in their ability to do this.
Many FSM software suites have no functionality at all in this area which may be appropriate for your business if you only offer service that requires a single skill set.
If you have staff or contractors with a range of skills or qualifications this feature becomes very important to ensure jobs are scheduled to the correct technicians and avoid rework.
You may not need this feature if you know all of your staff and their abilities very well. However, this is introducing an element of human error into the job scheduling process and can be a weak link in the process which can have drastically negative effects if there is staff turnover or leave. This will also become a limiting factor for the scheduling process to scale, requiring specific knowledge of each of the field agents in order to schedule work.
Systematise this information allows for work to always be assigned to a qualified technician and allows the scheduling process to easily scale to large volumes of booking without booking staff requiring specialised knowledge of the field agents.
Assigning work in an efficient manner will allow you to complete the most work with the least resources and provide better service levels to your customers.
There are a number of factors that need to be considered to efficiently assign work to field agents. Addressing all of these factors will ensure you can offer your customers the most accurate timeframe for completion of work. Ensure each field agent works at their highest capacity and work is completed in the most cost-efficient manner.
Ensuring your field services management system can address each of these factors in the job scheduling process will allow your business to schedule work in the most efficient way.
GPS tracking allows you to track all of your field agents throughout the working day. Most field services GPS tracking systems will use the GPS from the agents mobile phone. For privacy reasons the GPS systems will only track when a field agent has clocked into work in the field agent portal or application.
GPS tracking allows you to ensure that each field agent is on time for each scheduled job and allows you to identify early if a field agent is running behind schedule.
Some field service management systems will allow you to automatically notify the customer of the technician’s approach and give an estimated time of arrival. Tracking like this helps reduce customer service enquiries and administration work which will reduce overall administration costs.
Field service management systems with automated field agent invoicing and payroll systems can significantly reduce administration costs related to paying contractors and employees.
Recipient Created Tax Invoice (RCTI) functionality will allow you to create a payment schedule for contractors based on jobs completed and the work completed on each job and automatically generate payment invoices on the contractor’s behalf. The best systems will allow you to integrate with your accounting solution further reducing administration costs related to data entry.
An automated payroll system will do the equivalent of salary and per hour employees based on creating timesheets for payment based on their sign on and off times.
When selecting a field services management system you should review the systems reporting capabilities. Reporting is very important to ensure you know what’s happening in your business and out in the field. Having up to date information allows you to make intelligent business, human resource and scheduling decisions.
The reports required will vary for different businesses and industries so one thing to look for is the ability to build custom reports. However, there are a number of useful generic reports you may want to look for when reviewing a system.
It is important for your field agents to have a portal to manage their workload and information. The factors you should look for in a technician portal are
A customer portal is a web page of application where a customer can log in and track their scheduled jobs. Customer portals will reduce contact centre enquiries regarding the field agent arrival time and increase customer satisfaction as they are able to track the job each step of the way through to conclusion.
If your field agents have the ability to make additional sales for services or products then these features are a must-have in a field service management system. Field agents should be able to sell extra services and products on site, charge the customer’s credit card or accept cash and have the system email the customer a tax invoice.
Customer satisfaction is very important to ensure long-term repeat business and good word of mouth from your customers.
Customer comments will also allow you to identify specific causes of dissatisfaction and improve processes to ensure the issue does not repeat in future.
Digital job sign off allows for your field agent to have the customer sign off on the completion of the job. This feature is important as it can be used to ensure the job was completed by the field agent and avoid situations where the field agent has not actually attended, it will also allow you to ensure the job was completed to the customers satisfaction and have the customer sign off on the completion of the work will reduce rework as the customer has signed off on the job and cannot then dispute the job completion at a later date.