Field service software - don't make the wrong decision

Today’s field service manager needs to build effective business strategies to deliver superior customer service and increased revenues. The plethora of available software options can enable improvements across a range of activities, but finding the right solution for your business can be a minefield. We investigate some of the factors that can help determine the most appropriate solution for your needs.

Superior service delivery requires effective coordination of a range of activities: scheduling and work order management, accurate data capture and transmission, two-way communication, mapping routing, asset and inventory control, CRM and billing, to name a few.

Creating a seamless flow between these processes enables businesses to better meet the needs of clients: to ensure members of the field service team arrive on time, possess the skill set required to complete the job and have the correct equipment and parts to carry out the service or repair. Return visits don’t satisfy anyone, leaving the client frustrated and causing unnecessary supplier cost burden.

Technology has inarguably advanced sufficiently enough to signal the end of paper-based systems. Data transmission speeds have improved and an ever-increasing choice of mobile devices means that technicians no longer need to spend time filling out paperwork and physically returning it to the office in order to facilitate timely invoicing. This may be the case, but providing a reliable electronic connection to the field team is only one piece of the puzzle. To effectively determine the best option for your business, you need to look at current processes and establish where there is room for improvement and have a thorough understanding of the project objectives before you begin.

Current and future size

Clearly there is a marked difference between running three field service vehicles and three hundred, in terms of both office staff and those on the road. The size of your team is an obvious starting point when determining a suitable path, but future requirements also need to be considered. If your business projections include short- or medium-term growth goals, they need to be factored in now. Equally, you need to recognise how many steps are currently in the chain and how much integration between these systems is required. Establishing new technologies and processes can be disruptive to business, so there is benefit in limiting the amount of change introduced while still ensuring you are well placed to cope with future demands.

Existing skills

It’s worth understanding existing field worker proficiencies before you embark. Implementing a system that requires vast amounts of training or simply doesn’t align with the skills of your team can be problematic and serve to alienate staff, limiting the success of the operation before it even gets off the ground.

Type and location of field work

The type and location of service work will also influence your choice. Remote locations with limited connectivity may call for an offline component to the chosen field service solution, enabling the mobile team to enter data for upload once a reliable connection has been established. Equally, the type of work being undertaken is an important factor - structured, regular maintenance call-outs present different conditions to emergency repairs. For instance, if technicians are required to quote on the spot, they may need access to pricing information from head office as well as suppliers. Smooth integration with existing systems, both internal and external, may make all the difference when it comes to successfully delivering on customer expectation.

Collaboration

A knowledge bank for field service staff can be a valuable time-saver. Enabling staff to communicate with one another via a central knowledge repository can facilitate a fast and efficient resolution, eliminating costly multiple return visits. Determining this requirement at the outset will assist in identifying a suitable solution as some offerings make collaboration via a reliable communication platform simpler to execute. Conversely, if the work carried out by your team is more straightforward and they are unlikely to require the input or assistance of others, this may be an unnecessary feature.

What information do you need to extract?

As important as the information that goes in (if not more so) is the data that can be extracted back out of a system. As the manager of a field service team, it’s worth identifying two things: what you and other stakeholders need to see now as part of the current business process and what additional information could be used to produce efficiency gains.

This information can range from simple real-time visibility of a team member’s current location through to the accurate reporting of customer satisfaction. Many advanced systems incorporate business management functionality and will offer customisable reporting that allows users to capture snapshots ranging from sector-specific through to enterprise-wide. Identifying current business and department KPIs can assist here as the introduction of more advanced technology may make it easier to achieve those goals, or to report the levels of success.

Demand a demo

Most vendors will endeavour to understand your business and will work to identify your requirements based on some of the factors already listed, but you’ll need to carry out research on your side as well.

Always ask for a demonstration and/or a limited trial to see if your needs will be met. This should apply from a free app download through to a multifaceted whole-enterprise solution. You can’t judge adequately until you see the system in action and determine how it fits with your current workflow processes. In the case of more expansive systems, most vendors will be happily put you in contact with a satisfied customer, which will provide insight into the process and additionally give you an idea of their service levels.

Know what you’re in for

Ask too many questions ... then ask some more. Implementation of a new software system can have a huge impact - there are certainly positive gains to be had, but there may be disruption to day-to-day activities during the planning and execution phases. You can minimise the interruption to your business by being adequately prepared and understanding where the lines of responsibility lie. In the case of more complex systems, the chosen vendor will often handle project management, but you will need to prepare internally as well. A smooth deployment is crucial to maintaining existing customer service levels - ideally your clients won’t even notice the difference in the initial stages of rollout - so you need to feel confident that the chosen solution can deliver.

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