Managing Field Service Operations in the Mobile Era

The growth and adaption of mobile technologies has revolutionized everything.   Field Employees are no longer happy using paper based forms and bulky registers.   Good technicians are ambassador of your company and core assets. It is important to keep them happy on the job. It is is going to reflect on services that they will provide.  This article describes how cloud based Field Service CRM like Field Force Tracker can help you in increasing job satisfaction and at the same time, improve your company’s profitability.

Field service engineers have life blood of your service business. They have more face-to-face contact with customers than any other part of a business. They’re responsible for all sales, installation, maintenance, support, and other tasks that require direct access to the products and services a business provides. They also have the greatest impact on customer satisfaction and relationships. Now they want to use mobile devices, mobile enabled software and mobile forms based software. Is your company ready to provide all this?

Reducing Operational Costs of Field Service Delivery

Managing operational costs in a business is vital.  Field service depends upon keeping the operation costs down.  There are many variables that can affect profitability of a business. Hence, it is necessary to optimize every opportunity to keep costs down. Daily operational expenses such as rising fuel costs, high employee overhead and low first-time fix rates, and employee churn contribute to it.  It makes it challenging to maintain control of operational expenses in the field service business.

The recent published research shows the list if issue that service company face. On the top of the list is keeping operational cost down, improving employee utilization and stretching market dollars. When asked by small business owners about their main issues in running the service business, here are the key issues cited:

  • Rents of office spaces
  • Parts and Inventory Costs
  • Fuel and vehicle maintenance
  • Marketing and Advertising Costs
  • Back office Accounting Support services

Deploying Field Force Tracker – The best of breed Field Service Software

Field service software like Field Force Tracker can help in addressing these issues. It provides features that address precisely these concerns:

  • Employee Management
  • Job Scheduling and Assignment
  • Easy Dispatching with Ability to Reschedule Jobs
  • Single Click Assignment and Re-scheduling
  • Advance Inventory Management
  • Advance Service Contract Management
  • Customer, Job and Employee History
  • Customer Portals, GPS tracking and Google Maps
  • Web Service Ticket Management
  • Payroll Management
  • Timesheets, daily Clock In and Clockout
  • Invoices, Estimates and Quotes.
  • We have 100s of more features and customizable Settings

To reduce for variable costs, a business can move to stabilize OPEX by restricting the possibilities of revenue leakage. For example, a company that’s managing day-to-day operations with a paper and/or whiteboard process is not using technologies to make their operations more seamless. Implementing a field service management system like Field Force Tracker provides visibility for dispatchers to verify when jobs are complete. Software also let them  schedule calls better and more optimally. Jobs can be assigned in closer proximity to one another to reduce travel time and fuel costs. This ability addresses the second top concern for service businesses, that of better scheduling and dispatching.

Another area that may be improved lies in end-to-end, bidirectional communication between the back office and the field, which helps in the management of workflow and processes. Eliminating the need for data entry and the need to decipher the handwriting of field workers reduces errors and the amount of time spent translating paperwork.

Companies with a mobile workforce may experience high employee turnover  as a result of stress in the field. Multitasking behind the wheel with paperwork, low safety standards, and a low first-time fix rate all contribute to high stress. High stress results in high turnover and ultimately, higher costs.  Deploying a FSM Software using mobile technology enables the field service worker to function in a less stressful manner. This creates employee-considerate environment, helping field service workers to feel more valued. They are then less likely to leave. This environment also lends itself to being a recruiting tool for qualified new hire candidates.

Automating the service processes through mobile technology not only reduces operational expenses, but creates pleasant experience for customers too. It results in a less stressful environment will be apparent to customers. Field service workers and other employees that are customer facing can provide a better experience. This will improve customer satisfaction ratings, reduce customer churn and higher customer referrals. Collectively, this will help in reducing the operational expenses and increasing profitability of your field service business.

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What makes Field Force Tracker Users  Always Happy

Field Force Tracker has been designed with Field Technicians in mind. When we were designing the software, we interacted with numerous plumbing companies, appliance repair technicians and electrical service companies. We did trial runs with photocopiers rental companies. A lot of improvements and suggestions that came users were incorporated in the software. The result is an easy to use system that technicians and field engineers love. Office dispatchers and managers can get lot done in day after abandoning the system.

Field Force Tracker is so feature rich that it will take a company several large operations before they can make use of even 50% of features. Once our employees start using the system, they are amazed with the ease they can serve the customers, manage finances and deal with customer issues. The user comments are pearl of wisdom for us. Our users have been always very appreciative of our team work.

When field technicians realize that positive changes that  Field Force A Tracker – the best of breed field service solution brings, they quickly fall in love with the mobile app and the software. The admin users such as dispatchers love it as well because they can accomplish a lot in the day. They can get all the job completion data  from the technician in real time. They can see where their techs are at all times using the integrated Google Map and everyone on the team is on the same page.

Enhancing Value Using Field Force Tracker

An easy to use service software can help everyone in the company to better manage the effectiveness of your service delivery.  Using extensive capabilities of Field Force Tracker’s software, you can improve the effectiveness for field services in your organization. Deploying a rich cloud based field service CRM software with mobile apps can improve your ability to manage your business. This facilitates service managers to better management of your service resources in the most cost effective way.

Service companies in all parts of the world are trying to move to electronic model of providing services. Paper based operation is too slow to address customer concerns and cannot provide suitable data analysis to the business. Field Force Tracker is the most comprehensive software for field service management.  It takes care of everything from customer management to the payment collection for a service company. By using this software, our clients can see major improvement in their productivity and the customer satisfaction. Service managers are constantly working to improve the quality and effectiveness of their service delivery with Field Force Tracker.

Why Field Force Tracker

Mobile enabled, cloud-based field service software was designed to provide ease of use with incredible flexibility. Along with the ease – and speed – of our implementation and the ongoing support service that we provide we enable companies to take full advantage of today’s mobile field service.

Field Force Tracker’s power mobile apps for iPhone and Android are available to all new and existing Field Force Tracker customers. They can extend the feature set with the enhanced mobile forms capabilities, and better system integration.  Field Force Tracker, a mobile enabled web-based field service management software, streamlines technician scheduling, dispatch, customer management, vendor and employee management, work orders, equipment maintenance, inventory tracking, contracts, estimates, invoices, payments and accounting. It is considered one of the most feature rich software of its kind.

About Field Force Tracker

Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Its solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

 

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Improving Field Service with Better Scheduling

Customers expect their problems to be resolved fast as the failure of a HVAC or Plumbing unit may come at a time when their life quality depends on it. On the other hand, in some situations, the problem may be such that it can wait for a day or two the repair.  When an equipment breakdown occurs, customers have a hard time explaining their urgency. Everyone wants his or her service tasks to be handled fast and on priority.

This is where an Advanced scheduling software like Field Force Tracker shine. It can help you optimize your resource scheduling by separating high priority jobs from the low priority jobs. It can also help you optimize the use of your precious work force resources.

Poor customer experience is one of the biggest reasons for non-retention of customers, resulting in losses and lower revenue. On the other hand, statistics show that a company with good customer service policy can expect to have as high as 75% of its sales coming from returning customers. Since service industries are evolving themselves into customer centric from product centric business models, it is imperative that the customer be happy.

Field Service software for Computer Repair Service Business
Field Service software for Computer Repair Service Business

Ensuring Optimum Field Technician Scheduling Efficiency

You start by picking the best-suited person for the job. You ensure that the representative you assign is capable, that he is in reasonable proximity to the job location, taking into account the commute time, among other things.

Assigning the right field service expert is crucial to good customer experience. No two jobs are exactly similar and neither are any two persons in their ability to solve an issue. The onus is on the field service manager to know the unique skills of each employee and discern the most suitable resource for the job. Of course, with increasing digital transformation tools for field service management, job scheduling can be automated largely.

Providing Right Tools to Field Technicians

A Field technician can only solve the problem using tools that he or she has access too. They not only need tools to do actual repair, but software tools that can facilitate them to diagnose and fix the problem faster and quicker.  For example, in Field Force  Tracker software, a technician can immediately check the customer history or past repair history.

Since face-to-face interaction with the customer is part of their job, a field service professional must have good  manners to deal with customers. They also must know to value the customer’s time. To this end, a representative need to be equipped with complete knowledge of the issue and the required parts so that they can have a better chance of fixing the problem at the first go. In addition, customers will place more faith in a professional who appears to know what they are doing.

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Avoiding Repeat Service Calls

First time fixes save the customer any further inconvenience, and they also save the company a great deal of time and money that could otherwise be used to attend to other jobs. A report by Aberdeen suggests that if the average first-time fix rates for a company is above 80%, the customer satisfaction goes up to around 90%. On the other hand, with a first time fix rate of below 50%, customer satisfaction nosedives to below 50%. Most often, it is due to poor customer experience that companies fail to retain customers. Fixing problems the first time helps build trust with the customer, promoting the idea of the company’s reliability and building its goodwill.

Despite the best of efforts, some problems are just not solved in one visit. In such instances, the field service manager would do well to assign the same person for the second and perhaps subsequent visits, as the first time. Customers tend to feel more comfortable around a representative that they have already met before and the problem is faster diagnosed and solved when the two communicate better with each other. Often, a customer will be less inclined to be difficult and demanding when they become familiar with the representative.

Managing Job Priority

The field service management  software like Field Force Tracker facilitate a professional to schedule the work with a mix of both high and low priority jobs so that if an emergency service request comes in, they can reschedule a low priority service visit and attend to it. Prompt addressing of the customer’s complaint is a determining factor in customer satisfaction. Capital Equipment Manufacturers (CEMs), for example, will always require immediate attention in case of unexpected failures. In such a case, a technician will have to be swiftly assigned, prioritizing their skill set and previous history of first-time fix rates, and rescheduling other low priority jobs to allow availability.

Service visits are important. They are one of the few personal interactions between the customer and the company, and given the direct influence of customer satisfaction on the bottom line and the goodwill of the company, it is paramount that they be agreeable and pleasant to the customer.

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About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Mobile Apps are changing the Field Service Landscape

Arrival of 4G networks and smart phones has changed the field service landscape. Many technicians are carrying mobile devices and using powerful Field Force Tracker mobile applications to provide web services. In this article, we discuss how mobile apps can help you manage your service work force better.

Just a few years back, the logistics of remotely managing a field service business would’ve seemed impossible. However, the advent of smartphones and tablets has made this a reality. Now, it is easier than ever to connect your branch office(s) and field techs with the use of mobile apps and best of the breed cloud based software like Field Force Tracker.

In previous article, we have explained the benefits of cloud based software as opposed to the software that runs on your on servers. Moving your operation to a cloud based system may seem daunting, especially if you’re accustomed to managing the business manually. Read on to discover five major benefits of using a mobile app for managing your field service business.

Improved Technician Productivity

Mobile apps let the service managers or job dispatchers manage with better scheduling and dispatching. With instant access to daily appointments and critical account information, all technicians will arrive at every job site prepared and ready to go. They can easily and precisely track materials used add photos and documents to customer accounts and track time on the job using their powerful Field Force Tracker Mobile app.

That is not all. With this additional control, you’ll save time in the field and office. Unnecessary calls between office staff and field techs are eliminated, saving valuable time for more important matters. Reporting is also simplified, as techs can generate and email customer invoices directly in the app, before ever leaving the job site.

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Streamlined Service Operations

Field service mobile apps greatly improve communications between the main office and field technicians are vastly improved. All necessary completion information is captured at the job site and transmitted to the office in real time, greatly reducing the risk of incorrect billing and potential errors due to illegible handwriting.

Office dispatcher  will always know where techs are in their day, as well as the status of current jobs. Making adjustments to work schedules in real time is easier than ever, as availability and proximity are updated automatically. Technicians are immediately updated regarding schedule changes, job details and new locations.

Improved Customer Experience

Mobile apps can help in improving customer experience and satisfaction. The popularity of mobile devices has changed customer expectations forever. When access to information and services is just a single tap away, the expectation of instant gratification is set. Naturally, smart businesses need to be ready for this. They need make changes to these expectations to keep customers satisfied. A recent study showed that 75% of businesses using mobile apps in the field have seen an increase in overall customer satisfaction. Real time text updates informing customers of upcoming service visits and appointment changes will provide a positive experience for new and returning customers.

System Data For Better Marketing

Software helps you in maintaining accurate records of your business activities. While state regulations may require you to keep paper records for your business, the process of manually collecting data in the field is notoriously inaccurate and inefficient. Capturing data with pen and paper is prone to errors, not to mention that documents can easily get lost before being filed away at the office.

Mobile apps make your business stand apart from competition. They allow your business to go paperless and improve efficiency. Office staff no longer have to worry about inputting data following appointments, freeing up time for other tasks. Filling out paperwork in the field is burdensome and leads to frustration for the customer and technician alike. Securely capture payments and customer signatures while giving techs complete access to customer information.

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Technology for Better Profits

The use of technology helps a company market its services better. The customer perception is  very important. Field Service companies that are using the latest technology are seen as innovative and progressive by customers. Enabling your technicians with the latest and greatest in mobile technology gives your company more credibility and builds trust among customers.

Using a mobile app, like Field Force Tracker, that is industry leading provides all above advantages. We make use of amazon cloud to ensure that all customer data is secure, preventing unauthorized access and giving customers’ peace of mind.

Field Force Tracker, a mobile enabled web-based field service management software, streamlines technician scheduling, dispatch, customer management, vendor and employee management, work orders, equipment maintenance, inventory tracking, contracts, estimates, invoices, payments and accounting. It is considered one of the most feature rich software of its kind.

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About Field Force Tracker

Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Its solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Cost Effective Field Service Software For Field Employees

In this age of universal mobility and smart phones, Field Service Industry is going through the big change. Field service software like Field Force Tracker are changing the software industry by their revolutionary features and with its  low cost of implementation.  Because it is a cloud based field service software software is based in the cloud, you have no infrastructure to maintain, and no servers to update. You need no IT person to maintain it.

However, if you are moving from paper or spreadsheet based scheduling, you will be making a big change in the process. To make sure that you get the most benefits, this article will explain that.

While all companies are benefiting from new technology and software that helps connect different departments and processes, organizations that rely on workers in the field reap some of the largest rewards from cloud-based software. When dispatching, collecting payments and monitoring daily activities, service management software that is provided as a service means technicians in the field are no longer removed from the companies they work for while performing their jobs.

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Benefits of Software As a Service (SaaS) Field Service Software

Software as a service also allows field service companies to cut down on overhead costs such as new hardware, according to Air Conditioning, Heating and Refrigeration News. According to their recent article, SaaS allows in-field workers to access field service software on nearly any device that has a Web browser. This opens the door to companies that want to save costs with BYOD (bring your own device) policies or use existing hardware.

BYOD is growing in popularity and since many workers already own a smart device, there is essentially no hardware cost and technicians will be able to navigate the field service software using a device that they are already familiar with, cutting down on training time.

Field service software impacts Customer Service

Customer service is also improved when workers in the field have better connectivity to the home base of the organization. They can provide customers with more accurate estimates on how long it will take to order a needed part and how much it will cost. Technicians can locate much of this information on their own, without speaking to an off-site employee who must search and report it back to them.

Repair service software can expedite the payment process and reduce the need for invoicing for some services. Technicians running late can also quickly communicate their situation to the company so that impact on other customers is reduced.  This can help workers and customers adjust to possible, unforeseen interruptions in the schedule, which are common in industries such as HVAC.

With BYOD, contact is also made through a device that the technician is likely to have on their person at all times. This way, communication can continue even if the worker is at a site that does not have telephone, Internet access or is not near a radio in their fleet vehicle. The software will connect them to all of the information that may need when on the job.

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The Cost of Not Deploying Field Service Software

A service company spends significant hours on service paperwork, emails and phone calls in your office.  If those activities were replaced with something more high-value like customer care, business planning or marketing the company can greatly benefit from it.

And what if instead of mailing out invoices days after a job was completed and then waiting for payment to be mailed back, the invoice instantly arrived in your customer’s email box as soon as the task or project was completed?

Think of the revenue gain, if you could complete another job every day just from better scheduling and dispatch.

These are all missed opportunities that cost you money every day.

You may not be the only one waiting. You customers may be getting faster service from competitors who have shorter service windows and deploy the closest technician to their home or business. How much business will you lose if your competitors get there faster and more reliably?

Even if you already have a field service software solution, there are likely gains to be made from newer, mobile and cloud built solutions. If you’re using a premise-based solution for instance, there’s a good chance it’s costing you in IT and maintenance fees. Worse, field workers aren’t getting things done as efficiently as they could with native mobile apps designed specifically for use on a variety of devices. Inefficiency means less work gets done and that costs you.

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About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker, customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

 

A Field Service Software to Cover Full Service Management

The Cloud technologies, Mobile phones and 5G networks are proving to be a god send for the field service companies.  Ubiquitous availability of network connectivity has made it possible to move paper based field operations to mobile phone and tablet based solutions. The use of modern devices like iPhone or iPAD is increasing in the field service industry.  This article describes how  cloud based Field Service software or Field Service CRM like Field Force Tracker can help you in better managing your FSM business.   It can contribute in increasing customer satisfaction, generate new business, improve  job satisfaction and at the same time, improve your company’s profitability.

Before we discuss further, the role of FSM on the changing landscape, we would like to understand the field force tracker software. It is the best of breed field service software.  It is a comprehensive end to end solution taking care of all your needs.

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Field force tracker provides “end-to-end” solution for all your service needs. Below we outline all the different areas of a field service business addressed by our best of breed field service management software system.  Field force tracker was designed to be the best software.  Any field service management software needs to be designed to deal with flexible and variable work flows of field service organizations.  FSM software should empower field personnel to deliver exceptional value to customers.

Work Order Capture and Job Scheduling

The smart scheduler in field force tracker provides a comprehensive view of all jobs and gives office staff a single pane of view into work both planned and in progress. Many filters available on scheduler panel views allow schedulers to drill down into specific departments, crews, locations etc. As new work orders are created (whether on a mobile device in the field or in the office), scheduling staff need to be able to quickly assign jobs based on resources and skills available.  Technicians need to be assigned, deployed and managed easily by the job dispatcher.

Efficient Job Dispatch and Employee Tracking

In addition to a schedule view, schedulers need a map view to locate field resources and customers and make smart job assignments. Being able to see mobile technician/engineer locations in real time means they can optimize scheduling.  There is no need to make phone calls just to find out who’s closest to the next job. Field technicians need to know where they’re going next and how to get there.

Information for the Job Completion

When a technician arrives at a customer job site, they need to information to do the job. They can get the right answers quickly so they can get to work. That means mobile access to the entire work history of a customer, including any equipment documentation, photos etc. Whether they were the last one to visit the customer or not,  the information flow is always seamless.

Completing the Job

A job must be done to perfection. Consistent and complete customer service is  the goal of task management team. Using Mobile, technicians can see all the tasks to be performed on a given job as promised to the customer. They also need to know what customer assets are installed. Also,  where those assets are located and what the repair history  of each one is. As  jobs are completed and items (parts, forms, etc.) are used,  they can record them. The back office  immediately knows the current status of parts. Any pre-work or post-work signatures can be captured right on their tablet or mobile phones.

Updating Inventory

Companies maintain big stock of inventories. Inventories are expensive to maintain. Therefore, correct levels are very important. Field Force Tracker lets you deal with maintaining inventory.

Also, discovering additional opportunities for revenue is important. It should be part of every workflow. Technicians need reminders to sell recurring service contracts, additional services, etc. as part of their normal routine. If an opportunity is unearthed, they need to create a quote right there on the spot while it’s top of mind.  They can generate the quotes right away.

Invoicing and Quoting

Field Force Tracker provides powerful Invoice and Quote maintenance system. You can generate invoices and quotes using mobile devices. We have a very powerful system with many customization to quotes and Invoices.

Track Time and Timesheets

You can invoice a client right away in the field using mobile app.  Field technicians have the option of emailing an invoice as soon as a customer signs off on the work. Field-based workers shouldn’t have to punch a clock back at the office to keep track of time worked. Time tracking is built in to their workflow. As technicians start jobs, end jobs and travel in between the system should keep a running log that can be pulled into time reports. Field Force Tracker does this and a lot more.

Why Field Force Tracker

Mobile enabled, cloud-based field service software was designed to provide ease of use with incredible flexibility. Along with the ease – and speed – of our implementation and the ongoing support service that we provide we enable companies to take full advantage of today’s mobile field service.

Field Force Tracker’s power mobile apps for iPhone and Android are available to all new and existing Field Force Tracker customers. They can extend the feature set with the enhanced mobile forms capabilities, and better system integration.  Field Force Tracker, a mobile enabled web-based field service management software, streamlines technician scheduling, dispatch, customer management, vendor and employee management, work orders, equipment maintenance, inventory tracking, contracts, estimates, invoices, payments and accounting. It is considered one of the most feature rich software of its kind.

About Field Force Tracker

Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Its solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

 

Evolutionary Trends in Field Service Scheduling Software

There was a time when field service companies relied on paper and pen scheduling methods. Then with the time, the service scheduling process became a bit more complex. To help them in the process, paper pad and printed calendar gave way to spreadsheet based scheduling.  These minor improvements helped were not sufficient in resolving  the problems and complexity of service management.

Today, new generation of field service software like Field Force Tracker are revolutionizing the field service industry.  Field Force Tracker efficiently manages scheduling of work force. It is very easy to move around schedules and re-assign resources as needed.  This leads to better utilization of resources.

Changing Field Service Needs

Across industries, modern-day customers demand new levels of real-time communication and visibility when it comes to field service. Unfortunately, legacy solutions and approaches limit organizations from satisfying these growing expectations. The good news is that field service scheduling software is evolving to help deliver exceptional service without compromising profitability. As technology changes the very nature of software, your organization should look for opportunities to take advantage of new capabilities that improve your bottom line and customer satisfaction ratings.

Improving Customer Communication

Outdated processes and technology once forced customers to “start from scratch” each time they interacted with a company or service rep. When it comes to scheduling services, customers increasingly want streamlined communication – and they want it via the channel of their choice.

Today, your service organization can pick up where it left off with customers, no matter the channel. Whether a customer sent an email, used online chat, or spoke to a rep on the phone, the latest field service scheduling software can log these interactions. That means anyone in your company interfacing with the customer has all relevant knowledge at their disposal. And this directly translates into a personalized interaction, leaving customers beaming with pleasure instead of fuming in frustration.

Making Dispatch and Work Order Management More Efficient

There will come a day when customers expect on-demand service. Until that time arrives, your field service organization can at least make the manual dispatch process more automated. Calling upon the algorithms and automation enabled by today’s technology, you can bring dispatch into the modern era.

The likes of emergency protocols, traffic protocols, and real-time updates are enabling dispatch models and modules that allow dispatch professionals to maintain a level of efficiency never before thought possible.

Imagine having access to real-time route information, tech activity while on-site, and notices when jobs are completed. Such insights make it possible for your dispatch manager to keep track of field technicians and job status with ease. And what about being able to predict travel issues (such as traffic congestion and seasonal weather disruptions) to reduce idle time, better plan travel time, and allow for backup resources to step in quickly when necessary?

Field Force Tracker Can Do This All Today

Smart field service scheduling software can also map service technicians’ schedules against customer needs to identify opportunities for greater efficiency. As a result, your organization can assign a mix of high and low priority jobs to technicians, reserving capacity for emergency work without impacting the overall flow of assignments. Moreover, today’s software can deliver alerts and real-time updates so your leadership team is aware of scheduling concerns – and improvements.

Hand in hand with this, relational databases and predictive intelligence are unlocking greater personalization. Picture using predictive software to analyze data gathered across all company systems and get insights that enable proactive work order management. This same technology can be used, for example, to identify the percentage of customers experiencing the same issue, pinpoint when they are likely to experience the issue, and understand the average amount of technician time required to address the issue. By proactively scheduling time to replace or update parts or products before an issue occurs, your field service organization can ensure customers don’t experience disruption – and do it as efficiently as possible.

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Delivering Seamless Experience to Customers

We all know that the modern businesses have revolutionized customer interactions. When it comes to field service, the demand for better experiences is real. Specifically, customers crave a way to understand technician location and exact arrival time. Fortunately, field service scheduling software and other advanced technology is evolving to enable more personalized, real-time interactions.

 

Waiting for a field service visit – or dealing with a tardy or no-show technician – all can be detrimental to the overall customer experience. Combine this with the fact that most field service organizations still rely on phone calls to communicate with customers, and it’s easy to see why customers feel exasperated.

 

Streamlining the appointment booking process can go a long way to improving the customer experience. Customers hate feeling they are wasting valuable time waiting for a technician to arrive. Your organization can use scheduling software that empowers them to book a day and time of their choice – through their preferred channel, whether that be mobile, web, or via phone.

Utilizing Mobile Solutions

Another way to enter the modern era is to outfit your field service dispatch center and technicians with real-time mobile tracking and, social media channels such as social media and SMS texts. Mobile tracking enabled via your website or custom app empowers your customers to keep tabs on the technician’s location. At the same time, communicating with customers via social media or text brings them the real-time interaction that eases their worries about when and if a technician will show up.

Sometimes the resolution to a customer issue requires a repair away from the customer’s location, such as repairing a downed telecommunications line. These scenarios can be especially frustrating for customers who feel blind to the repair process. In addition, answer the call by outfitting your technicians with wearables such as smartwatches. Using these, they can transmit service data and job updates via voice recognition back to headquarters. By bringing your techs online while on the job, you are empowered to deliver real-time updates to customers across all channels.

Delivering consistently good customer service and keeping pace with ever-evolving customer demands is no small feat. However, by taking advantage of the latest field service scheduling software powered by advanced technologies, your organization can satisfy expectations efficiently. That means you grow your competitive advantage and your profits.

Best Field Service Software

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker, customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Benefiting with Mobile Workforce Management

Smartphones have changed everything around us.  They have made it possible to have data on finger tips at all times.  The constant availability of connectivity has revolutionized the field service industry. More and more organizations are migrating their field force from paper based work orders to completing work orders using Mobile Applications.

Field Force Tracker  represents the best of the breed Field service management software. It comes with powerful field service mobile applications for iPhone and Android phones and tablet. Field technicians can perform most of the tasks using these applications.

Understanding Benefits of Smart Phones for Field Service

Mobility, mobile workforce, and mobile workforce management software are all top of mind for today’s field service executives. After all, in a smartphone-saturated world, most companies rely on workforce mobility to some degree. But like many, you may wonder what exactly this all means. Are the terms interchangeable? Do they describe different aspects of the same framework? How do new technologies change mobile apps and services?

At Field Force Tracker, mobility is at the heart of everything we do. We believe in mobility as the great differentiator in field service. Crack the mobility nut, and everything else falls into place.

In the following paragraphs, we share real-world insights on modern mobile workforce management in the hopes that it helps you harness the power of mobility.

Defining Mobile Workforce Management

In an increasingly connected, mobile, and customer-centric world, modern mobile workforce management requires every field service organization to compete on the basis of satisfying customer expectations with frictionless, remarkable experiences. And organizations are now held to the highest standards set by the likes of consumer companies like Amazon and Uber. Simply put, answer the call for seamless, transparent, responsive service and real-time assistance—or go by the wayside.

Delivering on this mandate means every field service manager, dispatcher, and technician needs real-time access to the right information in the right context, at the right time. And they get that through mobility.

Mobility puts valuable information about parts availability, expert assistance, documentation about the problem or asset, and more in the hands of field technicians. But it also enables dispatchers and managers to receive real-time status updates from the field. With access to information everywhere and anywhere, mobility empowers field supervisors in many ways. They can confidently make real-time updates to schedules, locate a replacement tech to handle an appointment for a delayed technician, assign an emergency service call to a nearby tech, and even manage and train technicians in the field. And they can do this from a mobile device while in the field.

So what software and technology is needed to enable mobility in the field? First is easy-to-learn software—built on industry best practices—that delivers accurate, up-to-the-second data to a well designed, user-friendly, continually updated mobile app.

However, savvy field service executives are connecting mobile device management, the Internet of Things (IoT), automated scheduling, and big data to further advantage. Smartphones connected to IoT sensors in homes, factories, and more provide technicians and scheduling software with real-time data and diagnostics. These sensors can even inform technicians about faulty equipment before a customer complains. With IoT and big-data-crunching capabilities, organizations now accurately predict service volumes and automatically schedule accordingly.

Barriers to Adoption of Mobile Solutions

With a clear imperative to deliver higher levels of customer service faster and better than ever, you would think mobile workforce management would be seeing rapid uptake. While field service organizations grasp the benefits of adopting this software, they must address a few issues on their path to modernization.

First are the typical difficulties that come with deploying new technology:

  • Getting buy-in to make a change
  • Ensuring proper deployment and integrations
  • Training employees to make mobility part of their daily routine

This brings us to the second biggest barrier: aging technicians who push back on new ways of working. Change isn’t usually welcomed by anyone, but older generations in particular can be obstinate about embracing new technologies. Getting these experienced, skilled workers on board is essential to success.

Finally, organizations cannot overlook the costs associated with a mobile workforce management initiative. The expense to introduce any new technology can spiral out of control if the project isn’t managed well and adoption issues aren’t overcome.

Deploying Mobile Solutions

Despite the challenges, mobility is a worthwhile and strategic initiative. Organizations that take a strategic approach to mobile workforce management can reap tremendous benefits. By adopting a workforce mobility solution that meets the most challenging needs of today and supports the field service organization’s future direction, companies can position themselves for ongoing success. Such a solution empowers technicians and managers to satisfy customer expectations for personalized experiences and rapid resolutions that set the company apart.

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker, customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Field Force Tracker Becomes the Software of Choice for Photocopier Rental and Service Companies

TRENTON, NJ, June 08, 2017 /24-7PressRelease/ — Field Force Tracker, a leading provider of cloud based Field Service Software, announced that it has become the leading provider of field service and contract management for photocopier companies. Many of its clients have migrated their data from other software such as TrackIt, HelpDesk, Desco, Service Fusion and other Field Service Software. Field Force Tracker has managed to migrate data from several custom designed software. Today, it has more customers in photocopier and office management sector than any other field service software.

Field Force Tracker has designed special contract module just to facilitate photo-copier contracts, keep track of copier times, trade-ins, recurring invoices, keeping track of drum, toner and fuser installation dates and repair history. It can take the major efforts to maintain useful information to manage large number of service contracts and machines. But, with field force tracker, one can manage hundreds of contracts easily. The system automates most useful functions such as computing overages, creating recurring invoices and renewing rental contracts every month.

Any photocopier service company needs to track its parts and consumables inventory. Parts and Inventory management in a warehouse involves complex operations of issuing parts, returning parts, shipping parts between warehouses, keeping track of parts used and discarded as well as buying parts from parts vendors.
software-for-photocopier-rentals
Harnessing its over 15 years of experience serving field service companies around the world, Field Force Tracker build an all-inclusive inventory management software as parts of its service functions. A company does not need to invest in third party software as all advanced features are already available in the field service software. A service organization can keep track of all its parts, consumables, vendors, and cost of those parts. It can deal with many advance inventory functions such as keeping track of serialized parts and multi-vendor pricing.

Connected, mobile & intelligent Field Force Tracker (http://www.fieldforcetracker.com) , a pioneer in mobile enabled field service space, has delivered mobile solutions for over 15 years. It has built the most comprehensive mobile application for field service that can take care of all service needs.

Built on Cloud, one of the most feature rich customer service platforms, Field Service Tracker enables companies to deliver mobile, intelligent customer service from phone to field. With Field Service Tracker, companies can totally automate their field service operations. Field Force tracker software includes many important features such as: automated intelligent scheduling and dispatching software, customer history, service contracts, field employee tracking, asset management and financial software.

Field Force Tracker software includes a very well designed Dispatch, Tracking, and Scheduling Board. Service agents have a 360-degree view of the customer, jobs, and field technicians. They can create a work order from any case and track mobile employees. Mobile employees in the field now have access to the customer’s full service and buying history, empowering them to easily resolve any issue that may arise and upsell the customer on another product.

Customer service moves fast and forward-thinking companies need real-time access to their service data. Field Service Tracker enables all service employees to update work orders, issue change requests and adjust job status, anytime, anywhere and on any device. A staggering 65% of field service workers still print out their service tickets and bring them in their vehicles, slowing down the service process.

Now, an employee in the field can see their open work orders on their mobile device; update them throughout the day as they complete jobs, and all the information is seamlessly updated in System.

Field Force Tracker (http://www.fieldforcetracker.com) delivers a complete service experience across a wide range of modern contact center channels including web, phone, email, chat, social and the in-person field service interaction, all powered by the latest technology. This cross channel, connected and mobile service experience is something that competitive products do not deliver.

“We are just beginning to see what customer service can look like in the era of mobile and IoT,” said Mark Robinson, Director Sales at Field Force Tracker. “Field Service Tracker gives companies tools that are designed for them to deliver exceptional customer experience. The amazing set of features in Field Force Tracker let them manage all aspects of their service operations with ease and at a very low cost.”

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Field Force Tracker Releases Latest Upgrade to its Award Winning Field Service Management Solution

    TRENTON, NJ, April 19, 2016 /24-7PressRelease/ — Field Force Tracker Software, a leading innovator of cloud-based field service management software, announced today that it has released version, a full version upgrade of its popular Field Force Tracker Field Service software. The release includes a long list of enhancements and features to help enterprise field service organizations lower costs, increase service revenues, improve response times, and provide remarkable customer experiences. Many of these were developed in direct response to customer requests for capabilities they were unable to find in alternative solutions. Key features in this release include:

New Dashboard Changes: With live feed of GPS data, dashboard continuously updates the current location field staff at all times.

Auto Scheduling Performance Enhancements: Many Improvements were made to the routing engine result in a dramatic increase in speed, enabling dispatch functions to react even faster to changing conditions.

Enhanced Inventory Management: Many changes were made to inventory management module. Now inventory is correctly updated at all times from service vans.

Handling of Branches and Departments: Field Force Tracker manages scheduling and logistics for branches where customers come to service provider facilities. This feature enables service organizations to optimize the utilization of location-based resources along with those in the field.

Resource Groups or Crew Scheduling: In scenarios where there are multiple resources in the field performing work together, Field Force Tracker now enables dispatchers to easily schedule the group or crew (people and equipment), both individually and as a unit.
field-service-software-for-enterprise
Enhancements to Schedule Rules: Management can ensure that dispatchers follow customized best practices by limiting specific scheduling events, issuing a warning, or suggesting alternatives to avoid excess cost, so that policies and best practices are leveraged across the organization.

Extending App-based Mobile Payments: Field personnel can securely take credit card payments using the built-in payment interfaces on any mobile device, simplifying the process for organizations to charge “time and material” customers and reducing billing cycles.

“Given the rapid growth in mobile devices and tablets and the potential impact on operational efficiency, revenue growth, and the customer experience, more and more enterprises are investing in their mobile workforces.” said Susan Ray, Marketing Manager . “We’re committed to developing innovative solutions to issues that large-scale field service organizations struggle with daily, providing powerful capabilities delivered to the field through native mobile apps for all iOS, Android devices. The latest upgrade is more proof of the unique value we bring to this field service software space.”

About Field Force Tracker Systems

Field Force Tracker (http://www.fieldforcetracker.com) is a division of Rapidsoft Systems inc., a software development company engaged in the development of mobile applications for over 10 years. A team of expert engineers located in the US, India, and the Middle East supports Field Force Tracker.

Field Force Tracker Systems provides state-of-the-art software and services addressing the complex challenges customers face in managing enterprise field service organizations. Its award winning cloud based, mobile enabled software enables companies to provide the most customer-centric and profitable field service possible.

Field Force Tracker provides the most comprehensive feature set, an open architecture for simplified integration, flexible deployment options, and on-demand configuration of the software. These combined elements drive rapid implementation, maximum adaptability, and the fastest ROI in the industry. Field Force Tracker’s technology is driving the success of diverse enterprises across a wide cross-section of industries. For more information visit: http://www.fieldforcetracker.com

Mobile Field Service Apps for Better Service Delivery

Forget pen and paper, now field technicians have smart phones with high speed 3G/4G connections. It is possible to complete your reports in the field. However, it is important to select your field service software better, because not all mobile applications are as powerful as Field Force Tracker’s mobile app.

Field Force Tracker mobile app is one of the best mobile app of its kind. It provides advanced mobility management features not found in other applications.

We all know how frustrating it is to lose connectivity on a wireless phone call – especially if you’re in a critical conversation or facilitating a conference call. For field personnel using field service apps that are dependent on steady streams of data to and from their wireless devices to do their job properly, even a brief loss of the linkage can be both frustrating and a drain on productivity. Therefore, it is important to have better service provider to deliver your services and an application that has full functionality as needed.

The best mobile app for field service

Field Force Tracker – the Best Mobile Application for the Field Service

Without up-to-date application, a field technician might quote the wrong price for service because the latest digital price book is not at hand. A construction or maintenance crew lead might not have access to critical customer instructions because their browser-based application won’t load. I recently had a visit from a cable engineer who couldn’t pull up his field service app to order a part because he couldn’t get the necessary data from his app server. He said he’d have to head back to the office when he left.  This forced him to make one extra visit.

Predicting where and when you’re most likely to get cut off is difficult. Wireless providers have maps showing coverage areas (there are even national maps spanning multiple carriers), but of course networks expand (and maybe in some cases contract) all the time. Reliability in a given area varies day to day, even minute to minute. That is particularly true if your business takes workers to locations where the network is stressed by a sudden surge of demand (think of the burgeoning oil and gas industry in some parts of the U.S., or of a disaster area where landlines have been massively disrupted).

Even where the wireless signal remains steady and strong, staying connected every minute may simply be impractical. You don’t want to discourage members of your field team from going behind a hill or into a basement to perform needed tasks for fear that their data connection will break down.

Best Mobile app for field service

A field team’s software must be designed to adjust to changing user needs– assuring that data both in the field and back at headquarters will remain available when needed. This helps assure that team members won’t resort to old-fashioned pen and paper during a customer visit, necessitating a time-consuming, productivity-draining re-input of the information.

Mobile field service apps like Field Force Tracker are designed from the start to operate with full functionality. Whether users are in the office or in the field, field personnel find their latest information is available to their mobile applications on the device. Data stored on the wireless device in the field can be immediately synced with what is stored back at headquarters. Any new updates from the office are also synced back. Plus, the original time stamps are retained (for instance on a photograph taken of the job site).

Best Field Service Software

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker, customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).