Service managers need to understand the quality and effectiveness of their service delivery. The lack of service measurements is one such area that lacks in paper base or simple home grown systems. This article describes how field service software can help you better understand the effectiveness of your service delivery. Using extensive analytics information of Field Force Tracker’s reporting module, you can measure the effectiveness for field services in your organization.
Service companies 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. 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.
Field Service Reports can Make a Big Difference
Managers with responsibility for operational and service areas of the business, need to know what is happening in their organization at any time, that is a given. The manager needs to have this visibility, from wherever they are. Whether they are in the office or out and about they need to have a good understanding of what is actually happening. Not from what was planned for the day or from what they are being told, but what is happening in real-time and at any time.
Information needs to be simple to access. It needs to be easy to understand, accurate and instant. Ideally access to job status, customer information, location information, asset information and notifications should all be in one place.
The ultimate of any field service solution is quite simply better visibility of the workflow to and from the field. Ease of integration is a key part of any new solution as an integrated field service solution means that the two-way flow of data and information is captured just once and in a consistent and efficient way. It means that no data is left unused or delayed while waiting on paperwork to be finished or for collected information to be downloaded and an audit trail is in place reducing the chance of any lost or missing information.
All areas of the business can then have visibility of what they need to access, making their work more straightforward and productive.
Different Stakeholders of Field Service Reports
Here we look at the benefits different parts of the business can get from the improved visibility that field service solutions bring:
The Business Owner/Manager or Company CEOs
For the business owner, or manager, reports can be easily accessed on any criteria as systems are linked and ‘speak’ to each other. The health of the business can be easily monitored and customizable reports can be run on jobs, revenue, inventory, employee hours, customer surveys, invoices and customer data.
Profitability can be reviewed by customer, service or product allowing focus on driving higher overall revenue and increased margins.
The Service Managers or Service Directors
The service manager can see real-time status updates of all jobs (scheduled, started, paused, completed) across the teams and also assess the productivity of individual staff members across jobs and tasks.
Workflow can become automated reducing paperwork and eliminating lost or delayed time through scheduling improvements and job completion rates.
They have this visibility from wherever they are, whether in the office or not as all information can be easily accessed through their mobile device.
For the team in the office they can assign jobs faster with improved scheduling, increasing the number of jobs field technicians receive due to the reduced time. There is real-time visibility for scheduling and updating of jobs, significantly faster capture of customer information and service requests and the distribution of work orders is instantaneous.
There are significant time savings from the reduction or elimination of paperwork and the team or individual is then able to be more productive on other tasks.
The Field Technicians
For a field worker improved visibility, through an integrated mobile solution, means they can do their job in the best possible way. Critical information can be accessed and shared in real time in the office and the field. Through integration with other back office systems, the field worker has access to the job history and customer records allowing for a more detailed understanding of not only the job they are going to but also what has happened before and why. Turning up to site and having this information on the job detail to hand or having access to it, means there is better chance of job resolution on this first visit and all the benefits this brings to an organization, the technician and the customer.
People Management Managers
As the work gets recorded, the work and travel time can be accurately recorded for allocating to customer accounts and also through integration with other systems, the data can be exported into HR applications. This part of the automated process helps to limit erroneous overtime costs and reduce payroll errors.
Finance and Accounting Managers
For those in the finance team invoices can be automated immediately upon job completion. A work order, for example, can be issued, then on job completion the customer can be invoiced immediately, achieving a quicker payment cycle through this order to cash automation. Data can be transferred electronically between systems, making accounting and payroll tasks more efficient and accurate.
Financial reporting becomes more straightforward as customizable reports include all the relevant information on revenue, costs and employees.
Real-time visibility provides many of the answers a field service organization will need to better-manage the day to day operations and deal with whatever the day demands across the entire business.
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).