SalesTech Star

Make your Business Smarter with Field Service Technology

By Brad Hawkins, Senior Vice President of Products and Solutions at ServicePower

Companies that depend on field service visits have many responsibilities to juggle to ensure effective operations and high earnings. From technician scheduling to inventory management and customer service handling, the manual processes of the past are no longer a fit for this ever-evolving industry. Thankfully, integrated field service management software (FSM) options are equipped with automated offerings and robust business intelligence to take your corporate performance to the next level.

Customize analytics for insightful execution

Today, all-in-one business intelligence software solutions can provide self-service access to preconfigured and ad hoc reporting, collaborative dashboards, and alerts. As businesses expand their reach and product offerings, the management of larger workforces and service capacity will become an increasingly important yet challenging task. Field service software can help organizations improve service operations by tracking operational key performance indicators (KPIs), enhancing forecasting and planning, implementing continuous improvement initiatives, and promoting better decision-making. Integrated FSM can be customized for each business on dashboards that track progress toward specific businesses goals. FSM offers data analytics that enable organizations to unify reporting and map demand to capacity – this information has been shown to increase customer retention by 42% and service profits by 18%.

Operate and report at a higher level

Businesses that leverage field service workers for repairs or installations have the unique responsibility of managing contracted adjusters and scheduling the most qualified workers for each job. They therefore must have access to the appropriate technology to increase the efficiency of job request processing and technician route optimization. Automated dispatch software enables businesses requiring additional service capacity to intelligently manage and assign jobs to a contracted workforce. Dispatch solutions streamline service workflows and scale operations as demand changes, automatically assigning jobs to employed, third-party or blended workforces based on criteria-based scheduling. AI-enabled schedule optimization dynamically creates schedules, reduces the cost of schedule gaps, downtime or overtime, and improves field technician efficiency, productivity, and utilization. Field service technology provides universal visibility of operations performance, allowing managers to view operating margins, schedule and service costs to ensure their team is functioning at the highest level for business success.

Read More: SalesTechStar Interview with Reed McGinley-Stempel, CEO at Stytch

Automate for exceptional service

Customer is king and the future of the service industry depends on a company’s ability to provide more self-service offerings and real-time updates to customers when they inquire. For example, Safeware is a unique insurance and warranty protection solutions company for consumer products. With a strong focus on providing exceptional customer service, Safeware has chosen to implement field service management software to improve the service experience and enable its field teams to deliver the best branded service experience possible.  According to their Vice President of Solution Center Operations, Laurel Cipiti, an intelligent business platform has revolutionized their customer experience.

“Meeting the customer where they are is of critical importance Through our software, we provide both consumers and our service centers with the digital tools they need to enable a seamless end to end customer experience with on-demand 24/7 access and proactive communication capabilities. The platform has assisted in providing a first call resolution to our customers, which has improved customer satisfaction and our overall operations.”

According to Cipiti, the future of the customer experience relies on structures that place the customer in control and provides them with an opportunity to help themselves. Whether it be self-diagnosis, booking a call, collection or a repair via a customer portal, field service software’s automated reporting and analytical functions can enable intercommunication between systems behind the scenes, consistently updating content for stellar information management.

This increased visibility enables field service organizations to share previously isolated information across multiple departments, which improves communications and the overall customer experience. By leveraging the automated capabilities of field service software, managers can contact customers at the right place and time with the most up-to-date information possible for an exceptional service experience that will improve retention and sales.

Read More: SalesTechStar Interview with Gary Sangha, CEO at LexCheck