A customer calls with a problem that can be solved only by sending a technician or engineer. If you’re like many companies—54 percent according to a recent MSI Data survey—your problem starts here, because your field service management (FSM) is almost entirely manual.
Scheduling, routing, dispatching, order management, visits and invoicing are all done by hand and often on paper. Not only is this inefficient, time consuming and prone to error, it’s also expensive.
The biggest FSM pain points are often disorganization and inefficiencies. Combine the additional pressures—noted in this ServiceMax ebook—of CEOs “asking field service leaders to be innovative, to find new ways to increase revenue, improve productivity of technicians, and raise NPS and customer loyalty scores,” and field service organizations are facing tremendous challenges.
There is a better way: Go digital with your field service management.
Software designed specifically for your use case that empowers and mobilizes your whole FSM system can:
- Dramatically accelerate the scheduling, routing, dispatching and invoicing processes.
- Free up technicians’ time for more appointments.
- Increase customer and employee satisfaction.
- Give you a huge competitive advantage.
For instance, before implementing software, SPP Pumps—a specialized pump equipment manufacturer—lost lots of time with paper-based processes, manual data re-entry and faxed and handwritten notes prone to errors. See how SPP Pumps took their invoicing process 100 percent digital and cut their invoicing process from multiple weeks to just one day.
Simply digitizing your records and processes isn’t always enough. Integration is key to realizing the greatest benefits from modernizing FSM.
The same MSI Data survey says companies that are “looking for a software solution to increase efficiency and ease complicated field service tasks quickly realize that designated field service software, integrated with the rest of their business and accounting systems, is what they need to achieve their goals.”
Consider the business value of connecting the customer and order data from your service visits with your back-office invoices and inventory and front-end CRM. Not only does this boost your customer service efforts, but it also makes for a more productive field service organization and goes a long way toward meeting those CEO demands.
Want to know the five essential steps to transform the field experience, delight your customers and gain a competitive advantage? Learn more now.