The field service team isn’t highly visible within an organization. These workers aren’t in the office, chatting up co-workers in the lunchroom. They don’t get the opportunity to exchange pleasantries with the CEO in the hallway. But the field service team is a highly visible position to one critically important segment of any enterprise – the customer. Maximizing your field service team has a direct correlation with customer satisfaction.
Enable offline functionality
In today’s world, a location without Wi-Fi is a major catastrophe for the average smartphone user – let alone an employee who requires connectivity to input data and keep job records. That’s why offline capabilities are critically important for streamlining field services operations.
If your team can continue to access apps and forms to enter data, it eliminates many headaches when traveling to off-the-radar job sites. Most applications with offline capabilities automatically sync with the main database when a connection is obtained, meaning there’s no change the workflow based on whether Wi-Fi is available or not.
Provide multi-device compatibility
If you’re using BYOD, multi-device compatibility is a must for any applications your company uses to stay in contact and sync data with field service teams. When cross-team cooperation is necessary for completing many projects, everyone requires access to the full picture for collaboration.
Don’t leave field service workers out in the cold with less-than-adequate access to the information and up-to-date details they need to perform each service call with precision. It frustrates field service workers and results in unsatisfied customers – neither of which is beneficial to enterprise goals.
Less official field service team management configurations may input field service calls in a queue, where teams are relied on to select jobs that are in closest proximity as a means to eliminate unnecessary travel time. While this approach is based on a good theory, it offers little opportunity to accurately prioritize calls without adding layers of confusion to the process.
Enterprise mobility solutions have the complex capabilities required to develop clear, comprehensive prioritization methods and valuable tools for assigning calls, minimizing travel time and the flexibility to add-on functions to create a streamlined interface for cross-team collaboration. This means your field service teams can move from call to call with ease, getting more accomplished and ending most days without extensive overtime.
Reduce documentation errors
Electronic documentation offers input fields that allow technicians to quickly select options from drop-down menus and check the proper boxes – minimizing the likelihood of errors and reducing the time it takes to complete paperwork.
That means your field service workers will spend more time interfacing with customers and less time completing paperwork – so they can fit more work orders in a single shift, and have less customer complaints related to billing errors, incorrect parts or any number of other issues that stem from improper documentation.
Collaboration is necessary in every enterprise. Data must move from one department to another, so each can analyze it for their own needs, transition it to a new format, send it out to an outside party, report it to a higher up, use it to bill customers, or make some other use of it. Whatever the interaction, departments overlap at some point. Functions are co-dependent.
Keep your field service teams happy and productive by streamlining collaboration within the organization. Instead of a necessary trip back to the company’s main office at the end of every shift to hand in reports, this data can be instantly synced and available within seconds to every department that requires it. This reduces the 24-hour delays it takes to respond to customers when input is required based on a group analysis of a specific problem. Essentially, it’s automation that drives convenience and satisfaction.
All of these tactics can be implemented by adopting enterprise mobility solutions designed specifically for enterprises with field service teams. With functionality and ease of use in mind, these solutions make it possible to automate processes, simplify the workflow, enable better collaboration and speed up day-to-day operations. When field service teams are the front lines of your business, maximizing this component of your company will have positive impacts that reach every corner of your organization.