Must-Have Features in a Field Service Management Software

Before there were automated software solutions to manage field work, operators had to sort through stacks of paperwork, handle scheduling complaints, manually organize work orders, and still try to make a profit. This process took up valuable time and resources while increasing the potential for human error.

Unfortunately, many field service companies continue to use manual methods rather than invest in an automated solution. Consequently, it's much harder for a small business to meet customer standards, maintain optimal worker efficiency, and provide high-quality service.

A full-service software solution can perform much of the required work automatically and ensure compliance with industry-related regulations. Read ahead to know the various features included in field service management software.

The Basics of Field Service Management Software

Field service management software manages every single component of field service from a centralized location. This optimizes scheduling and ensures qualified workers are matched to the correct assignments.

It also improves the communication between the back office and workers in the field to provide the best customer service so field service companies achieve profitability. Here are the top features of field service management software -

1. Scheduling and Dispatching

To ensure a streamlined field service operation, organizations must maintain and manage technician schedules. Field service management software takes expertise, availability, and worker/worksite location into consideration before assigning a job.

The majority of software solutions perform this automatically, but the best field service solutions employ machine learning to recommend certain employees for specific worksites.

This saves time, ensures quality customer service, and eliminates bottlenecks, such as assigning a technician to a job that is too far away.

2. Manage Work Orders

Paper-based work orders are ripe for human error and can easily be misplaced. An optimized software solution eliminates the potential for error by streamlining the entire work order process from start to finish.

When a work order request is delivered and assigned to a technician, that assigned worker is recorded in the system so everyone knows who is responsible for it. Technicians can also input real time notes about their worksite experience, which can be accessed by other technicians who go to that location in the future.

Everyone knows when a job has been finished because each completed order is immediately updated in the system. This minimizes the operator's workload and ensures everyone has the correct information to provide the best customer service when they arrive at the worksite.

3. Mobile-First Interface

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Every cloud-based software solution offers a mobile app so technicians can easily access information from their devices. Workers can see their schedules and check for any new assignments so they know exactly what to do for that day.

They can also input any new customer data or special notes that help other technicians who visit that same location.

An automated software solution also acts as a knowledge management system in that it provides expertise for technicians who may have a question while in the field. Workers can use this feature to identify problems and find solutions without having to call the main office for assistance.

4. Inventory Management

Field service technologies assists in managing assets by tracking all of the inventory utilized by field workers every day. Because most technicians use the same tools and equipment for repairs and installations, operators need to ensure these parts are fully stocked.

An optimized software system is updated whenever a part is taken or used. It then sends an alert to field managers so they know to reorder.

Many of these software solutions can also integrate with data analytics or other inventory management software to optimize future reordering.

5. Contract Management

Field service management solutions efficiently manage all customer data in a centralized location so operators can learn from past job requests and make improvements moving forward.

Clients can also access portions of the software system to update an appointment time, provide feedback, or change their personal information. This improves the quality of field services offered, which assists in achieving profitability.

Advanced Features

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Certain field service management solutions offer functionality that is used by high-level field operators. Examples of these features include

  • Reporting and Analytics - Field service operators can drill down into data and generate reports that provide valuable insights. This optimizes the efficiency of technician service, resulting in greater customer satisfaction.
  • Messaging - This feature allows all field-related employees to communicate on the same platform. It monitors communications and allows users to tag workers to let them know details about a work order.
  • GPS Integration - Many software solutions integrate with GPS or other route planning services to improve logistics and scheduling.

Key Takeaways

In conclusion, here is what to know about field service management software

  • The functionality of field service management software is used to improve scheduling and manage work orders to optimize the efficiency of service and maintain customer satisfaction.
  • Field service management software integrates with smartphones so technicians can access field data from their mobile devices. Operators can also use the platform to improve inventory management and forecasting.
  • FSM software improves contract management. It also offers client access to input and view certain data, which creates a better customer experience.
  • Advanced features of the best field software may include reporting and analytics, messaging networks for technicians, and integration with GPS to improve response time.