Any business, especially those engaged in the service industry, struggle to manage a team of field service staff effectively. Checking who is doing what, where they are deployed, as well as connecting to office systems for recording, monitoring, and managing purposes is a complex process prone to human and technical errors.
Failure in effectively managing your staff does not just affect the business process itself, but it directly impacts the efficiency of your customer service too. Sooner or later, the company will incur losses.
Thanks to technology, however, managing a field staff can now be done more efficiently with developments in Field Service Management (FSM) software. This fairly new technology automates field operations through mobile systems installed with field service management software. Service order scheduling, dispatching, and tracking vehicle locations are only some of the processes that are digitized and streamlined by these programs.
How Field Service Management Applications Are Used In Businesses
This system can be applied to many kinds of businesses, but delivery services, telecommunications, public transport, engineering, and construction firms, are the industries that mostly benefit from FSM. Below are the most common uses of FSM programs in businesses:
- Round The Clock Fleet Tracking
From providing directions, catching suspects, to discovering erring staff, GPS tracking has made our lives easier in many ways. As a business application, GPS fleet tracking is essential, especially for those involved in trucking and delivery services.
By tracking each vehicle that leaves the office, dispatchers would know where the truck is going and how close it is to their assigned destination. FSM software can help business owners and managers ensure that business resources are not put to waste. Knowing the vehicle’s route can tell you if your driver is working, and is not just using the vehicle for personal purposes.
GPS tracking software programs can likewise lead to improved customer service by reducing clients’ waiting times. In addition, it helps staff provide real-time updates about the status of every client’s order.
- Scheduling and Dispatch Automation
Before automated dispatching and scheduling software were created, business owners and staff rely mostly on paper trails and other intrinsic systems that prove to be very complicated. A seamless scheduling and dispatching system requires field and in-office teams to collaborate, so that every move and update is accounted for.
FSM programs, however, facilitate real-time information exchange, something that a business with an outdated and manual communication system will find hard to accomplish. This can drastically reduce human error and disconnect, leading to a more efficient scheduling and dispatching process.
- A Centralized Information System
Information and communication gaps may be one of the main reasons for service delays and misunderstandings that often lead to business losses. An FSM software, however, can facilitate real-time information exchange by allowing business staff to access updates and order status via web and mobile applications.
This makes data and information available to business staff whenever and wherever they may be. A centralized information system promotes team collaboration as the staff can work together to streamline business processes.
- A More Efficient Inventory Management System
Inventory management is another major pain point for most businesses, and it is especially difficult for field staff who do not have the right tools, knowledge, and information needed to do their work efficiently. Without knowing which stocks are available, field technicians have to go back and forth with other personnel and wait for feedback, leading to inconvenience and service delays.
An FSM software that helps keep track of inventory can help business owners monitor which items are fast or slow-moving. The program can also alert them when an item needs to be restocked. This improves the overall efficiency of the business and will avoid opportunity losses.
- Customer Service and Management
An FSM software can likewise help improve customer service and encourage customer retention. Most customers don’t have the patience to wait in long queues, and no one likes messing up important schedules and bookings just because one of your staff forgot to update an order ticket. You can avoid that with FSM applications that can be integrated with customer service and management programs. This system can help you develop customer leads, improve customer communication, and encourage customer retention, among others.
FSM software allows GPS fleet tracking, automated scheduling and dispatching, inventory management, and other procedures that can improve business processes and customer experience. With the use of field service management software, a customer will have none of the delays, technical problems, double deliveries, and errors in bookings.
There are various FSM programs in the market but some are more useful to a particular niche or industry only. So, before spending on a new system, make sure that it can address most of your business pain points and enhance the productivity of your employees.
Gate-Maker.com is a tech support company with a vision to inform, empower, and showcase Tech Entrepreneurs in order to bridge the gap between starting and becoming successful Tech Entrepreneurs.