Benefits of Field Management Software
With 89% of customers wanting to see modern, on demand technology applied to their technician scheduling, many business leaders are looking to implement field management software to drive efficiencies within their organisation.
Robust growth in the field service industry in the last few years has driven demand for new systems to meet rising customer demands and improve overall customer satisfaction. Below we explore four benefits of implementing field management software in your organisation.
If scheduling is done manually, often this leads to mistakes and a loss of efficiency, which results in more time on the road for your technicians. Implementing field service software can improve your scheduling in several ways. When you use the software, you can strategically map out each technician's schedule to help bring better efficiency in terms of time spent on a job versus time spent on the road.
For example, Dynamics 365 (D365) for Field Service is a centralised system where you can schedule visits according to customer convenience, assign the right tasks to your technicians and communicate arrival time to customers. Another useful feature of D365 for Field Service is a mobile application which can alert technicians of schedule changes, allowing them to manage their time more efficiently. This also allows time for managing tools and resources needed for their next visit.
Gain More Insights
Field Service Software can improve the quality and accuracy of the metrics you track as many solutions provide highly detailed performance metrics on everything from average appointment durations to the time your technicians spend driving. With field service software you can also use key performance indicators to improve your business processes, identify challenges and increase profits.
With D365 Customer Voice, users can also gain insights into the customers through sending personalised surveys after field service calls. This helps organisations collect and understand feedback at scale to reduce response time and improve customer satisfaction.
Improved Customer Experience
According to Khoros, for 86% of organisations , good customer service turns one-time clients into long-term brand champions and according to Gartner, 70% of organisations will cite customer satisfaction as a primary benefit from implementing field service management. This is due to the way in which field service software enables an organisation to deliver customer service when they need it, ensuring maximum flexibility. A field service management system will also allow technicians to access customers previous service history to enable a more personalised and efficient service experience.
With D365 Field Service your technicians leverage additional insights to provide a proactive versus reactive service. One key addition is the use of IoT data which can help your organisation adopt a preventative service model, identifying and resolving issues before they arise. . The D365 system also gives you a 360-degree view of customer information which can also help you to consistently meet and go beyond your service level agreements.
Leading companies use field management solutions as they understand that saving time is saving money. In terms of reducing the cost of production, field management solutions help reduce the cost of production while ensuring maximum labour productivity. As field management software can predict the right products to dispatch in the field, the right route for the technicians and the right team to send out, this creates efficiencies which ultimately save costs and help organisations realise ROI.
To learn more about how field management software can work for your organisation, contact us today.