How to Master Field Service Management in 8 Simple Steps
If you own a field service business and you are still relying on the traditional ways of doing things, you may be putting your business at risk. Being prompt in delivering quality services and having an accurate record requires more than using a spreadsheet or handling the whole process yourself.
To run a successful field service business, you need to put in place a systemic process that will make everything go smoothly. From receiving a request from a customer to monitoring the satisfaction rate of the customer, and sending in qualified technicians to execute the job. All these require work order management if you are keen on taking your business to the next level.
Going through the whole process of field service management entails a lot. However, we have put together 8 steps that will help you master field service management.
Follow these simple and practical steps and see your business take a new dimension.
Step #1: Scheduling
As a manager or supervisor of a field service company, scheduling is a prime step that must be mastered. Field workers need to know their shifts based on the schedule of the company. This will help workers know when to be available and what tasks would be assigned to them in advance. This way, the workers can prepare themselves for any job to ensure a 100% success rate is achieved.
Step #2: Assigning Tasks To Workers
As a service-based company, your priority is to deliver satisfactory jobs to customers. This can only be achieved if you assign the tasks to the right team. Know your field workers and understand their strengths and weaknesses. For this reason, you should try to maintain a flexible method that will allow you to get the right set of workers at the time they are needed.
Step #3: Dispatching technicians to the worksite
After a request is received, you need to plan and assign the right set of workers to the job. Thereafter, dispatching needs to be done. For prompt delivery, it is better to dispatch workers that are closer to the worksite. However, you shouldn’t sacrifice expertise for proximity. If you think the workers closer to the worksite won’t do a perfect job, take your time to dispatch a team that you are sure of.
Step #4: Communication with customers
One of the attributes of a professional field service company is the ability to keep customers informed at every stage of the work. Once you receive a request from a customer, inform the customer once you dispatch workers to the site. If your workers are facing issues when trying to navigate the routes, keep communicating with the customer so that he/she doesn’t get worried.
Customer service is crucial to any business. Ensure you give your customers the best experience because it can help build the reputation of your company. Expanding the customer base by referrals is still very much alive. You need to treat your customers nicely so that they can recommend you to friends, families, and neighbors.
Step #5: Monitoring workers to ensure excellent jobs are done at the right time
It is one thing to dispatch workers to a site and it is another thing for the workers to do the job at the right time. To ensure that the workers are not sitting idle, there needs to be proper monitoring and a timeframe for them to complete the job.
Monitoring has been a big issue for most service companies before the advent of sophisticated software. The whole story has changed today because you can use software to handle the monitoring of workers in the field to ensure that they deliver optimally.
Step #6: Inspection
After the completion of the job, a proper inspection needs to be carried out to ensure that an excellent job was done by the worker. During the inspection, you need to crosscheck customers’ requests and reconcile it with what has been done. This process is a vital one because it is the last stage before the customer’s evaluation is done. Supervisors need to be sure that a good job has been done before calling on the customer to evaluate.
Step #7: Customer’s evaluation
Now is the time for the customer to go through the work to see if his/her request is properly met. After evaluation, the customer will give remarks about the job done. If all the field service management processes listed here are followed, there should be no worries about the remarks of customers.
Step #8: Documentation in Office
All documentation takes place in the office. If documentation is not done properly, it could lead to disorganization in the company. Invoicing, billing, and other processes need to be handled by using software that makes work easy.
Using Field Service Management Software To Handle The processes
Mastering field service management can yield maximum success by using software that helps automate most of the processes. Gone are the days when we relied on pen and paper, things have become more sophisticated and businesses are already going with the flow.
If you own a field service company and want to ensure optimum field service management, the best way to go about it is by employing software to handle most of the jobs. Using field service management software will not only save you time and money but will save you from making grievous mistakes that could be caused by using pen and paper.
Get in touch with DragonFlySM today to take your field service company to the next level. We have a team of software experts that are ready to give the best services for your business.