When one considers the archetypal business, what comes to mind? For many, it’s images of cubical-lined office buildings or brick-and-mortar retail establishments. However, not every organization fits this mold. For a large number of organizations, company resources are much more mobile. This is particularly true for field service providers, who often have a significant portion of their workforce and equipment deployed away from company property. Field-service industries include property maintenance, residential and commercial cleaning services, civil engineering, home health care, as well as others, and rely on the ability to coordinate and direct these resources remotely. Of course, when dealing with a large fleet deployed in the field, keeping track of work orders, schedules, and availability becomes a difficult task—one made even more so by the constantly-changing demands of customers.
In order to combat these hazards, many organizations are beginning to rely on the mobility and computing power afforded by mobile smart devices. However, simply having access to smartphones and tablets may not be enough; in order to achieve peak efficiency, these industries benefit most from adopting field service management software solutions.
Field service management software describes any tools, systems, or platforms that are designed to increase efficiency and accuracy in field service industries. The idea of field service grew from the analogue tools, calendars, and printed information files/work orders that field agents would use to plan their schedules, but left little capacity for those agents to coordinate amongst each other or with the home office while in the field. The eventual introduction and proliferation of pagers and mobile telephones made it possible for agents to remain ‘in-touch’ with their superiors and their customers, but still relied on direct, two-way communication—in order for a schedule change to be implemented, one would have to contact the agent by phone, and relay that change verbally—which could not account for issues related to missed calls or miscommunications.
As computers became more prevalent, digital organizational tools replaced analogue ones, allowing for more-accurate record keeping, and the advent of the internet made it possible for more-detailed information to be shared almost instantaneously with a large number of agents.
However, these advances did little to address the issue of mobility among field agents. After all, how advantageous is it to be able to make up-to-the minute changes to schedules, if the agent in question can only access those changes from the home office? The real game-changer for field service industries arrived with the introduction of mobile, internet enabled devices.
Today, the best field service management software is built upon the cloud, and allows users to keep in touch with all of the most-important data in real time. This means that when schedules are updated, new information becomes available, or new work orders are being issued, field agents know about it instantly. And, also thanks to the cloud, all authorized users are are able to access the same dynamic system, so any changes made to any part (such as a schedule update), are viewable by all users in real time. The end result is a completely unified workforce, capable of adapting to unforeseen developments as they arise. This provides for a better customer experience, a more-efficient use of time, talent, and equipment, and as an added bonus, makes it possible for businesses to track their agents, so that they always know who’s doing what, and when. But while most web-based field service management software can help improve field agent effectiveness, the leading field service management software options are those that take things a step further.
Before committing to a specific field management solution, you should be aware not only of your organization’s specific needs, but also the particulars of what is being offered. Researching various options, reading up on field service management software reviews, and taking advantage of any free trials being offered are all vital to finding the right solution to fit your needs. That said, here are our top 4 features, benefits, and functionalities that a user must understand in order to make an informed purchasing decision.
The archetypal office, with its desktops, cubicles, and stationary workforce, doesn’t have much need for mobile field service software. However, those businesses that want to be able to track and coordinate a mobile workforce are finding it increasingly difficult to function without one. As technology progresses, customers are becoming less forgiving of missed appointments and miscommunications. Despite this trend, approximately 60% of companies surveyed are not using a field service management/automation solution.
What does this mean for your organization? The answer all depends on the direction you decide to go. By applying the benefits of advanced field service software, your business will gain a competitive advantage over those competitors who are not. On the other hand, if you choose to continue viewing your mobile workforce as something that needs to be maintained in the office, then you’ll likely end up left behind. With advanced field service software, agents can receive work orders, coordinate with decision makers and other agents, schedule appointments, and access relevant data, all in real time, for a service that customers and agents can get excited about. After all, when agents need to go where the customers are, then it only makes sense that they take the office with them.
The best way to see how Salesforce is revolutionizing customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
Questions? Our reps have answers. 1-800-667-6389