Running a company that requires field agents can be tough.
Some days it may seem impossible to keep everything organized and running
smoothly. There are so many factors involved. There are the workers in the
field, plus scheduling, plus equipment tracking, plus a response center. Beyond
that, you have to focus on customer service and speedy completion times.
It’s challenging work. Thankfully, technology can make your
field service operation run a lot smoother.
Technology Streamlines Everything
With so many moving parts, the most important thing to do is
streamline everything. You need a hub that manages customers, field
technicians, and more. Right now, most field technician-based companies aren’t
operating on a central hub.
Instead, they communicate through mobile phones and go about
their day based on a schedule created in the morning. But what happens when a
customer cancels, and you can’t reach the tech on the phone? Your company loses
time and wastes money. Not to mention, you’re left with a frustrated tech.
What happens in case of an emergency? What do your techs do
if they can’t get through to the supervisor’s mobile phone? They probably try
to manage on their own, which ultimately leads to mistakes. Mistakes are not
only costly; they’re dangerous.
When your agents go out and complete work orders, how is
that tracked in the company files? Manually at the end of the day? Or is it
tracked at all?
What happens when you get a new service request? How do you
find the technician that’s closest, capable, and carrying the right equipment?
What happens if you have a tech who is out on the job but needs help? How do
they know who’s available and able?
All of these questions and operational problems highlight
the necessity for streamlining the day-to-day. Field service operations need a
central hub, but how do you find the right one?
Finding a Tech Solution for Streamlining the Day-to-Day
There are several project and customer management systems available
today. Ultimately, the right choice for you and your company comes down to a
few things:
- Budget
- Needs
- Number of Users
- Overall Goals
However, if you’re looking for the most robust streamlining platform out there, look no further than the Salesforce CRM. While you might think Salesforce is only for financial or marketing companies, it’s actually ideal for service industries, too. It’s especially useful for streamlining field technician management, thanks to its field service lightning features.
Salesforce’s FSL, is highly customizable, but it
allows you to create a mobile-friendly field service hub right in your own CRM.
It’s feature-dense, and not right for everyone, but it goes to show how there
are solutions out there that genuinely simplify the inherent struggles of
running a field tech service operation.
Utilize Technology When You Can
While upfront costs and learning curves might make
technology platforms intimidating, it’s essential to utilize the tools at your
disposal. If you run a company or manage field tech agents, you must be able to
manage everything from one central location effectively. It’s also crucial that
you can easily access your techs throughout the day. Technology allows you to
do both.
Remember to consider your unique needs when shopping for
software solutions. Don’t let upfront costs keep you from taking advantage of
what could be the missing component from your business.
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