Customer Expectations
Meeting or exceeding customer expectations is always a challenge. Adopting new software can lead to confusion and frustration and initially hinder customer service. However, with a well-planned deployment, an FSM solution can reduce the number of dissatisfied customers while maintaining service levels regardless of upgrades, updates and employee movement.
Service Delivery Optimization
Customers expect their product or service at specific times and places without hassle. And providing those services in the field adds another layer of complexity—traffic, new environments for technicians, jobs taking longer than scheduled to complete, etc. can be barriers. But an FSM can help account for some of those barriers and make the experience for customers and employees more positive.
Real-Time Communication
Fast and easy communication with employees and customers can be a challenge. Consider the number of methods (text, email, website, apps) to provide information. Field service management can provide a standard communication method for all employees in a system with all the information they need about customers, tasks needed, etc.
Real-Time Resource Location Monitoring
Field service management helps you monitor and identify resources in the field in real time. Track tools, equipment and vehicles and log who’s recently used the different items.
Increased Costs
Effectively managing travel expenses and monitoring equipment and tools with FSM software can help control costs. It also helps remove unnecessary paperwork and digitizes and automates tedious processes.
Safety and Security
Employee safety must be your first priority. Mobile employees and service techs encounter uncontrolled environments. Field service management can help employees identify security threats and communicate with management or customers to alleviate unnecessary risks.