Penrod Blog

How Mobile Optimization Enables More Efficient (And Accurate) Field Service Work

02/19/19

Mobile applications are going outside the traditional office and into the field—field service management (FSM) software, that is. FSM systems are designed to keep track of field service operations, inventory management, vehicle tracking, scheduling, customer portals and more.

With mobile optimization, it’s transforming from a paper to a digital process to improve efficiency, reduce costs, and deliver an exceptional customer experience. Here’s seven key ways mobile optimization can transform your workforce and why you don’t want to miss out.

Agility in the Field

One of the most immediate benefits of mobile optimization is enabling quicker response times and real-time tracking. Using the GPS capabilities of smartphones, field service mobile can track both teams and resources. This allows organizations to see locations of techs in real-time and dispatch them effectively.

With the help of GPS, techs can navigate and reach their destination with ease. Unexpected traffic slowing things down? The platform’s connectivity can allow team members to quickly see if a technician will not make the planned arrival and give customers a courtesy call with an updated time. This personalized service goes a long way in establishing customer satisfaction and loyalty.

Route Optimization

Miles can quickly add up when driving to various service locations and efficiently managing resources is vital to any organization’s bottom line. Using GPS and scheduling tools, like those found in Field Service Lightning, organizations can plan routes more efficiently. This can dramatically reduce their fleet’s fuel consumption, as well as wear-and-tear and maintenance costs due to fewer accumulated miles, extending the life of their vehicles.

Eliminate Paperwork and Reduce Errors

Paper-based systems are notoriously inefficient, especially when it comes to field service management, yet many organizations can’t seem to let them go. Mobile optimization can help eliminate the paper burden once and for all, while reducing risk for error. With mobile optimization, field service technicians no longer need to pick up hard copy work orders at the start of a day. Instead, they can simply reach for their mobile device and their work orders are at the tips of their fingers–right in the field.

Mobile apps also help eliminate data-entry errors because there is little to no risk for lost or incomplete paperwork. The required data can be entered once into the system of record, like Salesforce, and then easily accessed via platforms like the Field Service Lightning mobile app.

Real-time Alerts

Field service technicians will tell you that change is a constant in their line of work. Life happens, and canceled or rescheduled appointments and emergency calls are not uncommon. Mobile field service apps allow employees to receive alerts in real time, so they can quickly adjust their routes and schedules as needed. This agile approach to field service work helps improve communication and efficiency and ultimately leads to cost-savings.

Solutions like Field Service Lightning also empower field service techs by providing them access to greater data, such as customer service tickets, invoicing history, and a knowledge library. This can help them them better adhere to processes and best practices while providing accurate service.

Emergency Preparedness

Field service techs often deal with “everyday essentials”: heavy equipment, elevators, and medical devices to name a few. When issues arise, it’s important field service techs have immediate access to critical information. Mobile field service apps allow crucial details to be quickly disseminated to the team so techs can arrive at the scene prepared without wasting precious time.

Increased Customer Satisfaction

At the end of the day, companies seek to meet, or ideally exceed, customer expectations. In today’s busy world, where service calls are often scheduled in a multi-hour window, this can be a challenge. However, with field service mobile optimization, technicians can improve scheduling accuracy and stay in closer contact with customers.

Customers also appreciate having more information. They may download an app that offers status updates, when they can expect the technician or even the technician’s name and photo. Customers may also be sent a brief survey to gauge their satisfaction with the service provided, so they can easily provide important feedback.

Training Opportunities

Field service mobile optimization helps organizations become more efficient via real-life training exercises. Mobile apps can harness the power of smartphone capabilities, like cameras, videos, and barcode scanning. Photos and videos are also especially helpful for field techs in training, but can also help even seasoned experts who are struggling with a new or complex issue. Scanning abilities also help document work done in the field and track inventory more easily.

Mobile optimization isn’t simply a way to bring your field service into the digital age; it can transform your organization. Field service programs can connect entire teams, no matter where they are, helping them work more efficiently and accurately to save you time and money while improving customer satisfaction.

Are you ready to transform your field service work to improve efficiency, reduce costs, and boost customer satisfaction? Contact Penrod today!