Field service management professionals more than any other rely on the equipment they use to aptly communicate and do business while working remotely. Through the usage of mobile devices and smart applications, those working in field service are able to tap into enhanced software capabilities to give them advantages to improve processes and get a better return on investment (ROI).
By automating processes in the field and integrating the ERP (enterprise resource planning) to the CRM (customer relationship planning) and other vital applications, those assigned to client locations can work as agilely as those who are based in the company’s home office. Having access to important tools, as well as information and data can provide these workers with obvious advantages.
Being able to log in via smartphone, tablet, or laptop and access real-time insights anytime and anywhere can make the difference in losing or making a deal.
Accessibility, From Anywhere 24/7
Modern technology can make it exceptionally easier for remote teams to conduct their jobs and satisfy customer expectations. Today’s ERP solutions provide field service professionals the benefit of connecting various areas, such as: billing, accounting, customer service, inventory management, dispatch, and routing. With one, easy-to-access solution, employees are able to work better — more efficiently and with less likelihood of error.
Accessible dashboards that are configured to the needs of the user also enable field service staff to make quick decisions. With a wealth of resources at their fingertips, those who the company sends out for a service call, or routine check can actually step into the role of consultant or valued liaison.
Automatic alerts can be set up so service teams are aware of expiring contracts, giving them the opportunity to extend the relationship even before it times out. ERP systems are capable of managing numerous service schedules per customer simultaneously.
Flexibility has many advantages, one of which is giving service technicians detailed and timely information during the quotation process. Being able to provide on-demand estimates provides remote sales associates the chance to up-sell, which can drive even more revenue generation.
Visibility Into the Field
In the area of Field Service management, things happen, and often when least expected. A connected ERP allows dispatch or the call center the ability to see where field service technicians are at any time. With GPS (global positioning system) at work, the central office is empowered in a way that benefits the overall business.
Dispatchers have insight into anything that can compromise planned work and can contact customers to inform them about schedule changes or delays. A better connected team helps eliminate conflicts or obstacles that could compromise service.
When in need, changes can be made. The Service Team can be tracked via Google Maps, making it easy to substitute a field technician if another runs into issues that could push back scheduling. Those working in field service know this happens more often than not. It’s how a company responds that has the most impact on positive customer satisfaction.
The system is robust enough to track traffic patterns, alerting all parties if complications are detected. The ERP’s dashboards provide graphic displays of routes; tracking workflow is easy for those in the field as well as those working from the central office.
The Customer Advantage
The ability to track field technicians and refer to work logs that they are submitting in real-time provides a clear benefit to customers. Customer relations representatives working in the main office can contact customers in advance to let them know of any changes that could occur.
A company that has a cohesive message is seen as more transparent, which can help to secure loyal customers as well as to keep them — this is important in the ever-changing business climate. Having advanced warning of the logistics of the field service team provides the best situation as they’re always ahead of the ball and aware of issues even before they arise.
The field service management team is able to put its attention toward customer needs, as the modern ERP system makes mundane but necessary tasks much easier for the team to shoulder. For example, team members are able to clock in and out easily, reducing paper trails that often end up lost before they are able to be turned in at headquarters.
When it comes to equipment maintenance, an ERP can ensure that on-site systems are running efficiently and there is no danger to field workers or those working at the client location.
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A cloud ERP solution can give field service companies the advantage necessary to succeed in today’s business ecosystem. Making the decision to implement is an essential step forward, as is choosing an experienced partner that understands the company’s scope of business and objectives.
Milestone brings 25 years of experience with business management software, including ERP solutions. Working with clients to meet individual objectives and needs is our specialty. Download our guide to see if it’s time for innovating to a modern cloud-based system and contact us to learn more or to schedule a complimentary software consultation.