Field service management is all about making things run smoothly and narrowing the margin for error. You want to be able to keep track of what is happening where and quickly detect and solve issues or inefficiencies. That being said, there are smart ways to use field service management and not so smart ways.
Here are a few field service management strategy tips and tricks to keep you on track. These tips and tricks will make sure that you have your field service management program working for you at all times.
1. Find the problem and document it
Field service management can help you solve issues both big and small, but in order for it to really work as it’s intended to, you need to develop a comprehensive understanding of where you need to make improvements.
The best way to ensure that nothing goes undetected is to keep diligent documentation of all the happenings within your organization. With records to look back on, you’re more likely to be able to spot trouble areas and make wise decisions for the future.
Be as thorough as possible throughout this process and you will definitely benefit as a result.
2. Be smart about who has access to what
Data, data, data. We all know how important it is and how crucial it is to manage it smartly. In order to protect the people that work for you, in addition to your organization as a whole, it is essential that you make sure the correct people have the right access to the information they need to do their job.
The idea is to make things simplified and more organized, but remember that too much access can heighten the likelihood of unfortunate liabilities arising. Choose a field service management system that enables you to provide your people with the information and reporting they require but filtered through the permissions you grant them.
3. Use the tools to better understand your customer and reward those who are loyal
Good field service management has the potential to dramatically increase the level of customer service you are able to offer. In order for this to be put into practice though, you need to keep track of your customers and the information they provide you. If people are being asked to answer the same questions over and over again, they will quickly lose faith in your ability to provide the best service.
All information collected should be readily available to your entire support team, so they are able to engage knowledgeably and provide a level of service that will set your company apart. When you’re able to acknowledge and reward returning customers, you’re one step closer to building a lifelong relationship.
4. Don’t let any information slip through your fingers
Closely related to the last point is the focus on capturing as much information as you possibly can. Having the digital tools at your disposal to keep track of all the information that filters through your service process means you can capture and customize customer information at any time, from any device. Make sure your whole team is on the same page regarding what kinds of questions you need the answers to and that you have regular check ins to discuss reporting and analytics.
5. Plan, plan, plan
Good field service management means that your personal should be able to show up to a job and already know exactly what needs to be done. You can use these tools to ensure that your back-office team is able to anticipate what will be expected from field personnel so that there will be no surprises, and everyone can arrive feeling adequately prepared.