Field service experts know properly managing off-site technicians is key to enhancing efficiency and customer satisfaction. With the right field service management software features, businesses can maximize their field service operations and drive growth and success.
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This article delves into the critical features that field service software offers. Explore the essential elements and understand these robust functionalities that allow decision-makers to make informed choices and optimize their processes.
What This Guide Covers
What Is Field Service Software?
Field service software, also known as field service management (FSM) and field workforce management software, are all-in-one solutions that manage every aspect of field services from a central interface.
By consolidating your data into one place, you never have to look very far when creating schedules, reviewing job history and understanding overall company performance. Field service software also provides sophisticated communication tools to relay information between the field and the office.
These solutions help you optimize and streamline your processes to create a profitable operation. Let’s take an in-depth look at field service software’s basic and advanced features below.
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Basic Features
There are a few basic features that most field service management solutions will contain, as they make up the core functionality of this type of software. But keep in mind that many field service vendors are out there, each offering different packages, add-ons, pricing plans, capabilities and integration possibilities.
Vendors may consider different features “standard,” and as such, not all solutions will share the same tools and functionality. While it’s reasonable to expect the following tools in most systems, do diligent research to ensure your vendor offers everything your business needs.
1. Job Scheduling, Dispatching and Routing
You need to be on top of your schedule to run a smooth and efficient organization. If not, you might find yourself in a constant game of catch-up, trying to resolve the issues a bad schedule can cause.
For instance, a technician’s sick day can mean rescheduling several jobs last minute. While this task is stressful with just a pen and paper, field service scheduling software makes it quick and straightforward.
Dashboard view gives the status of all job orders at a glance.
Most FSM software considers factors such as a technician’s availability, skill level, proximity to resources and geographical location when assigning jobs. Some systems do this automatically, while others use an algorithm to suggest the right technicians for specific jobs. Then, once scheduled, the solution automatically notifies the technicians of the type and start time of the next job.
Automated route planning tools maximize your field technicians’ time and fuel by finding the best routes they can take to complete a set of assignments. It works by tracking technicians and their vehicles in real time using GPS.
Many programs allow users to see where their technicians are in real time on a map interface.
Many solutions use this feature to offer turn-by-turn navigation and recommend the closest technicians during job scheduling. This feature can also help office staff hold their technicians accountable regarding time management.
2. Quotes and Estimates
Quotes and estimates are a key feature of field service management software that let organizations provide accurate pricing and quotes. They streamline the sales process, provide transparent and predictable pricing, and ensure efficient service delivery. Leveraging this functionality helps organizations enhance customer satisfaction, optimize their sales process and improve their bottom line.
Field Service Software offers creation of quotes and estimates for easy job costing.
For example, a landscaping company can provide customers with quotes for various landscaping services such as lawn maintenance, tree trimming and irrigation installation. When a customer requests a quote, the software generates customized quotes based on requested services, material costs, and labor costs.
This functionality lets organizations provide accurate and transparent pricing estimates that can be adjusted based on feedback or additional requests. Once the customer approves the quote, the software can automatically generate a work order and assign it to a technician for completion.
This functionality can also include customizable templates, pricing rules and proposal generation. The software can provide customizable templates for different services to quickly generate quotes and estimates without starting from scratch. It can also apply predefined pricing rules based on service type, location and customer type. This strategy ensures that pricing is consistent and predictable and reduces the risk of errors or discrepancies.
Additionally, the software can generate professional-looking proposals with customized branding, service details, and terms and conditions, which can be shared with the customer for review and approval.
3. Work Order Management
Like everything else these days, work orders have gone digital. Work order management streamlines the process and eliminates confusion by tracking work orders throughout the job cycle. After a manager receives and assigns a job, the work order records which technician is responsible for completing it. That information is available to everyone who can access the system.
Further, this feature allows technicians to document their work at a particular job. Techs can take notes, record video and audio, take photos and update completion status. In the future, office staff and other technicians can quickly access and use this information without worrying about incorrect or missing data due to bad handwriting or lost notepads.
Streamline scheduling and tracking in field service with work order management.
After technicians finish a job, they can mark it as complete in the system. With a brief search, you and the other techs can see the status of all your work orders. Now, everyone is on the same page, and there is no question about a job’s completion.
Even after finishing an assignment, the solution saves work orders for later viewing or auditing. But to be safe, check your vendor’s data storage plans to ensure you can access documentation from as far back as needed.
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4. Contractor and Subcontractor Management
Contractor and subcontractor management is a critical feature of field service management software that enables organizations to effectively manage external service providers. It streamlines the contractor and subcontractor assignment process, provides real-time visibility into work progress, and ensures compliance with service standards and requirements.
Organizations can optimize their operations, enhance communication and ensure high-quality service delivery to their customers with this functionality.
For example, a telecommunications company can manage the installation and maintenance of telecom equipment at customer locations. When a work order comes in, the field service management software can automatically assign the task to a contractor or subcontractor based on predefined criteria such as location, availability and skillset.
The assigned person can then access the work order details, update the status, and capture relevant information such as time spent and materials used through the software. This accessibility gives organizations real-time visibility into work progress and ensures that the work is completed as per the service level agreements (SLAs).
Contractor and subcontractor management can also include performance tracking, compliance verification and quality control. The software can generate performance reports that measure contractor/subcontractor performance against predefined metrics such as response time, resolution time and customer satisfaction.
It can also verify subcontractor compliance with regulatory requirements, safety protocols and company policies. This functionality helps organizations assess subcontractor performance, identify areas for improvement and ensure consistent service delivery.
5. Mobile Access and Interconnected Devices
Due to the nature of the field services industry, systems often provide a mobile-first interface. Nearly all cloud-deployed software has a mobile technician app that allows access to the system’s most essential features. Using a system’s mobile field app, your technicians can view their schedules and receive dispatches on their phones, in addition to marking work orders as complete as soon as they finish the job.
Connectivity through inter-connected devices make it easy for technicians to access information in the field.
Mobile interfaces also give technicians access to instructional resources to help them in the field. They can use these resources to more efficiently diagnose and resolve errors, especially in complex equipment. Mobile apps can also provide a messaging interface, which we’ll discuss in more detail later.
6. Parts Inventory Management
Field service management software also supports asset management efforts by monitoring the inventory of parts your technicians use daily. Since field technicians likely use many of the same components to complete various tasks and repairs, you need to make sure that those parts are well-stocked at all times.
Efficiently track and manage field service parts inventory.
Field service software with inventory management features helps you monitor inventory levels and avoid slowdowns from insufficient stock. The system records whenever a technician takes or uses a part, which keeps a real-time record of your supply. Some platforms utilize barcodes to track inventory and use handheld devices or mobile apps with built-in barcode scanners to update inventory instantly.
Many providers send an alert once the inventory for a particular part reaches a predetermined level, so you always know when you need to order more. Moreover, many systems integrate analytics with their inventory software to create demand forecasts, giving office staff insight into the most used parts and when they should expect to reorder.
7. Case, Contact and Order Management
Customer management is especially important to field service organizations. Field service management solutions offer a customer database containing your client’s contact information, past work they’ve received and any notes surrounding special considerations. With this information in hand, you can learn from your past work orders, continuously improving both your customer service and satisfaction.
Some field service applications also provide a client portal, allowing customers to access sign-off forms, schedule and change appointments, request a specific technician, view job progress, make payments and fill out surveys. Clients can also provide their cell phone numbers to receive texts with the ETA of their technicians or service delay notifications.
Utilizing all of these resources and capabilities makes customers feel valued with little to no effort on your end.
8. Messaging
Built-in messaging systems keep all your field service-related communication within the software. Not only does this make it easier to track communication, but it also allows for capabilities that texting can’t provide, like tagging technicians on specific work orders. Technicians can also use the messaging component when out in the field to send a question to the entire network to quickly source and find an answer.
9. Integrations
Integrations are a critical component of field service software that enables seamless communication and data exchange between different systems, tools and platforms. With integrations, FSM software can leverage the functionality of other platforms and streamline workflows, ultimately improving efficiency and productivity in the field.
There are several types of integrations that FSM software can have with other software categories, including:
- CRM: Customer relationship management (CRM) software allows easy access to customer information, such as contact details, service history and preferences. This integration enables technicians to provide personalized service and ensure customer satisfaction.
- Accounting: Accounting software, such as QuickBooks or Xero, simplifies invoicing and payment processes by automatically syncing data between the two systems. This integration reduces errors, saves time, and ensures accurate financial reporting.
- Inventory: Inventory management software, such as Fishbowl or Zoho Inventory, enables technicians to access real-time inventory levels and locations, making it easier to track and manage inventory. This integration also helps to prevent stockouts and overstocking, saving money and reducing waste.
- Mapping integrations: Mapping software, such as Google Maps or MapQuest, provides technicians with accurate directions and real-time traffic updates. This integration reduces travel time and ensures timely service delivery.
Advanced Features
Now that we’ve covered the field service software basics, let’s look at features that aren’t standard but are still commonplace among the best providers. These are generally the features that separate the industry leaders from the rest of the field service market.
1. Reporting and Analytics
Your business must be data-driven to succeed in today’s environment. The more data available, the more flexible and competitive your business can be in the face of ever-changing markets and customer demands.
Gain insights and optimize field operations with analytics.
Field service software’s built-in reporting features help you analyze your data, so you can find the trends that’ll help you optimize your business, such as scheduling efficiency, job completion times, customer service efforts and more. Platforms with reporting features give their customers the best chance to make their field service operations as effective and efficient as possible.
Top systems also use analytics to bolster the rest of their offerings. For example, some systems use predictive analytics to create accurate technician arrival and job time estimates, allowing managers to schedule more jobs more accurately without additional effort.
2. Maintenance and Repairs
Malfunctioning equipment and unexpected breakdowns result in costly delays, holding up completion and payment of scheduled jobs and limiting your ability to take on new assignments (not to mention the added cost of repairs).
Field service management software’s predictive maintenance analytics leverage data from history reports, repair cost totals and maintenance reports to help you identify when vehicles, equipment, tools and parts need repair or replacement.
By connecting with the Internet of Things (IoT), some platforms receive real-time metrics from sensors inside vehicles and other assets while sending notifications when any metric reaches an unacceptable level.
Predictive maintenance extends the life of mechanical assets and deters the possibility of unexpected breakdowns and delays, saving you money and keeping your revenue stream on track.
3. Business Intelligence (BI)
Whether structured or unstructured, your business is constantly creating valuable data. And capturing and analyzing all possible business information can be an enormous advantage for your operation, as 80% of businesses say that at least some data at their company goes unused.
Without field service software’s business intelligence features, you could miss out on valuable insights across your operation, such as:
- Customer demographics
- First-time fix rates
- Jobs per technician
- Revenue per month
- Most profitable clients and more
BI tools also convert that data into visualizations, such as charts and graphs, so you can identify and contextualize patterns and trends within your organization that negatively affect performance. With this information, you can make smarter, data-driven decisions to optimize processes and save on overall costs.
4. Internet of Things (IoT)
There is a rising need for Internet of Things (IoT) enabled field service management software. It enables organizations to remotely monitor, manage and automate their assets and operations. By leveraging real-time data from connected devices and systems, FSM software with IoT capabilities empowers organizations to proactively address issues, automate service requests, and optimize field service operations.
This functionality leads to increased productivity, improved customer satisfaction, and enhanced operational efficiency.
For example, a manufacturing plant that uses field service management software with IoT capabilities can monitor and manage industrial machinery. Embedded sensors can collect data on parameters such as temperature, pressure, and performance metrics, which are transmitted in real time.
This ability lets field service technicians remotely monitor machine health and proactively detect and resolve issues before they result in costly breakdowns. Regular monitoring reduces the need for on-site inspections and minimizes downtime, leading to higher machine uptime and increased productivity.
IoT-enabled field service management software can also automate service requests and trigger work orders based on predefined conditions. For example, suppose a sensor detects that a machine’s performance is deteriorating. It can automatically generate a service request in the field service management software, which can then assign a technician to investigate the issue.
This automation speeds up the service request process, ensures prompt response to issues, and reduces manual intervention, resulting in more efficient field service operations.
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Final Thoughts
Although this list certainly doesn’t represent all of the features available from various field management software vendors, it includes the most common and essential features available.
Depending on your business’s unique needs, you may need a feature that isn’t on this list. When evaluating field service management software companies, ensure they provide the features listed above and also any unique ones that your business requires.
As you begin shopping for field service software, create a thorough list of requirements, as it will help you determine which solutions might be a good fit for your business. If you need some help getting started, check out our field service software requirements template. A thorough list of requirements is the best way to ensure that you find the best-fit system that’ll improve your field service management for years to come.
What features do you look for in a field service management solution? Are there any specific capabilities necessary for work in your industry? Let us know by leaving a comment below!
2 comments
Join the conversationJordan - January 22, 2020
I loved the content, its very informative, knowledgeable, The 5 points are very firm and easily understandable, @writer did amazing job, as i m very happy that i landed to this blog. Thanks, and i have also been through this- The Best Field Service Management System and also been through ATS Applicant tracking System
Bergen Adair - January 24, 2020
Thanks for reading Jordan! We’re glad you found the article helpful. Thanks for recommending a solution to other readers!