How to manage field service teams?
Your technician is in the field, you’re in the office. Which job did they go to, what did they do, is it done, is the customer happy? Managing field service without this visibility is like walking in the dark.
Field service management is the process of regularly tracking the requests, work orders and results of teams working at customer locations (technicians, installation, maintenance). The difficulty is that work is done in the field, not the office: data must be created where and when the work is done.
The three core steps of field service
- Request: a fault or service request from the customer is recorded.
- Work order: the request is assigned to a technician and a time.
- Result: work done, parts used and customer approval are recorded in the field.
Why is a mobile form critical?
Field service’s biggest loss is work done in the field but data recorded at the office (or never). If the technician tries to enter notes back at the office in the evening, details are lost. A mobile service form solves this: as soon as the technician finishes, they record the work done, parts used and customer signature from their phone. Data enters the system at the moment and place it’s created.
Visibility and tracking
In a field service program, which request is at which stage, which technician is where and which job is delayed appear on one screen. Delayed requests are flagged; completed jobs are linked to an invoice. So the field team works efficiently and the customer doesn’t have to call asking "what happened to my job?"
Field service is where trust is most tested because the customer sees the work firsthand. Regular tracking and instant recording make the team efficient and protect customer trust.
Manage your field team from one screen
Work orders, mobile forms and request tracking. See the field service module in a demo.
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