Three Ways Technology Optimizes Field Service Teams’ Efficiency

Field service providers can scale their operations in one of two ways. They can grow their workforce larger, so they can handle more new projects and service more customers. Or they can make operations more efficient, allowing them to perform more work with the same number of personnel. Since the current labor shortage will likely be with us for a while, it makes sense to incorporate greater efficiencies. And technology is the lever that activates those efficiencies. In this, part 3 of our blog series supporting the eBook The Future of Commercial Field Service Companies, we highlight three ways technology is helping optimize employee efficiency.

1. Mobile tech empowers techs

Many field service companies are already equipping technicians with mobile devices running field service management software applications. The applications can notify a technician of a new service call, direct them there with maps and directions, walk them through the steps involved in a typical service call, collect labor and parts data, and pass the information to the business’s billing department upon completion. They can also keep customers updated with arrival times, minimizing the chances of a lockout or missed connection.

Approximately 75% of field service businesses that utilize mobility tools have measurably increased employee productivity, while the rest have seen customer satisfaction rates rise.

2. Technology optimizes existing resources

Mobile field service platforms also automate the process of selecting the right technician for each job (based on skillset, availability and location) and identifying the necessary parts and tools. Technicians can also use the mobile platform and cameras on their devices to communicate with other technicians when they need assistance.

Hiring skilled technicians can be difficult and not to mention costly. With mobile technology, you can connect your most knowledgeable employees with multiple technicians in the field to assist with troubleshooting and project specific questions. No matter the location, all employees have access to the information and resources they need to make sure the job is completed accurately.

Using technology, companies will find they can keep more senior technicians in the office, supporting a fleet of junior-level technicians through real-time expert collaboration and even mixed reality, machine learning, and IoT tools.

3. Technology adapts to new service models

There’s also a growing movement among service organizations to adopt a service subscription model. Customers pay a monthly or annual rate that includes specific maintenance services.

The growing subscription economy is a boon to many service companies who are able to schedule maintenance during slower seasons, freeing technicians’ time for urgent repairs during peak periods. Software tools that support service-level agreements, optimized scheduling, recurring billing, and predictive travel and work duration will help maximize technician utilization and make the move to subscription service seamless.

Even without the ongoing difficulty field service companies have finding, hiring, training, and retaining qualified personnel, successful field service companies understand that investing in the efficiencies that empower their people is essential. Read more about how technology is helping shape the future of the field service industry in our eBook, The Future of Commercial Field Service Companies.