Field service automation is also known as Field Service Management. It is the process of restructuring all the field service processes mainly to increase productivity and efficiency. It helps in making the field workers more productive and more efficient. In terms of the software-as-a-service sector (SaaS), management of various components such as work orders, customer data, inventory and much more is usually controlled through a cloud-based portal that can be easily accessed from mobile devices, while field technicians are on the job. As it gives a direct access to these components with the help of a smartphone or a tablet, it empowers the field workers to give their maximum every day. Typically, a good Field service automation application provides common features such as manage and monitor field technicians, scheduling and dispatching orders, creating work orders, vehicle as well as technician location tracking, job status updates, time tracking, inventory of parts, invoice or payments processing, customer portals, knowledge repository, GPS navigation etc. These features help in enhancing the productivity of both the managers and the technicians by incorporating improved scheduling and providing access to real-time data from any device. Managers can easily monitor the status of jobs through real-time analytics and live video feeds.
Thus, by implementing a field service automation solution you can realize benefits such as
Saving on travel time:
The time spent to travel to jobs are significantly reduced because the assignments can be made no matter where the resource is located. There is no need to visit the office or call to report in. The technician can access schedules and jobs using any smartphone, tablet or laptop. Thus, the main office apprehends enhanced speed and productivity through seamless integration to the customer service systems and the back-office billing systems as well.
Nowadays, there are very attractive systems available in the market that allow an organization to purchase their own server and host themselves or leverage cloud technology and eliminate the expense and maintenance of hardware. Considering all of the benefits that field service automation offers such as a number of jobs completed per day, reduced travel expenses, better customer satisfaction etc., the total cost of ownership (TCO) is very reasonable and the return on investment is obvious.
Due to the automation, it has become very easy to manage appointments. This not only avoids delays in job completion but also gains in customer satisfaction. Thus, the satisfied customers become loyal customers who recommend your business to others.
Automated scheduling and dispatching:
With the help of automated scheduling system, work orders are assigned as per their priority, availability of a resource, required skills, travel costs and location. Automating scheduling and dispatching give dispatchers more time to handle emergencies as well as other exceptions.By looking at the features as well as few benefits mentioned above, we can conclude that field service automation can benefit your company whether you operate as a one-man army or have a fleet.