Why Constant Communication With Your Field Service Team Is Integral to an Optimal Work Environment

Posted by Avigail Shabtai

Fri, May 31, 2013

electrician field techDoes it ever feel as though your business is divided in two? If you employ both office staff and field technicians, there may be an uncomfortable "Us vs. Them" mentality. While office personnel are concerned with quickly scheduling service calls and improving profit margins, the field workers may be left feeling frustrated as they are sent from one side of town to the next in order to meet customer demands. So what's the solution? By investing in a reliable mobile workforce software, the gap between the office and the field can be bridged. Here's how service software programs can improve your staff's communication skills and boost job efficiency and profitability.

1. Level the playing field

If your business is like most service-based businesses, you probably have one or two technicians who seem to have a monopoly on certain job sites. For one reason or another, these are the only technicians who are familiar with building access codes or specific customer requirements. The problem is that when Technician "Bob" is the only man who can handle Job "A", you could end up with a scheduling crisis if Job A requests emergency service and Bob is tied up with another job. Mobile workforce software programs can eliminate these problems by providing all technicians with the same information. Your scheduling staff can send all job-related information, codes, etc. to a technician with just a few clicks of the mouse so that your customers never have to wait for a specific technician to be available. 

2. Accurately track work progress

Are your schedulers constantly calling your field crew to see how much longer they'll be at a job, and where they are currently located? Without any type of mobile workforce software, it can be difficult and confusing to try to keep up with where all of your employees are working, and how much time will pass before they are free for another service call. Service scheduling softwares make it easy for your scheduling team to keep tabs on where each technician is, and can see when a job is closed out, as the work orders are completed and submitted back to office. 

3. Provide instantaneous scheduling updates

If Customer X calls in with an urgent service request, you may find yourself scrambling to reroute your technician before he or she takes off to a previously scheduled, lower-priority job. But if your technician's phone is off or on silent, they could end up at the originally schedule job site, 30 miles away from Customer X, before they get the message. The beauty of a mobile workforce software is that it allows your scheduling team to send immediate updates in real-time so that your field techs will get the message faster.

4. Offer route planning

If a technician's schedule has been suddenly altered, they may find it difficult reroute themselves. The good news is that with the help of a mobile workforce software program, your field crew can quickly access route plans that will direct them to the quickest, most direct path to their next job. This means that you won't have to worry about receiving frantic calls from your technicians who are running late because they got lost or are stuck in traffic.

5. Quickly receive work orders for billing

Stop chasing down work orders from your technicians and bickering when they claim that they've already submitted missing paperwork. With mobile workforce software programs, the work orders are electronic and can immediately be sent to your accounting staff for billing when the job is complete.

Find out for yourself how a mobile workforce software can improve communication and efficiency within your business.

Image Credit: Dhammika Heenpella / Images of Sri Lanka

Tags: Field Service Optimization, Workforce Management Tips, Mobile Workforce Management