For any business, success lies in keeping customers happy. Especially in the case of a business offering services, the key to this success lies in sending the right person, with the right capabilities, to the right location at the right time. For employees in the field, it is essential to optimize processes and information, such that efficiency is maintained. This optimization is called field service management.
The main elements of Field service management include: demand management (forecasting work orders to plan number and expertise of workforce required), workforce scheduler and dispatcher (optimizing schedules and assigning work orders to employees based on locations), and mobile solutions (allowing field employees to communicate with the company in real time). For all these tasks, service management software is used. This software, through the use of wireless Internet, 3G or GPRS connections, makes information management more effective for field technicians or out-of-office staff.
For retail companies that provide services like home deliveries, product installations, repair and maintenance, field service software allows instant tracking of activity and results of both individual field representatives and teams. They also provide powerful visibility tools that continuously monitor operational activities. Service management software also helps in reforming the process of generating invoices.
The major benefit of this software for the retail industry is the boost it gives to profitability. Field service management software helps in keeping labor and travel costs in check and also in maintaining communication between the business and its client. This enables a business to maximize its field network, which, in turn, leads to reducing costs.
Field service software also helps in tracking equipment. Inherent scheduling and integration capabilities assist the streamlining of workflow for the company. Also, the instant capture of information reduces time delays, assists in avoiding errors that occur while entering manual data, helps in planning delivery schedules and aids in the monitoring and control of the field team. Service Management Software also enables management to make instant, real-time decisions.
The result of the benefits listed above is that using field service software improves the performance of employees in retail businesses that provide in-home services. For retail companies that provide services like home deliveries, product installations, repair and maintenance, field service software allows instant tracking of activity and results of both individual field representatives and teams.When the field workforce has automated information available, it saves them effort and time spent in doing paperwork, thus adding to increased efficiency. An efficient field workforce translates into greater service levels and customer satisfaction, eventually fulfilling the core purpose of any business.