Field service technicians face a near impossible challenge – they need to keep productivity high, costs low, and tackle administrative tasks that eat away at their time. Empowering the workforce now depends on more than just training; a connected field service management solution is the best way to make technicians more efficient, empower them to solve the problem correctly the first time, and control costs that can easily spiral without the right solution in place.
Tackling these challenges doesn’t necessarily mean you need to introduce and train technicians on a handful of tools. The right service management solution can provide the tech support and task automation engineers need to solve inefficiencies and improve productivity.
Recent Service Council survey reports current conditions in Field Service
According to ServiceCouncil’s March 2021 Voice of the Field Service Engineer1 survey, engineers struggle with paperwork and administrative tasks, pressure to be more productive, and time wasted looking for the information they need. Products have become more digital and complex, meaning technicians need more technical knowledge to perform their jobs than ever before.
Over one-third of technicians (34%) also reported finding it difficult to know what parts they’ll need when going to a service visit. If they end up on-site without the tools or parts they need and are therefore unable to get the job done on their first attempt, it can lead to decreased productivity and increased costs.
The Voice of the Field Service Engineer survey also stressed the importance of mobile access in field service; 99.5% of survey respondents said they use mobile devices (including laptops, smartphones, and tablets) in their work. Technicians need to be able to access things like email, service manuals, knowledge base articles, checklists, and even customer service history when they’re on the go.
A proper field service management platform can tackle all of these problems, from automating time-consuming, mundane tasks to providing knowledge base access and service parts management. Field service management allows organizations to improve service delivery to enhance the customer experience, improve customer retention, and grow service profits.
Field service management frees up technicians’ time by automating administrative work like inspections, work orders, and forms – allowing your skilled workers to focus on what they do best. It also increases first-time fix rates by creating a knowledge, parts, and tech support database technicians can access to receive real-time updates on products, parts, and repairs. Videos, parts catalogs, and even 3D renderings are stored in one easily accessible location.
A connected field service management platform gives technicians what they need to do their job better. If you’re ready to empower your field service workforce and improve productivity, request a demo of the Mize Field Service Management platform.
Graphs copyright:1 ServiceCouncil, 2021 Voice of the Field Service Engineer benchmark survey
As the CEO and Founder of Mize, Ashok is a thought leader in the industry. Skilled in Software Lifecycle Management, mobile applications, Software as a Service (SaaS), and Business Intelligence, he shares in-depth knowledge with our readers.