HOW FIELD SERVICE COMPANIES LEVERAGE MOBILE WORKFORCE MANAGEMENT SOFTWARE TO DRIVE BETTER RESULTS
To ensure consistent, high quality service is delivered efficiently Field Service companies must rely on the data received from the field.
The amount of data that needs to be collected, verified, and analyzed can be overwhelming. It may not be useful without a mechanism to visualize it in in an actionable form. For some companies, it can be thousands of data points per day that need to be collected, analyzed and acted upon.
Unfortunately, many mid-market field service companies still collect data from the field in paper forms, spreadsheets or siloed systems. This valuable data becomes static information that cannot be fully utilized to drive improvements in the business. And is often labor intensive to retrieve when needed.To become more strategic in how they manage their data, leading Field Service companies are shifting to Mobile Workforce Management software which enables real-time visibility into their workforce, inventory and jobs.
Not only does it make it simpler to keep every piece of information in one centralized location; Mobile Workforce Management software also helps turn static data from the field into actionable information that can help your company move from a state of reaction to a state of continuous improvement. In doing so, you can improve efficiency, improve customer satisfaction, reduce costs and ultimately achieve better results.
As the only Mobile Workforce Management Software focused entirely on the needs of field service companies, Numerasoft has the opportunity every day to see how leveraging this powerful data can transform businesses. In this guide, we will share some best practices and ideas that reveal the power of consolidated real-time data in field service businesses, the challenges and risks associated with not using real-time data and techniques to use data intelligence to drive stronger results including:
• Eliminate up to 90% of equipment loss by using Numerasoft to track equipment
• Reduce headcount associated with order management and validation by two thirds
• Use automatic reconciliations to capture lost revenue
• Reduce fleet costs by with scheduling and reminders for timely repairs and maintenance
• Automate Tech timesheets and shift scheduling to maximize efficiency
Let’s get started!
THE POWER OF REAL-TIME DATA
The use of laptops, tablets and mobile phones to access real-time data now allows us to track information, make informed decisions, and improve the quality of our daily lives life. How can that translate to everyday results for field services businesses?
Your company already has a wealth of data to keep track of. From following customer job specs to tracking the inventory that’s put on the trucks, there’s a lot that must be done fulfill an order. This entire process creates data during each step.
The problem lies in the fact that this data is not readily available in real-time. You already have programs and processes in place but consolidating and leveraging the data related to those can be impossible. Without real-time access to your field data, it’s more difficult to manage, be efficient, and mitigate issues at the earliest possible stage.
When data lives on a piece of paper, spreadsheet, or in siloed systems, it doesn’t help you become more proactive or productive. No matter how organized your offline or online filing system is, it will never help you more effectively utilize that data. You need Mobile Workforce Management software to do that.
Plus, there are some significant challenges and missed opportunities associated with not having access to field service data in real-time, which we’ll learn about next.
RISKS & CHALLENGES
You have plenty of data in your company, so the issue isn’t whether or not it exists. Instead, the problem is that the amount of time it takes to track down the information you need when you need it makes the data impossible to use. The more time it takes to retrieve and analyze data, the less efficient your company is. In other words, a company without access to real-time quality and production data is data rich, but information poor.
Without access to field service data in real-time you are very likely to experience some of the following challenges:
Reaction vs. Prevention: Oftentimes, when data is kept on paper/spreadsheets or in multiple place instead of in a system where it can be easily captured, tracked, and analyzed in real-time, problems aren’t identified until later stages – for example, after inventory is missing from the warehouse or the truck. When using real-time data, you can be alerted and address issues as they’re happening (instead of after the fact).
No Transparency or Visibility: It’s impossible for you to see what’s taking place in the field when paper-intensive systems are in place. With real-time field service data, you’ll have insights into what’s going on at any given point in the day. You can look back and analyze performance over time – and implement changes!
Manual and Labor Intensive: When you have to find and consolidate data to respond to a problem or a request, you waste time and energy and money . Worse, if you are responding to a customer a delayed response does not create confidence or address the customer’s urgency.
Paper Intensive: Piles of paper, spreadsheets, multiple databases and filing cabinets are very costly and expensive to maintain. Access to information is limited to key employees who may come or go. And there’s no way to insure the accuracy of data stored in disparate places.
FIVE WAYS TO GET THE INTELLIGENCE YOU NEED TO ACHIEVE BETTER RESULTS
1. Order Management
Receiving orders from the service provider is a key function of the software. With technology, the details of each order are automatically transferred and accepted at a frequent interval. The software has a built-in function to connect with the provider’s order management system and extract the relevant details. These details make up each order and assignment.
Numerasoft order management uses APIs and export/import as an efficient way to make sure all orders are accurately transferred to you. This automated process saves time, reduces paperwork, removes errors and allows associates to apply their effort in more productive ways than recording order information.
Key take-aways:
- Eliminate repeating and transcribing of service requests and order details.
- Eliminate extra forms and steps.
- Clear understanding about orders, description of the work.
- Enhanced success rate of each order.
- Completed and Paid Orders
2. Shift Scheduling
The scheduling of available workers and crews is automated with the software. This includes schedule changes, tracking of shifts, times available, vacation periods and other details. This makes sure the right number of technicians with the correct skills are on the schedule to accommodate orders received.
Timesheets are created, available for review and can then be automatically submitted to payroll. Communication with technicians and managers about their work schedule is available within the software, too.
Key take-aways:
- Easily create and view work schedules
- Clarity for technicians and managers and schedules
- Allow for changes and communication in a centralized system
- Automatic timesheet generation based on first and last completion times.
- Time sheet approval workflow
3. Fleet Management
Automating and simplifying the scheduling of maintenance and repair work is necessary to keep vehicles in the best condition. Associates use Numerasoft to easily schedule routine vehicle maintenance and repairs with designated service centers. It also lets the associate communicate with the service center about what work is to be done. If a spare vehicle is to be issued to a technician that can be managed in the software, too
Tracking of mileage for operational and financial reporting is available for each vehicle in the fleet. The condition of vehicles and recording of damage is accommodated within the software. Associates can load pictures of a vehicle showing any damage that has occurred along with a description of the occurrence.
Key take-aways:
- Fleet management makes scheduling of maintenance and repair a low effort activity.
- Data on each vehicle is tracked in the software.
- Mileage and other details can be managed.
- Workflow for assigning Fleet/Asset and inbuilt Inspections.
- GPS Integration to get up to date mileage and location.
4. Inventory Management
Inventory Management allows parts and supplies to be tracked. Field service company associates see the supplies available for customer orders and these supplies are reconciled at every step of the job. Details about part numbers and pricing are included. This insures the correct equipment is available on the vehicle for orders to be completed – and all billing is accurate.
Inventory Management – using technology – enhances operations, improves quality and elevates the experience for employees and customers.
Shrinkage is reduced with the inventory management feature. The reconciliation of details about parts received and used is automated and losses are reduced. This risk mitigation feature can be a meaningful contributor to increased profitability.
Key take-aways:
- Scanning barcodes and creating new ones of equipment/tools/materials to manage inventory
- Eliminate extra forms and steps
- Track supplies received and used for all orders.
- Track pricing and allow billing in the field.
- Reduce shrinkage.
- Save time, less administrative tasks.
- Digital signature for equipment or tool issuance / return.
5. Use data to manage the business
When all of the data described here is available in the centralized field service management software, it becomes easy to create a wide range of management reports which correlate data. These can be reports relating to the volume of orders, time spent on jobs and other important items. Comparisons can be made across the organization to identify trends, areas for improvement and help with critical business decisions.
Reports relating to financial items, inventory and timesheets are easily produced.
Checklists are a form of report that are configurable and available in the software. For example, safety checklists for technicians to review safety protocols, vehicle condition and other items on a regular schedule, such as at the beginning of each shift. Acknowledgement of the items on the checklists by employees is stored in the software and alerts are triggered if problems or exceptions are identified.
Key take-aways:
- Reporting allows easy, frequent measurements of productivity and financial results.
- Checklists are an example of the power to use standardized reports to add efficiency.
- Reports can be configured to meet a variety of requirements for users.
Summary
Since the inherent nature of field services consists of many different parts, it can be helpful to break down the digital transformation process into separate functions found in a business. This paper looked at the five main operational areas where field service software can have a meaningful impact.
It is worth noting that certain areas of field services can add more efficiency for some companies than others. Frequently, field service companies prioritize the areas where the greatest impact can be realized and focus on automating – or digitally transforming – those as their main priority.
With digital transformation, it is not an all or none effort. In fact, a layered or phased-in approach – starting with the most important areas – is often a best practice. This allows for steady improvement – one area at a time. By the same token, it helps employees get used to the technology and gain comfort. In other words, there are benefits in “user adoption” with a step-by-step plan for digital transformation.
Looking at the five value accelerators can help managers evaluate the opportunity to enhance operations within their organization.
For field service companies, the goals of greater efficiency and being a best-in-class company are achieved with the right software solution.