Summary: Field Service Companies looking for ways to improve operations and maintain best-in-class status in the market are well-served to consider purpose-built Field Service Management software.
Shifting from off-line, manual tasks to automated processes using software is referred to here as “digital transformation.” In other words, reducing paperwork and improving efficiencies. There are a number of benefits that are realized by deploying the software and proceeding with a digital transformation. For this review, we will focus on the top five value drivers of such software.
As a result of the software, field service companies improve operations. This leads to increased capacity with current customers and the ability to serve new customers.
What is the Return on Investment of using the software? Field service companies have reported the ability to increase by ten percent the capacity of work managed with the same resources. In another example, a field service company in the communication service provider sector was able to reduce manual tasks by twenty percent. The associates who were spending a large amount of their time tracking inventory and recording order information were able to do more meaningful work after the software was deployed.
Cloud-based software, where the software company hosts and maintains the solution, makes this application ideal for field service businesses. Users simply access their secure software environment on any laptop or smartphone without the need for any special installation. The software company keeps it updated with new features and is available for support when needed.
Here we will break down the value of the software in real business terms. Five key aspects of the software are examined. Each of the aspects – or modules – support a specific function. Based on actual user experiences, this paper briefly lays out the outcomes a user can expect in those five categories and looks at them one at a time.
- Order Management
- Shift Scheduling
- Fleet Management
- Inventory Management and Control
- Reporting and Checklists
Introduction
Digital transformation of field service operations is a value accelerator. Companies that embrace available technology are taking action to:
- Improve efficiency
- Increase the number of orders filled with current resources
- Heighten customer satisfaction
- Enhance profits
Secure their place as a best-in-class business in the view of customers and employees.
The Five Value Accelerators
This paper looks at the following business functions and reviews how field service management software has an impact in these areas:
- Order Management
- Shift Scheduling – including time sheet management
- Fleet Management – Maintenance, repair of vehicles
- Inventory Management and Control
- Reporting and Checklists
- 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. While the actual data fields received are fairly consistent, there is also the ability to receive certain additional fields that have a specific meaning or purpose for a particular company.
An application programming interface (API) is a way for two or more computer programs to communicate with each other. Within the field service software is the ability to use the necessary API calls to access the right information that makes up the order. This connection transfers the data and stores it in the field services software. It is displayed to the field service associates in an easy-to-understand format.
Order Management, using APIs, is an efficient way to make sure all orders are accurately transferred to the field service company. A frequent API connection schedule makes sure all current orders are transferred to the field. 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.
- Shift Scheduling
Workforce Management – 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.
Using the workforce management function helps make sure the right number of technicians with the correct skills are on the schedule to accommodate orders received. Proper resourcing and coverage add to efficiency. It also produces a clear understanding of the overall schedule across the company.
In this area of the software, employees easily clock in and out while in the field. 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
- Fleet Management
The value of software to manage a fleet of vehicles can be significant in several ways. For example, simplifying the scheduling of maintenance and repair work that is necessary to keep vehicles in the best condition.
Associates can use the software to easily schedule routine vehicle maintenance and repairs with designated service centers where there are agreements in place with the company. A screen displays in real time a calendar with the available dates and times for bringing the vehicle to a service center. It also allows the technician to 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. Of course, this reduces downtime.
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.
- Inventory Management
Inventory Management is a robust feature in the software solution. Basically, this 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 supply chain. Such as when items are received from the warehouse and used for a job. Details about part numbers and pricing are included. Proper inventory management helps ensure the correct equipment is available on the vehicle for orders to be completed – and all billing is accurate.
When parts and equipment are tracked properly, it:
- Saves time
- Reduces errors
- Puts in place controls
- Adds efficiency to operations.
With a manual approach to tracking parts and supplies, recording item numbers and descriptions can be done incorrectly. This causes delays and rework for the field service associate. With technology, the barcode on each item is scanned, therefore eliminating errors and streamlining the inventory process. What’s more, the administrative task of recording part numbers is eliminated.
This is a great example of using advanced software to reduce errors and manual processes, resulting in improved efficiency.
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 of equipment 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.
- Reporting and Checklists
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.
Numerasoft is a leader in software for field service management. Discover more at www.numerasoft.com.