Key highlights

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Managing a mobile workforce is a complex task with many moving components. You have to know where your people, tools and resources are at all times. But when you barely have time to look beyond the day-to-day, how can you achieve all this?

You need processes that enable an efficient service while managing costs and delivering customer satisfaction. When you don’t have complete visibility over all these elements, it’s not just you and your staff that feel the heat, your customers are affected too. On the other hand, when you do have that clarity and control, processes can be done better, faster and to a standard that gives your team pride in their work, and keeps your customers happy. 

This is where field service management (FSM) software comes in - the right system in place will help you:

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Increase efficiency and productivity

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Optimise your resources

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Increase visibility of processes

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Enable business growth

Let’s take a deeper look into exactly how the right FSM enables your team to meet these goals.

Increase efficiency and productivity

Battling away with manual processes, multiple spreadsheets and applications can be frustrating. Add to that the need for direct communication between the field and office, and you have a very complicated set of workflows to handle. The more complex your processes, the more potential for costly errors and downtime.

FSM allows you to coordinate, track and optimise your open space jobs in one collaborative system. And most importantly, it allows you to do all of this in real-time. The key to increasing this efficiency and productivity revolves around streamlining communications.

This communication begins with delivering the right information to your mobile workers, which is fundamental to providing a seamless and timely service for both your staff and your customers. 

With FSM software, when technicians are dispatched to a job, job details are sent directly to their mobile device, including:

  • Best route to site
  • Tools and equipment required
  • Service history
  • Contacts
  • Contractual agreements
Increase efficiency and productivity

Increase efficiency and productivity

Smooth communication back to the office is incredibly valuable to productivity. As each task is completed, it’s checked off by the individual responsible so that management can track progress and fix any issues as they arise. Even customers can be granted access to status updates and alerts. Here's how FSM can streamline some of the major issues in open spaces management:

  • Reduces time spent filling out paperwork
  • Tracks real-time status and time spent on jobs
  • Reduces customer disputes with electronic timestamps
  • Reduces telecoms costs with free in-app messaging

Your team can even send notes, videos and photos back to the office. Has your team been deployed to cut grass and trim hedges? What happens if they notice broken park benches, fallen trees and other open space management issues? You might find you have the resources onsite to fix those issues today, or at least find out where the right resources are and the most effective way to deploy them. 

Optimise your resources

Resource planning is notoriously difficult in open spaces management. When your field workers need to attend multiple job sites, sending them to the right place with the right tools is of the utmost importance. The best FSM systems will help you optimise routes between jobs and ensure the right teams are deployed in real-time. Not only can you plan and schedule well in advance, but you can also make changes on the fly to optimise your whole operation:

  • Schedule / dispatch
  • Add jobs into a worker's schedule
  • Transfer jobs between workers 
  • Identify gaps in a worker’s schedule and optimise their day with extra work
  • Build fully customised job templates using your own terminology and fields

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Increase visibility of processes

Increase visibility of processes

Preventing revenue leakage is crucial to any open spaces project and yet it’s always proven tricky to handle by manual means.

FSM can show you exactly when workers clock in, so if they start a job early, those minutes will be recorded and your business can bill accurately for the work completed.

For example, if a heavy plant operator’s job is supposed to start at 12 pm but they actually start half an hour earlier, it’s important for you to bill for that extra half hour. This proof of completion for compliance with SLAs is crucial for business owners to optimise their whole operations. 

Increased visibility goes beyond tracking and optimising your jobs. Time and event reporting also enables instant sharing of financial data across departments. Take the headache out of number crunching and emailing reports between teams. A quality FSM system will allow custom reports that can be shared across relevant teams.

For optimal organisation, the software will breakdown information by:

  • Individual worker
  • Teams
  • Job type
  • Site
  • Customer

Enable business growth

Any tool that streamlines operations across multiple teams is bound to enable growth. When you’re ready to dig deeper into field service management solutions, make sure you hit the ground running by looking at the following FSM attributes:

Automation

Automation

Avoid time wastage and frustration with flexible scheduling. A good FSM helps you plan, a great FSM helps you adapt throughout a project. You can even automate invoicing and quotes so that your colleagues in sales and finance feel the benefits of FSM too.

Easy implementation

Easy implementation

Get the benefits of a bespoke system without the expense. A field service management software system with a configurable API means your existing software tools can be integrated quickly and at a fraction of the cost of a custom build. If your own IT team is stretched, look for an FSM supplier who will help you with the implementation.

Improve sales

Improve sales

Do you want to contribute to an uplift in sales? A variety of industries have increased product sales by 12% in the first year of implementation. There’s no reason this couldn’t translate into increased sales of open space services. You can even create new revenue streams by subcontracting to other businesses using the tool.

Increase customer retention

Increase customer retention

Nothing helps you grow like keeping existing clients happy, ensuring they rebook and giving them the confidence to give you more business. Timely, transparent and efficient open space management is the doorway and FMS is the key. Look for a system that allows for customer access or alerts.

Scalability

Scalability

Can your systems and processes grow with your business? More sales mean you’ll need a bigger mobile workforce. The right FSM makes it far easier to onboard new staff and get them up to speed with your processes. Check whether the software you choose has affordable scalability and whether the rates are affected by user volume.

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