To ensure high levels of customer satisfaction, a field service representative needs to be both effective and efficient in the work they do.
With customer call outs to handle product repairs and site visits to carry out equipment diagnostics all part of day-to-day life of reps working in the field service industry, it's vital they are always switched on and focused for the job at hand.
For far too long, reps relied on outdated methods like manual customer scheduling, manual route planning, and well, just about everything was done manually!
With Field Service Management, field teams can automate important work processes, allowing them to focus on more pressing matters and lead the way in their fields.
This will not only improve customer satisfaction rates, it will also make life a whole lot easier for both reps and management back in the office.
Before we jump into the management side of things, let’s take a quick look at exactly what is field service.
Field service refers to any kind of service work that is carried out at customer locations or job sites that are away from company headquarters.
This type of work consists of dispatching a field service representative to a customer location in order tomanage installations, maintenance, or repairs of their equipment.
With the field service industry continuing to grow and expand its reach to include industries such as home healthcare and education, the need for a competent management system to organize field teams becomes more and more urgent.
Field service management (FSM) refers to the management of a company's resources out in the field. This can include processes such as the day-to-day operations of field service representatives, route optimization, the monitoring of customers’ equipment efficiency, data generation, and live data collection from the field.
Field Service Management can allow businesses to effortlessly keep track and coordinate the work of their reps to ensure their customers are receiving the optimum level of service.
With more and more processes becoming automated thanks to the rise of new technologies, the field service management industry is expected to grow rapidly in the coming years. The overall market value is expected to reach $29.9 billion by 2031.
As we've already established, field service representatives carry out installations, maintenance, and repairs at customer locations.
Yet the field service industry covers a wide range of different sectors, and the types of jobs that can fall under the field service umbrella can vary greaty.
One type of field service rep could be an electrician servicing a telephone wire.
Another could be a nurse visiting a patient in their home to carry out health checks .
With that being said, let's take a look at some of the main field service industries and the types of workers who work in them.
With more and more workers becoming mobile, the possibility of receiving important healthcare services from the comfort of your home has become possible. Nurses are able to perform health checks on patients and physical therapists can carry out life-saving therapies to those in need, all from the comfort of a patients home.
With Field Service Management, field teams can mobilize healthcare professionals, helping them with route optimization, scheduling, and what can at times be vital data management.
Field service reps working in the medical device industry provide an essential service by installing, maintaining, and repairing equipment that is critical to the operational performance of any health facility.
Field teams can manage and assess this operational performance carefully, while also having access to doctors’ and nurses’ schedules to ensure each piece of equipment is serviced when necessary.
As the need for more home cleaning services grows, the need for an effective management system grows along with it. Organization is vital and by managing and automating important processes, field service representatives can take control of their territory and ensure their customers are satisfied with the completed work.
By establishing a direct line of communication, everyone from management back in head office to your field service engineer in the field can benefit from Field Service Management.
With low adoption rates in the construction sector, field teams can benefit greatly from using field service management. They can easily collaborate on different projects and tasks, helping them manage documents, worker schedules, and even track their teams’ accomplishments.
How Field Service Teams Can Optimize Their Time in the Field
Field service teams need to make sure they are making the most of their time in the field if they are to gain a competitive edge on their competitors. Todays customers demand high levels of service and if they are not satisfied, chances are they will not avail of your services again.
For field service teams looking to optimize their performance, look no further than Badger Maps. Badger Maps is a route-planning app that allows field service representatives to automatically plan, route, and maximize their time in the field and cutsdown driving time by 20%.
Reps save an average of 8 hours a week from better planning, becoming more focused and organized, and driving more efficient routes.
Matthew Brooks, Business Development Manager at Cargill, reported a major time reduction in both onboarding and route planning.
With Badger Maps, field service techs can also mobilize their CRM, allowing them to access and update customer info directly from the field. This enables techs to sync and leverage data in their CRM, all from their phone. Badger Maps can integrate with leading CRMs such as Microsoft Dynamics, Salesforce, Zoho, HubSpot, Insightly, NetSuite, and many more!
Advanced reporting also allows service managers to really understand what the team is doing in the field.
Badger Maps can help field service teams optimize the time they spend on the road. Sign up for a free trial today and take your performance to the next level.
Field Service Management can help field teams automate important processes, optimize their routes, and save valuable time.
This will help them increase efficiency and productivity across their team as they look to increase customer satisfaction rates.
MORE QUESTIONS ABOUT FIELD SERVICE MANAGEMENT
What is an example of field service management?
Badger Maps is an effective field service management solution. For field service teams looking to optimize their performance, look no further than Badger Maps.
What is field service example?
Examples of field service include home healthcare, medical device, Home Cleaning, telecommunications, and construction industries.
What is a field service technician?
A field service technician is responsible for the installation, maintenance, and repair of company equipment at customer locations.
How to become a field service technician?
To become a field service technician, you first must identify which area you would like to specialize in. Industries such as home healthcare and construction are radically different so it’s important to know what interests you before choosing a career path.