The quality of your field service contributes to your overall customer service and experience. Great field service is one where the engineer arrives promptly (even better if they arrive before the customer realises there’s an issue) and fixes the problem the first time around. To ensure that, you need the visibility to assign the right engineer to the right task at the right time. That’s where a field service management solution comes in.
Here are six ways the right field service solution can benefit your business.
Managing physical sheets of paper or filling out Excel spreadsheets aren’t efficient ways to store and organise information. In terms of field service, it makes dispatching engineers, managing service contracts and keeping customer data up-to-date trickier tasks than they need to be.
Field service solutions eliminates the need for masses of physical paperwork because everything can be centralised in one system. This improves process efficiency and productivity as well as preventing data loss and the chance of duplicate data.
If a field engineer with the right skills and expertise is assigned to a task, it’s much more likely that said task will be resolved the first time around. This is where field service solutions can help. The right one will:
A field service solution can help your engineers become more efficient while out on the field. For example, it can allow for cross-team collaboration, regardless of location. With D365 Field Service, for example, D365 Remote Assist enables your field engineers to connect with other experts in real-time to perform remote inspections and solve issues faster.
The right field service solutions will also be available as a mobile app or mobile-optimised platform. This means your engineers can:
Integrations with core business applications, such as D365 Field Service with Microsoft 365, allows your engineers to easily find and access the key documents they may need to complete tasks. Not only does this improve their efficiency and the likelihood of a first-time fix rate (we’ll discuss that in the next section), but it also means if one of your employees is on annual leave, sick, leaves or retires, the handover process can be much more streamlined and simplified.
Why? Because all the previous job history is kept up-to-date and stored in one central system, ready for the next employee to pick up. This also ensures your customer service and experience remains consistent.
The more expertise and information a field engineer has for a particular task, the more likely it is that they’ll successfully complete the task on their first visit.
Let’s explain further by expanding on the capabilities of the right field service solution:
Field service solutions ensure first-time fixes by making it easier to match engineers to tasks and said engineers to access additional assistance while on-the-go, such as real-time customer and service data. This level of efficient service improves customer satisfaction and their overall experience.
And there’s more that a field service solution can do:
If you can provide an excellent field service experience for your customers, you can boost their satisfaction which, in turn, contributes to an outstanding customer service and experience overall. The right field service solution can help.
To find out more about the features and functionalities your field service solution should offer, check out our D365 Field Service factsheet below.