Beware of These Three Hazards of Traditional Field Service Operations
All field service companies agree on the importance of maintaining strong alignment between field workers and the back office. To maximize effectiveness, field teams need to be equipped with the most up-to-date information about work orders and customers. And to ensure that jobs are completed with efficiency and accuracy, managers need to know what’s going on in the field.
Many companies still perform this critical operation as it has been done for many years—printed work orders, phoned instructions, paperwork turned in at the end of the day, data entered into desktop computers, and customer invoices sent through the mail. But manually handling and inputting information hinders the efficiency and accuracy that’s so valued by managers and that’s so important to customers.
To demonstrate the challenges associated with traditional ways of synchronizing field service work with back office systems, we’ve categorized the hazards into three distinct areas: quickness, cost and compliance.
#1 It takes too much time
When done in the traditional, manual way, allocating man-hours becomes a bottleneck, slowing the process down to what can be reasonably expected of the service provider. The result is that the information you’re looking at now is never current—it’s from days or even weeks ago. How is that going to help you make smart, proactive decisions about what field technicians should do now, let alone how to direct their next move? This leads not only to inefficiencies, but also to missed opportunities.
#2 It is too expensive
The issue of speed can, of course, be addressed by hiring additional personnel and/or temporary contractors. But that points to the first hazard of manually aligning field work with the back office. This approach makes your budget work against you, pitting the need to move quickly against the need to control costs. Furthermore, all the extra visits required because of low first-time fix rates will increase travel time and lead to higher costs than if you took a more streamlined, technology-driven approach to field service processes.
#3 Ensuring regulatory compliance is more difficult
There’s incredible complexity in the ever-changing regulatory landscape, and because of the public’s desire for transparency, compliance will play an increasingly critical role in field service operations. When taking a traditional approach to aligning field work with the back office, audits are highly time- and resource-intensive, which circles back to our first two hazards. (And the more countries in which your company operates, the more hazardous a manual approach becomes to the health and vitality of your operation.)
Field service automation; it's a game changer
Fortunately, field service management technology is available to avoid these pitfalls. Built to integrate into any CRM solution, this technology promotes faster, more accurate operations by sharing information across all departments within the business. Additionally, it drives cost savings by minimizing service hours and improves auditability with fast and intuitive reporting.
Every field service organization needs to make the gap between planning and execution as narrow as possible, with a solution that allows flawless integration across various technologies. At Gomocha, we’ve been bridging this gap for years. Our FMP360 solution enables field service organizations large and small alike to streamline their processes and improve their operating margins.
Watch this short video that explains our approach to field service excellence. Or call 240-403-6001 to schedule a customized demo. We want to show you how Gomocha FMP360 can be the fuel that powers your engine, and help you steer clear of the pitfalls associated with traditional approaches to managing your operations.