National Industrial Scale Association Technology ConferenceOctober 8, 2012
3 Key Things to Consider When Developing Your Company’s Mobile StrategyApril 4, 2014
Are you constantly chasing down your service technicians for paperwork to close tickets and invoice customers?
A common complaint among field service providers is that they are constantly tracking down information from the field service teams in order to complete and invoice service calls. When your process requires service technicians to return to the office and submit paperwork, several problems can occur. The first is that it can often take several days for reps to return with their proper paperwork. This delay will also delay the timing of your receivables. The sooner you can invoice customers, the quicker you can start the cash flow process. Every company can benefit from speeding up their cash flow by a few extra days.
In areas where service technicians are responsible for a geographic region, they often stay away from the office for several days. In some cases bringing the tech back in primarily to return paperwork is actually costing you labor hours that are not productive. While most companies pay service technicians an hourly wage, those hours are best spent in front of customers instead of driving paperwork back to head office.
Have you considered giving your service technicians access to your Service Management system? Not only will this give them an ability to manage their service tickets and close service calls, it will also help increase your overall efficiency. Most service technicians today have either a Smartphone, tablet or a laptop. When they are given a service ticket, access to the service management system will allow service technicians to instantly review information on that account and the device they are about to service. Understanding parts, previous service tickets and other useful information will help improve their call success rate, and importantly reduce the amount of time spent on a call discovering this information. Without access to this information, service technicians often spend time on the phone with either their dispatcher or service managers collecting information about the ticket –which actually doubles the time you are investing in a service call.
Providing remote access for your technicians into your service management software will reduce your costs, speed up your cash flow and increase your first call success rates. Miracle Service offers an optional add-on module Mobile Field Technician Console available to help streamline your service calls.