Field service businesses are generally required to maintain a large amount of paperwork and documents regularly. Whether it be work order information, invoices, timesheets, customer details and history, or quoting and billing, using traditional paper processes may entail errors and mistakes. Due to the tedious and repetitive nature of admin and other related tasks, it leaves room for error, and prevents opportunities to work on billable tasks. Additionally, some of these errors and mistakes result in a lack of updated information for field technicians and a disorganized, muddled knowledge database.
In this blog we’ll cover the impacts of admin and knowledge mistakes in field service businesses, and how you can solve them with a field service management software.
Lack of accurate, updated information
In order to service their customers to the best of their ability, field technicians need access to the most accurate and updated information. Work order information and notes may get lost in translation if your company has a paper-based knowledge base. Knowledge mistakes that occur in field service businesses can cost you happy and loyal customers if they aren’t served with excellent service. For example, a field technician who has gone to the job site with old work order information or customer history may complete the job half-way or incorrectly. In order to avoid time wasted searching for work order information or customer history, and the possibility of providing mediocre customer service, it is important to have an organized and easy-to-use knowledge base.
Lost notes and information
Sometimes, customers make last-minute requests or changes and these are commonly written down on sticky notes or extra paper by office staff. Sticky notes with important information can easily be misplaced or lost in translation, leaving field technicians in the dark. Additional notes made after the work order creation can sometimes take a long time to reach field technicians, as office staff attempt to call or email busy technicians on the road. This admin mistake, or lack of organization, may cause customers to leave negative reviews, decline to refer, or lose confidence in your business. Again, to avoid the mistakes that cause additional impacts in your field service business, it is important to have an organized knowledge base and a tool for office staff and field technicians to communicate easily and quickly.
The Solution
A field service management software provides an organized and easy-to-use knowledge base and a tool for office staff and field technicians to communicate efficiently. Field service management software ServiceEcho allows your field service business to put all important documents and information in one database that is easily accessible for both office staff and field technicians. Our software also provides your office staff and field technicians with the tool to communicate in real-time and update work orders within the system for both parties to view at any time. If you would like to eliminate admin and knowledge mistakes, book a demo below to learn more about ServiceEcho.