Frequently Asked Questions
We've curated a list of our top questions and answers on our features, integrations and more. If you’re unable to find the question you’re looking for, please contact us and we’d be happy to help!
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General
Field Service Management (FSM) tools utilize comprehensive systems that can manage workers, from the office, who are in the field. Originally, Field Service management involved manual processes that resulted in inefficiencies from communications to customer service. As the field service industry evolved and became more complex, however, the need for dynamic technology became increasingly evident. There are many solutions for managing a Field Service team that address unique challenges such as miscommunication, scheduling, work order management, inventory and invoicing that have caused a shift in the ways stakeholders interact with each other, having your organization communicate on all the same levels. ServiceEcho is a leading Field Service Management tool that can help your business be more effective. To learn more about how we can assist your needs, contact us today.
Field Service Management (FSM) is an opportunity for your company to take control of costs without having to sacrifice the quality of service. FSMs offer work order creation, inventory management, job status updates, integrated invoicing process, technician location tracking, knowledge and asset repositories, technician time tracking for payroll, and more. Technicians can spend more time on serving your customers, and less is wasted on mundane administrative tasks. If you would like to learn more about our implementation process, reach out to one of our qualified experts here.
A Field Service Management solution is for any company that has employees working in the field. From dispatchers to field workers to senior management, a FSM solution is the single source of truth for the entire field service organization. Complete solutions like ServiceEcho are customized for many industries including Construction, Irrigation, Security Systems, Energy, Telecommunications, and many more.
ServiceEcho has partnerships with industry leading services, including Salesforce, Quickbooks, and Google Cloud. Our partnerships help us stay up-to-date and help you integrate our services in a pain free process.
- Salesforce - Salesforce is the #1 CRM platform in the world. With ServiceEcho’s native solution for Salesforce your business can seamlessly integrate with your existing sales processes, by creating work orders from opportunities, accounts and more.
- Quickbooks - Quickbooks helps us streamline your invoicing process and capture client detailQuickBooks is an accounting solution to keep your billing information all in one location. ServiceEcho creates an instantaneous two-way feed between invoices and payments. Saving you time on bookkeeping and improving the accuracy of your billing and expense reporting.
- Google Cloud - Google Cloud is a file storage solution that keeps your files safe and secure. ServiceEcho’s partnership with Google’s Cloud and Workspace allows your business to increase productivity and improve collaboration.
To learn more about ServiceEcho, contact our qualified experts here.
Yes! The ServiceEcho mobile app will allow your technicians to access many of the features of the office application from the field. You can find the ServiceEcho app on the Google Play Store and the App Store.
Product
Well-made FSM solutions will have seamless integration with the CRM of your choice such as Salesforce. In addition to their integrations, they can also replace your CRM so that everything from invoicing to customer relationship management to work orders is under one powerful solution. With one single source of truth, your organization is able to make decisions based on the same, relevant data. With ServiceEcho, integration is pain-free as possible, whether it’s with our Salesforce partnership or any other CRM that your organization may be using.
A FSM solution can significantly reduce tedious administrative tasks. Organizations can make data-driven decisions with detailed performance reports without the need to manually collect and calculate data. The invoicing process can be fast-tracked. Quoting and invoicing can be done electronically, and allow for a more efficient sales and payroll process.
Yes, by tracking your inventory and assets through one location using performance reports. This determines where and how certain assets were used, and prevents any insufficient resources from affecting your customer experience.
One way a FSM solution can help you reduce paperwork is through digital automatic invoices. This avoids the problem of missing information, paper invoices and eliminates increased costs. Your technicians are able to generate invoices and collect payments, without having to rely on the back office to print and mail payment requests. All your information about equipment can be tracked digitally, you can assign the right technician to the right job, all without having to print out multiple schedules. Overall, you can experience fewer calls from your technicians because with the right FSM solution, your team has everything they need and are able to focus on providing the best service possible.
Communication is improved through streamlined channels. This is from the ability to update customer notes, pictures, videos, voice recordings, and even capture customer signatures on-site. Data can be managed in real-time between parties, saving the time it would take to call back and forth between the office and field. One centralized location for all your information means that all decisions are data-driven and consistent amongst relevant stakeholders. With increased transparency between the entire team, you can communicate more efficiently with the office and field. Having a cloud-based solution allows for documents, invoices, and updates to be shared instantaneously. To learn more about ServiceEcho and our cloud based solution, contact us today.
Yes. ServiceEcho allows employees to have all the information they need in one centralized location, which allows workers to complete work orders faster and focus on their customers. Mapping and routing help to optimize their route to and from locations, allowing employees to accomplish more in the day. With time-saving and team management functionalities, improving productivity is within arms reach for any field service operation.
Yes you can. At ServiceEcho we pride ourselves on being highly personalized to our customers' business needs. We have built our solution to be as configurable as possible and we work alongside you to meet those needs all without disrupting your current workflows. To see how our solution can meet your needs, book a walkthrough with one of our team members.
ServiceEcho allows your field workers to still be productive when there is no service. By having all the required details on the technician’s device they can continue to work and see all customer and job details. Workers can also record information offline and it will be automatically uploaded when they connect to a signal.
Our solution makes invoicing easier through automatic invoicing. By empowering your employees to collect on-site signatures, this information is then shared instantaneously with the office. Employees will be able to seal the deal on-site and speed up the payment process.
By providing your teams with the right details on the customer, the job, parts, and materials, the first-time fix rate will be improved. Employees will have complete and updated knowledge of all important details they may need to assist your customers better. With the right tools and materials, employees can then maximize their productivity and customer satisfaction. If you would like to learn more about first-time fix rate, check out our blog post that dives deeper.
Our solution has embedded turn by turn routing that calculates the optimal path to all your field workers daily appointments, and on all of your field workers’ mobile device(s). This ensures they don’t keep customers waiting and can fit more work orders in their schedules without having to sacrifice customer service. Allowing you to spend more time on billable work instead of travel time and ultimately, increase the company’s revenue.
Support
At ServiceEcho we understand that your business model is unique and we want to work together to tailor our solution to your specific business needs. In our onboarding process we schedule up to 40 hours of assisted integration to ensure you are getting the most out of your investment with us. If you would like to learn more about our implementation process, reach out to one of our qualified experts here.
Yes! With the support of the Customer Support team all existing customer lists can be imported seamlessly into the ServiceEcho application. If you wish to learn more, book a demo here.
Yes. Our partnership with Google Cloud will ensure all of your data will be safe and secure through Google's advanced file storage solutions.
Speak to one of our qualified experts to see how ServiceEcho can meet your needs.
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