- What Is Field Service Management Software?
- What Are The Components Of Field Service Management Software?
- How Field Service Management Software Helps The Sanitaryware Industry?
- Field Service Management enables the service and repair team to efficiently deliver the required services to the customers. This process can be made even easier with the help of a Field Service Management Software.
- A Field Service Management Software can help a company immensely with customer service if used the right way. From call management to customer feedback, they can support all the services related to customer support.
In recent years, the Sanitaryware Industry has grown manifolds. With the increasing awareness of personal hygiene, especially in India, the demand for Sanitaryware Products is increasing day by day. And to grab the attention of the customer base of this huge industry, the companies will need to perform better than their competitors. There are a number of aspects that affect the performance of a company. And one of those main factors that affect the performance of the company is the quality of Field Service it is providing to the customers.
Field Service refers to the services provided to any customer outside the company premises. And to manage this process of Field Service, a solution has been created in the name of Field Service Management Software. The job of these Field Service Management Software is to keep track of all the Field Engineers and equipment involved in each field service. For example, when a customer registers a complaint against their wash basin giving them trouble, the company sends a couple of engineers to check on the problem.
For the Sanitaryware Industry, the Field Service department is very important. All the complaints that are registered about the different products they are using of the company get logged into the system one by one either manually or automatically. When the number of customers of a company is small, the manual system of logging in every complaint works just fine. But with the gradual growth of the company, it gets harder and harder to manage until it cannot be managed any longer. Therefore employing the automated way is probably the best way to manage it in the most efficient way. And to do that, one would need the help of a Field Service Management System.
What Is Field Service Management Software?
In regards to the Sanitaryware products, when an engineer travels to the house of the customer to solve problems, suppose, with their toilet or sink, they would generally take a few tools with them. As the field engineer travels, a Field Service management software is enabled to track their location through the GPS Function in the software. On the other hand, all the equipment that the engineer is carrying is registered in the Field Service Management software. It contains the history, state, and value of the assets. This information helps the engineers maintain a regular check-up of the equipment and increase the life of the assets. Other than that, a Field Service Management Software maintains a standard management process for all the customer complaints registered. Timely alerts of scheduled services are given to the engineers to help them deliver timely services to the customers.
There are a lot of other features that come with Field Service Management Software. However, they are all enabled to help the repair and service team make the process of Field Service easier to manage and deliver services efficiently.
To be specific, a field service management software assists field engineers with order management, inventory management, expense management, customer feedback, etc.
What Are The Components Of Field Service Management Software?
Field Service Management enables the service and repair team to efficiently deliver the required services to the customers. This process can be made even easier with the help of a Field Service Management Software. Let’s discuss the components of Field Service Management and how a software can help simplify those processes.
Field Service Dispatch
Field Service Dispatch is the part where engineers are allotted to different locations where they are supposed to deliver services to the customers. These allotted locations can be changed if the need arises.
The engineers visit the customers’ houses and deliver the services they are expected to do, such as repair or maintenance of a product.
Maintenance Of Work Order
This component consists of tracking the delivery of the services to the customers. Here, all the steps starting from the allocation of the task to the engineer to closing the task are included. Every step is tracked and the performance of the engineer is assessed. Sometimes, customer feedback is also included in this component.
Field Asset Management
Field Asset Management is the management of all the equipment that is involved in the delivery of all customer service. In the process of customer service, a lot of equipment, both of high and low value, is carried by the engineers. And those same equipment are taken care of by those same engineers.
How Field Service Management Software Helps The Sanitaryware Industry?
In the Sanitaryware Industry, Field Service means installing, maintaining, and repairing sanitaryware products such as wash basins, sinks, toilets, etc. Now, with the number of customers buying sanitaryware products and registering complaints about them, the process of managing these orders can get overwhelming. But with the help of a Field Service Management Software, the service and repair team can not only easily manage the process, but also ensure effective delivery of services. Let’s discuss the benefits of using a Field Service Management Software for a Sanitaryware Company in detail.
Asset Monitoring refers to the monitoring of the assets that are involved in the process of customer service. These assets involve the equipment that is carried by the engineers to the field to deliver the services effectively. For a Sanitaryware company, these assets would be the tools carried to either install, repair, or maintain a product that has been sold to the customer. A Field Service Management Software gives the engineers a clear view of the equipment that has been carried out on site, its condition, and how to maintain them. Increasing the lifetime of an asset ultimately saves expenses for the company.
Furthermore, through a Field Service Management Software, the employees can order and track the delivery of new assets.
Reduced MTBF (Mean Time Between Failures)
Mean Time Between Failures (MTBF) is the average time an asset works between failures and breakdowns. With the help of a Field Service Management Software, the engineers can keep track of the health of the machine and equipment. Hence, they are able to get the machines checked regularly to avoid frequent failures, increasing the Mean Time Between Failures (MTBF).
On Field Employee Tracking
With the help of the GPS Tracking feature enabled in the Field Service Management Software, it is possible to keep track of the engineers that are out on the field to provide services to the customers. This way, the employees are automatically encouraged to keep their performances at the best, naturally increasing the overall productivity of the team at the end of the day.
A Field Service Management Software can give access to multiple users at the same time. Hence, the whole team is able to log into the software and interact with each other without any hindrance. This encourages teamwork and the team to work towards a common goal of serving the customers efficiently and on time.
Customer And Business Relationship
As the customers are served with utmost efficiency and on time, they remain satisfied with the company’s service. And happy customers can only mean one thing to a business, and that is profit. The Field Service Management Software plays a big role in helping the engineers manage the services efficiently. They can record, track and manage all the aspects of the field service with the help of the Field Service Management Software.
Access Important Data Instantly
Data of the customers of a whole company can be very difficult to manage if not done the right way. Some companies in the market often use excel sheets to record this information. But as the company grows and the customer base grows with it, even excel sheets get difficult to manage. Excel sheets are hard to manage because they need to be updated manually every time a data is updated. Hence, at the end of the day, even excel sheets fail to help. However, with the help of the intuitive dashboard of the Field Service Management Software, they are able to access important data instantly without a hassle.
A Field Service Management Software can help a company immensely with customer service if used the right way. From call management to customer feedback, they can support all the services related to customer support. Keeping the customers happy should be the primary concern of any organisation. And to do that, a company needs to be updated with the latest technology that can help them.