Nobody wants to spend time manually plotting routes, and with today’s technology, you no longer have to. Route optimization has always been a challenge for field service organizations. Real-time location tracking can help customer-support representatives actively support their customers with respect to if a service technician is already en route and what time they should be expected to arrive. Geo-fencing can be set up to automatically clock a tech in after exiting their “home” territory at the start of their shift, likewise, once they enter the same area they can be automatically clocked out. Using geo-fencing, forgetting to clock in or out can be a thing of the past. Clock-in and clock-out locations can be monitored and controlled throughout the workday and even automated.
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Improved scope for monitoring employees’ clock in and clock outįield service software with integrated GPS tracking allows for more effective field service management. With up-to-date information regarding where tech is, or where they are heading, scheduling and rescheduling service tickets by team leaders and dispatchers become a much easier process to manage. Knowing where your field technicians are is key to improving operational efficiency. Have better control over the service operations Field service software that has a GPS built-in will reduce this extra cost and the complexity that comes with syncing the navigation software with the existing systems. The average cost to create navigation software is about $40,000 and grows in proportion to the app’s complexity. Advantages of using a GPS tracking fueled field service system No expensive hardware needed This improved communication is helping provide a higher level of transparency and customer satisfaction. GPS-enabled field service software helps facilitate communications between techs in the field and the back-office staff who are dealing with customer inquiries.
Fortunately, today’s software is making it easier than ever before to provide up-to-date information to customers calling in. Especially customers who are waiting on an update. It is a win-win for businesses and customers alike.Ĭustomers hate to be kept waiting. Advancements, like effective field service software, have allowed for not only an increase in operational efficiency but have provided a superior customer experience in the process. Over time, customer experience management in the field service industry has evolved. This renewed focus on the customer is reflected in the numbers, the global CX Management market is projected to grow from $11.34 billion in 2022 to $32.53 billion in 2029 at a CAGR of 16.2%. The customer experience (CX) has taken centre stage as companies seek to grow their market share. With competitors just a call or Google search away, companies have been going above and beyond to delight and satisfy their customers. Enhancing customer experience has constantly been evolving in every industry over the past decade. Earning customer loyalty is a tough game but cannot be avoided, especially for businesses in the field service industry.
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