7 technologies to modernize the work of field services

The field service industry has seen vast changes over the past few years, with the pandemic forcing companies to start thinking differently and adjusting their processes.

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The field service industry has seen vast changes over the past few years, with the pandemic forcing companies to start thinking differently and adjusting their processes. Before the pandemic, and still today, many field service industry businesses were run on pen and paper, operating under the conditions and guidelines that were common in the field service industry. the field for decades. Whether it was a small independent business or a large, growing company, the majority of field service companies continued to use the same software or day-to-day processes they had been using for years. Although there are still many businesses that use pen and paper, the industry today is very different.

The biggest change the service industry has seen in recent years has been the transition to a more digitized way of operating. This was due to the fact that these essential location-based businesses needed a way to manage their business contactlessly and remotely, and the need to engage with customers through digital tools such as portals, SMS , emails, etc. No matter the size, service from businesses like pest control, lawn care, landscaping, HVAC, or cleaning, were essential to keeping homes and businesses clean, healthy, and safe during the pandemic. Suddenly, their priorities were no longer just completing services, but how to do them efficiently, safely, and with a promise of future services. Today, this has become the norm, and businesses are expected to meet these consumer demands through things like contactless payment, customer portals, online scheduling, ETAs and more.

It quickly became apparent that the most consistent and easiest way for businesses to thrive was to ensure they were working with the right software and had the best tools to set themselves up for success. As the demand for field services grew, business owners learned how to leverage software to help them grow their business, serve their customers, and maximize their money.

The right software has the ability to impact all aspects of a business cycle – from collecting leads to executing services to collecting payments – reducing the risk of human error and enabling save time wasted on manual pen-and-paper processes. Field service software helps automate scheduling and even create technician routes via GPS and route optimization features. As demand grew, updated software allowed them to dispatch and schedule workers more efficiently during this time. This area of ​​the field service software is responsible for an estimate 24.7% of total industry revenue in 2021. With a simplified schedule and delivery system in place, a decrease in the number of employees becomes unnecessary as technicians are able to service more locations in less time.

In addition to back-end software, which can be used by office administration as well as business owners and technicians, many field service software companies have increased their mobile app offerings to give field workers direct access to all software offerings. , including real-time GPS updates, appointment cancellations and pay-in-hand services. When a field technician has access to customer and business information at their fingertips, it increases opportunities to upsell and cross-sell services, which increases recurring revenue and provides an exceptional customer experience. It also provides flexibility for technicians and business owners so they can self-manage their hours and have access to training tools without traveling to the office.

Key software features and functionality that help drive business growth and efficiency include:

1. User-friendly customer portals that allow customers and businesses to access their needs on demand

2. Payment Processing Features That Accelerate Cash Flow, Speed ​​Up Payments, and Give Customers Easy Ways to Pay

3. Route optimization tools to facilitate greater route density and give customers reliable ETAs

4. Mobile apps so field technicians have access to everything they need, in one place

5. Built-in marketing capabilities to gather leads and get new customers

6. Scheduling tools to facilitate communication between customers, technicians and back office

7. Reports and Analytics to Make More Informed Business Decisions

The transformation of the field service industry has been revolutionary over the past three years and studies show that the industry will continue to grow at a rapid pace. In 2021 alone, industry revenue grew nearly 15% and is expected to continue growing at an annualized 7.9% to reach $3.0 billion through 2026, according to a recent report. of IBISWorld.

While the pandemic may have accelerated these consumer demands, they are now here to stay and the only way for field service companies to keep pace is to invest in the right software partner that will take them through their next steps. of growth and success.

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