The technician-first approach makes FSM tools more efficient and result-oriented. In fact, attention to technicians’ work and digital solutions deployment is among the leading functionality emphasis of the upcoming years. Based on the forecast, it’s easier to choose an FSM solution that can lead your business to an empowered workforce and save your resources.
Let’s see how you can find field service technician software that’s not only mobile-ready but also offers a technician-first approach to your business.
What is a field service technician?
Before we go any further, let’s figure out the responsibilities of field service technicians and their job specifics. Field service technicians are responsible for offsite tasks such as repair, installment, maintenance of customers’ property.
The most requested skills for field service workers are communication, customer support, analytical thinking, computer and mechanical skills, and physical well-being.
A competent worker has to show proficiency in:
- Installing equipment
- Troubleshooting and repairing equipment
- Logging calls and data
- Demonstrating how the equipment works to clients
- Handling service vehicle
Why do field technicians need to use FSM software?
Digitalization open your business for further technological development
FSM solution opens doors for digital developments such as smart scheduling, artificial intelligence, materials and resource planning, and prepares a workforce for digitalization.
In the upcoming years, the winning field service businesses will be the ones that adopt new technologies to digitize their operation management. But it’s hardly achievable without advanced task deployment tools and field service technician software.
Technician management software gives more flexibility to workers and enables them to depend less on the back office. If an FSM provider uses up-to-date solutions for mobile optimization, they can facilitate your technicians’ work and empower them to do most of the tasks using mobile devices.
A mobile-first platform should provide your team with the right tools to plan and evaluate tasks, schedule dispatching, communicate with clients.
Mobile devices can be a life-changing add-on to your business. Especially when most of the new generation tools are affordable, offer full integration with other software, have long battery life and portability.
What are the main benefits of field service technician software?
Technicians and field engineers are the most important part of a field service company. They know your service or product by heart, represent your business and build direct relationships with customers. Therefore, FSM software should be tailored to serve technicians’ needs to simplify their work first.
Benefits of fieldworker software optimized for technicians:
A motivated team has all the tools and knowledge base on the go. Field service technician software offers task and time planning, smart scheduling, and know-how. It reduces time spent communicating with the back office and other delays.
Also, technician-oriented field service software can help build employee reward and bonus systems. The platform tracks technicians’ work and progress, which can be an indicator of their performance review. Then you can set goals to motivate the team and reward the best workers for their effort.
An FSM software provides a knowledge base. Technicians can access data about clients, including their previous requests, images, notes, service history, contact information, instructions, and equipment status. This way, employees have more autonomy in the workplace as they don’t need as much help from dispatchers or managers.
Better NPS score
The NPS score measures customer satisfaction and loyalty. As a field service company, most of your communication with customers is most likely done by technicians. They report to the call, do the work, and while still on the location, they can talk with customers, demonstrate products or services, and explain how to use installments.
Direct communication with clients is a way to build long-lasting relationships and increase customer retention, which, in the end, grows your NPS score.
If technicians struggle to cater to clients because of a lousy FSM tool, the results might not turn out as good. That’s why you should always make sure that your business management tools serve technicians first, so they can focus on helping clients.
Technicians know your product or service best, therefore they can become your product or service ambassadors to promote it to customers. Clients are more likely to trust technicians and take their advice as technicians prepare, install, or repair their equipment.
The technician-first solution should provide fieldworkers with guidelines on introducing and proposing tailored premium services or products to clients. This way, you don’t have to spend resources on special onboarding sessions.
Digital tools like the fieldworker app provide an efficient and smooth working experience. For example, you can schedule employees based on their location, availability, and skills. Yes, skill matching is crucial in providing a quality field service. This way, the team is more likely to fix an issue on the first try, speeding up customer service.
Tasker field service technician software
Tasker is designed to assist technicians in simplifying their work. We help you take full advantage of mobile devices, increasing your team’s mobility and flexibility. Our app is built to optimize fieldworkers’ experience with smart scheduling, task and time planning, and easy-to-use navigation to help technicians focus on their work and customer satisfaction.
Every field service business deserves to be in the leading position of a developing industry. You can achieve that by choosing FSM software tailored to your business. Book a free demo to see how to make your business more technician-friendly.