Field Force Tracker Releases Updated API for its Field Service Software

Field Force Tracker delivers advanced API for integration of its award winning field service software with other operational systems. It improves data collection, streamlines workflows and enhances efficiency for field service operations.

Field Force Tracker, the leader in made-for-mobile, cloud-based field service automation solutions, today announced the release of updated Application Programming Interface (API) for its award winning Field Service Software.   This allows its customers to integrate their operational systems and other custom enterprise software with Field Force Tracker.  The improved API increases data accuracy, speeds up data collection and automates data routing between operational system and the Field Service System. The result is a seamless experience of management of client’s field service operations.

Field service operations depend on the accurate and timely information available to dispatcher and technicians. If one system is generating fault events, and that data needs to be transferred to field force automation software, then a good API is the only way to transfer information in timely manner between two systems. Using paper forms to transfer data leads to double data entry, which is a very error prone process. With the enhanced capabilities of Field Force Tracker, the company has been able to integrate production systems of Telecom Companies and Call Center based VOIP systems of other providers to Field Force Tracker.

“The enhancements in the Field Force Tracker API have made it very easy to automate our customer’s entire Work Flows. Now that we have integrated client’s call center system into Field Force Tracker, it has transformed the all-important data collection for our customers,” says Mark Robinson, Sales Manager of Field Force Tracker. “Field Force Tracker APIs simplify field service data collection, improves data quality, and enables real-time data sharing. The use of  system APIs to capture data not only saves time and eliminates paperwork, but ensures accurate records are being kept that can be used to create insightful reporting.”

Field Force Tracker APIs available to all new and existing Field Force Tracker customers. They can extend the feature set with the enhanced mobile forms capabilities, and better system integration.  Field Force Tracker, a mobile enabled web-based field service management software, streamlines technician scheduling, dispatch, customer management, vendor and employee management, work orders, equipment maintenance, inventory tracking, contracts, estimates, invoices, payments and accounting. It is considered one of the most feature rich software of its kind.

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Commenting on the launch of new API, Dr. Brijesh Kumar, CTO and Head of Technology at Rapidsoft Systems said, “We believe that Field Force Tracker is the most comprehensive software for field service management.  It takes care of everything from customer management to the payment collection for a service company. By using this software, our clients can see major improvement in their productivity and the customer satisfaction.”

About Field Force Tracker

Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Its solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

 

Delivering Field Service using Third Party Contractors – Role of Field Service Software

Service organizations often experience differing service needs depending upon the time of year. Sometimes, there is a less demand of service and sometimes, there are peak demands of the service.  It is a challenge to manage such requirements for service managers. One solution that has been deployed is to use third party contractors to deal with fluctuating demands.

However to manage third party contractors, you would need a Field Service Software like Field Force Tracker to manage such demands.

In this article, we explore the need of Field Service contractor management and various issues associated with the contractor management.

Contractor management refers to the managing of outsourced work performed for an individual company. It is increasingly common for industries to rely upon independent contractors for specialized skills and knowledge. By utilizing outside contractors, companies can achieve three main goals: accessing specialized expertise that is not continuously or routinely required, supplementing limited company resources during periods of unusual demand, and providing staffing increases without the overhead cost of direct-hire employees.

Challenges Associated with Contractor Management

Because independent contractors are not a regular component of the company for whom they work, there are some unique challenges that must be addressed by companies conducting contractor management. Increasingly, companies rely on outsourced contractors for field service work. This poses challenges in maintaining consistency in service delivery and customer experience, as well as in maintaining visibility and sufficient control over scheduling and other facets of service.

Some of the most common day-to-day challenges associated with contractor management include:

  • Senior leadership commitment
  • Project managers’ understanding of their roles
  • Team members’ understanding of expectations
  • Scheduling and task management
  • Control over labor costs

 

Companies also must determine how to access the independent contractor population and minimize costly penalties that often result from improper classification of workers and independent contractors. Moreover, companies need to consider how to evaluate independent contractors. On-boarding and administration programs must be in place for successful contractor management.

Other aspects of contractor management that must be considered are risk assessment and identification, issuing 1099s on behalf of the client, and document completion, collection, and maintenance. Many challenges associated with contractor management can be overcome by employing best practices for contractor management.

Best Practices for Field Service Contractor Management

Freelancing and independent contracting especially are popular among small businesses. Independent contractors are able to fulfill needs that the small business workforce otherwise could not. Contractor management is necessary because of the nature of the independent contractors’ work; independent contractors, particularly field service contractors, often work away from the office and are not under direct supervision. Under these circumstances, even experienced CEOs may find it difficult to manage independent contractors. There are some best practices that help companies and executives handle their contractor management:

 

  • Clearly define the services that you need to have provided
  • Draft a job description to serve as a reference point when drawing up a contract
  • Determine payment schedules and compensation rates ahead of time
  • Set up a straightforward and clear written agreement at the contract’s start
  • Ensure that you are firmly within legal grounds and document a work arrangement meticulously so that you are correctly classifying your independent contractor
  • Keep in mind that experts recommend that you determine the what and the contractor determines the how – you outline specific goals, but the contractor must provide his own tools, equipment, and facilities to complete the work
  • Guide productivity and ensure that the contractor will produce high quality work while meeting key deadlines by specifying the deliverables in the agreement, making yourself available to answer follow-up questions, and scheduling regular meetings for progress updates

Communicating Demands to Field Service Contractors

Independent contractors, program managers, and company executives not only have a professional duty to communicate effectively, but they must communicate in a way that ensures the contracted work is completed well and in a timely manner. Effective communication is a key component of contractor management throughout the business relationship, from defining services and writing the agreement, to meeting with the contractor throughout the project’s completion. There are several solutions for contractor management available, including mobile management software and solutions, to connect everyone and ensure successful contractor management.

 

With comprehensive contractor management practices offering visibility and control over the complete service chain, enterprises managing field service contractors and other independent contractors are able to reduce labor costs, obtain proof-of-service, gain real-time visibility into the status of jobs and tasks, and ultimately, provide a more consistent experience that increases end customer satisfaction.

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Dealing with Fluctuating Service Demands

Service organizations often experience differing service needs. Sometimes, there is a less demand of service and sometimes, there are peak demands of the service.  It is a challenge to manage such requirements for service managers.

You have to always evaluate if your field service organization handle the additional workload when demand spikes without impacting service quality and customer experience.  In many sectors such as utilities field service, demand changes significantly, requiring teams to find agile methods for meeting customer demand.

In the following paragraphs, we will describe a handful of methods for scaling either up or down based on seasonal demand, market volatility, or customer behavior change.

Forecasting Field Service Demand

Calling upon predictive software and machine learning, your organization could model its seasonal demand based on algorithms and historical data. While predictive software analyzes current and historical data to predict future events, machine learning – a type of AI – empowers computers to learn in real-time and create models based on deep historical data. Combined, these two capabilities make it possible for your organization to forecast technician requirements.

For example, you could know the number and type of technicians needed to handle demand at given times of the year. As a result, you can be prepared to staff up and down as needed – in advance – rather than scramble at the last minute.

Leveraging the Contracting Staff

A growing number of technicians are open to working virtually and as contractors. In fact, Gartner predicts that 40% of field service work will be handled by contractors as of 2020. By calling upon this contingent workforce, your organization can easily staff up as needed.

Let’s say, for example, your business sees peak demand in the winter months because you are running a snow removal service. Instead of hiring at the start of the season, you could engage contractors with the needed skills throughout the season. Moreover, you can access talent that may not be readily available in your immediate area – a tremendous benefit if your service organization covers a wide geography. Instead of being limited to local talent, you can find the most fitting technicians for your needs.

Support Technician With Mobility App like Field Force Tracker

Hand in hand with preparing your organization to vet and onboard talent for part-time “gigs,” you should be ready to support technicians’ mobile needs. Whether your technicians are contractors or full-time employees, more of them are likely to be considered mobile in some regard or another. Consider that over the past 10 years, the number of mobile employees grew by 25% and is likely to grow another 50% by 2020, according to PwC. Equipping them to capably handle service calls using mobile technologies is a must. Plus, it benefits your business.

A certified contractor that you hire for a gig could inspect downed equipment in a remote location. Using a mobile app that you supply, this on-call technician could then share the findings and analysis with your experts back at headquarters and receive instruction on how to proceed. Once the problem was resolved, you could end the contractor engagement.

Offload Repetitive, Task-based Work to Field Service Software

While essential to keeping the business running, manual tasks are labor-intensive and not necessarily always a value-add. Your field service organization can handle a prescribed level of these tasks by applying artificial intelligence (AI) software.

During times of peak service demand, AI software could process and route work orders. It could also handle the scheduling and dispatching of technicians. Rather than staff up a command center with numerous dispatchers, you could call upon AI software designed to rapidly analyze lots of data to make the best scheduling and routing choices. By taking into account seasonal patterns, the software can also predetermine schedules.

Eliminate Unnecessary Service Visits

As you know, truck rolls are an expensive, time-consuming part of your field service operations. You can only afford to keep a certain number of trucks in commission, and the number of trucks in your fleet essentially caps off the number of service calls you can handle at a given time. Fortunately you can take steps to serve more customers regardless of your fleet size.

One option is to take advantage of real-time video chat combined with a mobile app that allows customers to reach a service technician as needed. During the video chat, the on-call technician could direct the customer to aim the camera at the equipment experiencing issues and diagnose and hopefully fix the issue remotely.

Another option is to apply preventive maintenance measures to reduce the chances of equipment breakdowns and service outages. By regularly and proactively applying updates and fixes as needed – and remotely when possible – your organization will find itself responding to fewer service calls even while satisfying more customers.

 

Empowering Field Service Employees

Field Service Software is being adapted by more and more organizations. In today’s technologically advanced world, an organization relying on outdated tools puts entire organization as disadvantage.

A Field Service software like Field Force Tracker can help you in many ways.  It can optimize your service operations and improve employee productivity greatly. It can increase software usage and thus make employees happy.

If your company is still using paper based system, Field Force Tracker can help you quickly rollout services.  However, to move from a paper based system will require that your organization make a change. As a field service manager, your  job is to connect the dots for your higher ups, helping them see that the value of this change will make it worthwhile.

Field Service software can help you save money. Here is a not-so-difficult dilemma – would you rather be paying your employees for hours spent providing prompt service to customers, or for time spent on tedious paperwork and manual record-keeping?

The answer is a no-brainer – the more clients that a company can cater to on a daily basis, the better a reputation it gets and the more it can flourish. Field Service Management helps companies with a mobile workforce achieve exactly that: higher productivity, more satisfied customers and less overtime for employees.

Use Automation to Replace Manual Work

Manual work is not only time consuming, but also prone to error. Scheduling, for example, becomes inefficient and does not take all the factors affecting an employee into consideration. This can lead to employees wasting billable hours and having to spend time unnecessarily commuting to far-apart locations.

As opposed to this, features like auto-scheduling in Field Service Management tools (like Field Force Tracker’s solutions) help maximize the service successfully provided to clients. At the same time, wastage of resources is minimized by taking factors like an employee’s location, urgency of a job, cancelled jobs in an employee’s schedule, etc. into account.

Location tracking in real time is a feature that all good scheduling software has. It keeps the central office updated on the movements of their mobile workforce and helps optimize appointments and the time spent travelling. Home locations of employees are parameters too, and jobs at the end of the day are assigned such that they lie on the same route. This helps members of the workforce balance their professional and personal lives better.

Retraining Your Work Force on New Software

Skill is also an important aspect that Field Service Management considers when scheduling appointments (which can be overlooked in manual work). A worker assigned a job that necessitates his particular area of expertise will naturally excel at it, which serves as an additional motivator for employees to perform well.
Safety of employees is also a major concern in field service. Workers may be placed in potentially dangerous situations during repairs and other services which may pose a safety hazard (e.g. elevator repairs). Field Service Management software which can notify dispatch about the whereabouts of a worker as well as send out information to the central office in case of an emergency provides employees with security. It reduces the risk of accidents and subsequent job changes by workers who feel that their safety is not a priority.

Enabling  Field Technicians

Field Service Management tools also provide employees with all the information required for a job – saving time that would otherwise be spent in redundant research due to unavailability of relevant data. Field employees can update inventory, place orders for extra parts, manage expenses and issue invoices, all in real time. The offline mode in Field Service Management software lets employees make important entries regardless of network availability as early as possible, saving data and updating databases once they are online again.

Field Service Management software ensures that customers do not get neglected in case the job cannot be completed the first time around. Customer inputs can be taken in the form of e-signatures if the task is completed. If not, the scheduling software can immediately plan for further appointments and rectify whatever prevented the completion of the job the first time around. Thus, Field Service Management is crucial towards ensuring happier clients and likewise, happier employees.

 

Improving Field Service with Better Scheduling

Customers expect their problems to be resolved fast as the failure of a HVAC or Plumbing unit may come at a time when their life quality depends on it. On the other hand, in some situations, the problem may be such that it can wait for a day or two the repair.  When an equipment breakdown occurs, customers have a hard time explaining their urgency. Everyone wants his or her service tasks to be handled fast and on priority.

This is where an advanced scheduling software like Field Force Tracker shine. It can help you optimize your resource scheduling by separating high priority jobs from the low priority jobs. It can also help you optimize the use of your precious work force resources.

Poor customer experience is one of the biggest reasons for non-retention of customers, resulting in losses and lower revenue. On the other hand, statistics show that a company with good customer service policy can expect to have as high as 75% of its sales coming from returning customers. Since service industries are evolving themselves into customer centric from product centric business models, it is imperative that the customer be happy.

Ensuring Optimum Field Technician Scheduling Efficiency

You start by picking the best-suited person for the job. You ensure that the representative you assign is capable, that he is in reasonable proximity to the job location, taking into account the commute time, among other things.

Assigning the right field service expert is crucial to good customer experience. No two jobs are exactly similar and neither are any two persons in their ability to solve an issue. The onus is on the field service manager to know the unique skills of each employee and discern the most suitable resource for the job. Of course, with increasing digital transformation tools for field service management, job scheduling can be automated largely.

Providing Right Tools to Field Technicians

A Field technician can only solve the problem using tools that he or she has access too. They not only need tools to do actual repair, but software tools that can facilitate them to diagnose and fix the problem faster and quicker.  For example, in Field Force  Tracker software, a technician can immediately check the customer history or past repair history.

Since face-to-face interaction with the customer is part of their job, a field service professional must have good  manners to deal with customers. They also must know to value the customer’s time. To this end, a representative need to be equipped with complete knowledge of the issue and the required parts so that they can have a better chance of fixing the problem at the first go. In addition, customers will place more faith in a professional who appears to know what they are doing.

Avoiding Repeat Service Calls

First time fixes save the customer any further inconvenience, and they also save the company a great deal of time and money that could otherwise be used to attend to other jobs. A report by Aberdeen suggests that if the average first-time fix rates for a company is above 80%, the customer satisfaction goes up to around 90%. On the other hand, with a first time fix rate of below 50%, customer satisfaction nosedives to below 50%. Most often, it is due to poor customer experience that companies fail to retain customers. Fixing problems the first time helps build trust with the customer, promoting the idea of the company’s reliability and building its goodwill.

 

Despite the best of efforts, some problems are just not solved in one visit. In such instances, the field service manager would do well to assign the same person for the second and perhaps subsequent visits, as the first time. Customers tend to feel more comfortable around a representative that they have already met before and the problem is faster diagnosed and solved when the two communicate better with each other. Often, a customer will be less inclined to be difficult and demanding when they become familiar with the representative.

Managing Job Priority

The field service management  software like Field Force Tracker facilitate a professional to schedule the work with a mix of both high and low priority jobs so that if an emergency service request comes in, they can reschedule a low priority service visit and attend to it. Prompt addressing of the customer’s complaint is a determining factor in customer satisfaction. Capital Equipment Manufacturers (CEMs), for example, will always require immediate attention in case of unexpected failures. In such a case, a technician will have to be swiftly assigned, prioritizing their skill set and previous history of first-time fix rates, and rescheduling other low priority jobs to allow availability.

Service visits are important. They are one of the few personal interactions between the customer and the company, and given the direct influence of customer satisfaction on the bottom line and the goodwill of the company, it is paramount that they be agreeable and pleasant to the customer.

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Cost Effective Field Service Software For Field Employees

In this age of universal mobility and smart phones, Field Service Industry is going through the big change. Field service software like Field Force Tracker are changing the software industry by their revolutionary features and with its  low cost of implementation.  Because it is a cloud based field service software software is based in the cloud, you have no infrastructure to maintain, and no servers to update. You need no IT person to maintain it.

However, if you are moving from paper or spreadsheet based scheduling, you will be making a big change in the process. To make sure that you get the most benefits, this article will explain that.

While all companies are benefiting from new technology and software that helps connect different departments and processes, organizations that rely on workers in the field reap some of the largest rewards from cloud-based software. When dispatching, collecting payments and monitoring daily activities, service management software that is provided as a service means technicians in the field are no longer removed from the companies they work for while performing their jobs.

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Benefits of Software As a Service (SaaS) Field Service Software

Software as a service also allows field service companies to cut down on overhead costs such as new hardware, according to Air Conditioning, Heating and Refrigeration News. According to their recent article, SaaS allows in-field workers to access field service software on nearly any device that has a Web browser. This opens the door to companies that want to save costs with BYOD (bring your own device) policies or use existing hardware.

BYOD is growing in popularity and since many workers already own a smart device, there is essentially no hardware cost and technicians will be able to navigate the field service software using a device that they are already familiar with, cutting down on training time.

Field service software impacts Customer Service

Customer service is also improved when workers in the field have better connectivity to the home base of the organization. They can provide customers with more accurate estimates on how long it will take to order a needed part and how much it will cost. Technicians can locate much of this information on their own, without speaking to an off-site employee who must search and report it back to them.

Repair service software can expedite the payment process and reduce the need for invoicing for some services. Technicians running late can also quickly communicate their situation to the company so that impact on other customers is reduced.  This can help workers and customers adjust to possible, unforeseen interruptions in the schedule, which are common in industries such as HVAC.

With BYOD, contact is also made through a device that the technician is likely to have on their person at all times. This way, communication can continue even if the worker is at a site that does not have telephone, Internet access or is not near a radio in their fleet vehicle. The software will connect them to all of the information that may need when on the job.

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The Cost of Not Deploying Field Service Software

A service company spends significant hours on service paperwork, emails and phone calls in your office.  If those activities were replaced with something more high-value like customer care, business planning or marketing the company can greatly benefit from it.

And what if instead of mailing out invoices days after a job was completed and then waiting for payment to be mailed back, the invoice instantly arrived in your customer’s email box as soon as the task or project was completed?

Think of the revenue gain, if you could complete another job every day just from better scheduling and dispatch.

These are all missed opportunities that cost you money every day.

You may not be the only one waiting. You customers may be getting faster service from competitors who have shorter service windows and deploy the closest technician to their home or business. How much business will you lose if your competitors get there faster and more reliably?

Even if you already have a field service software solution, there are likely gains to be made from newer, mobile and cloud built solutions. If you’re using a premise-based solution for instance, there’s a good chance it’s costing you in IT and maintenance fees. Worse, field workers aren’t getting things done as efficiently as they could with native mobile apps designed specifically for use on a variety of devices. Inefficiency means less work gets done and that costs you.

Best Field Service Software

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker, customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

 

Evolutionary Trends in Field Service Scheduling Software

There was a time when field service companies relied on paper and pen scheduling methods. Then with the time, the service scheduling process became a bit more complex. To help them in the process, paper pad and printed calendar gave way to spreadsheet based scheduling.  These minor improvements helped were not sufficient in resolving  the problems and complexity of service management.

Today, new generation of field service software like Field Force Tracker are revolutionizing the field service industry.  Field Force Tracker efficiently manages scheduling of work force. It is very easy to move around schedules and re-assign resources as needed.  This leads to better utilization of resources.

Changing Field Service Needs

Across industries, modern-day customers demand new levels of real-time communication and visibility when it comes to field service. Unfortunately, legacy solutions and approaches limit organizations from satisfying these growing expectations. The good news is that field service scheduling software is evolving to help deliver exceptional service without compromising profitability. As technology changes the very nature of software, your organization should look for opportunities to take advantage of new capabilities that improve your bottom line and customer satisfaction ratings.

Improving Customer Communication

Outdated processes and technology once forced customers to “start from scratch” each time they interacted with a company or service rep. When it comes to scheduling services, customers increasingly want streamlined communication – and they want it via the channel of their choice.

Today, your service organization can pick up where it left off with customers, no matter the channel. Whether a customer sent an email, used online chat, or spoke to a rep on the phone, the latest field service scheduling software can log these interactions. That means anyone in your company interfacing with the customer has all relevant knowledge at their disposal. And this directly translates into a personalized interaction, leaving customers beaming with pleasure instead of fuming in frustration.

Making Dispatch and Work Order Management More Efficient

There will come a day when customers expect on-demand service. Until that time arrives, your field service organization can at least make the manual dispatch process more automated. Calling upon the algorithms and automation enabled by today’s technology, you can bring dispatch into the modern era.

The likes of emergency protocols, traffic protocols, and real-time updates are enabling dispatch models and modules that allow dispatch professionals to maintain a level of efficiency never before thought possible.

Imagine having access to real-time route information, tech activity while on-site, and notices when jobs are completed. Such insights make it possible for your dispatch manager to keep track of field technicians and job status with ease. And what about being able to predict travel issues (such as traffic congestion and seasonal weather disruptions) to reduce idle time, better plan travel time, and allow for backup resources to step in quickly when necessary?

Field Force Tracker Can Do This All Today

Smart field service scheduling software can also map service technicians’ schedules against customer needs to identify opportunities for greater efficiency. As a result, your organization can assign a mix of high and low priority jobs to technicians, reserving capacity for emergency work without impacting the overall flow of assignments. Moreover, today’s software can deliver alerts and real-time updates so your leadership team is aware of scheduling concerns – and improvements.

Hand in hand with this, relational databases and predictive intelligence are unlocking greater personalization. Picture using predictive software to analyze data gathered across all company systems and get insights that enable proactive work order management. This same technology can be used, for example, to identify the percentage of customers experiencing the same issue, pinpoint when they are likely to experience the issue, and understand the average amount of technician time required to address the issue. By proactively scheduling time to replace or update parts or products before an issue occurs, your field service organization can ensure customers don’t experience disruption – and do it as efficiently as possible.

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Delivering Seamless Experience to Customers

We all know that the modern businesses have revolutionized customer interactions. When it comes to field service, the demand for better experiences is real. Specifically, customers crave a way to understand technician location and exact arrival time. Fortunately, field service scheduling software and other advanced technology is evolving to enable more personalized, real-time interactions.

 

Waiting for a field service visit – or dealing with a tardy or no-show technician – all can be detrimental to the overall customer experience. Combine this with the fact that most field service organizations still rely on phone calls to communicate with customers, and it’s easy to see why customers feel exasperated.

 

Streamlining the appointment booking process can go a long way to improving the customer experience. Customers hate feeling they are wasting valuable time waiting for a technician to arrive. Your organization can use scheduling software that empowers them to book a day and time of their choice – through their preferred channel, whether that be mobile, web, or via phone.

Utilizing Mobile Solutions

Another way to enter the modern era is to outfit your field service dispatch center and technicians with real-time mobile tracking and, social media channels such as social media and SMS texts. Mobile tracking enabled via your website or custom app empowers your customers to keep tabs on the technician’s location. At the same time, communicating with customers via social media or text brings them the real-time interaction that eases their worries about when and if a technician will show up.

Sometimes the resolution to a customer issue requires a repair away from the customer’s location, such as repairing a downed telecommunications line. These scenarios can be especially frustrating for customers who feel blind to the repair process. In addition, answer the call by outfitting your technicians with wearables such as smartwatches. Using these, they can transmit service data and job updates via voice recognition back to headquarters. By bringing your techs online while on the job, you are empowered to deliver real-time updates to customers across all channels.

Delivering consistently good customer service and keeping pace with ever-evolving customer demands is no small feat. However, by taking advantage of the latest field service scheduling software powered by advanced technologies, your organization can satisfy expectations efficiently. That means you grow your competitive advantage and your profits.

Best Field Service Software

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker, customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Benefiting with Mobile Workforce Management

Smartphones have changed everything around us.  They have made it possible to have data on finger tips at all times.  The constant availability of connectivity has revolutionized the field service industry. More and more organizations are migrating their field force from paper based work orders to completing work orders using Mobile Applications.

Field Force Tracker  represents the best of the breed Field service management software. It comes with powerful field service mobile applications for iPhone and Android phones and tablet. Field technicians can perform most of the tasks using these applications.

Understanding Benefits of Smart Phones for Field Service

Mobility, mobile workforce, and mobile workforce management software are all top of mind for today’s field service executives. After all, in a smartphone-saturated world, most companies rely on workforce mobility to some degree. But like many, you may wonder what exactly this all means. Are the terms interchangeable? Do they describe different aspects of the same framework? How do new technologies change mobile apps and services?

At Field Force Tracker, mobility is at the heart of everything we do. We believe in mobility as the great differentiator in field service. Crack the mobility nut, and everything else falls into place.

In the following paragraphs, we share real-world insights on modern mobile workforce management in the hopes that it helps you harness the power of mobility.

Defining Mobile Workforce Management

In an increasingly connected, mobile, and customer-centric world, modern mobile workforce management requires every field service organization to compete on the basis of satisfying customer expectations with frictionless, remarkable experiences. And organizations are now held to the highest standards set by the likes of consumer companies like Amazon and Uber. Simply put, answer the call for seamless, transparent, responsive service and real-time assistance—or go by the wayside.

Delivering on this mandate means every field service manager, dispatcher, and technician needs real-time access to the right information in the right context, at the right time. And they get that through mobility.

Mobility puts valuable information about parts availability, expert assistance, documentation about the problem or asset, and more in the hands of field technicians. But it also enables dispatchers and managers to receive real-time status updates from the field. With access to information everywhere and anywhere, mobility empowers field supervisors in many ways. They can confidently make real-time updates to schedules, locate a replacement tech to handle an appointment for a delayed technician, assign an emergency service call to a nearby tech, and even manage and train technicians in the field. And they can do this from a mobile device while in the field.

So what software and technology is needed to enable mobility in the field? First is easy-to-learn software—built on industry best practices—that delivers accurate, up-to-the-second data to a well designed, user-friendly, continually updated mobile app.

However, savvy field service executives are connecting mobile device management, the Internet of Things (IoT), automated scheduling, and big data to further advantage. Smartphones connected to IoT sensors in homes, factories, and more provide technicians and scheduling software with real-time data and diagnostics. These sensors can even inform technicians about faulty equipment before a customer complains. With IoT and big-data-crunching capabilities, organizations now accurately predict service volumes and automatically schedule accordingly.

Barriers to Adoption of Mobile Solutions

With a clear imperative to deliver higher levels of customer service faster and better than ever, you would think mobile workforce management would be seeing rapid uptake. While field service organizations grasp the benefits of adopting this software, they must address a few issues on their path to modernization.

First are the typical difficulties that come with deploying new technology:

  • Getting buy-in to make a change
  • Ensuring proper deployment and integrations
  • Training employees to make mobility part of their daily routine

This brings us to the second biggest barrier: aging technicians who push back on new ways of working. Change isn’t usually welcomed by anyone, but older generations in particular can be obstinate about embracing new technologies. Getting these experienced, skilled workers on board is essential to success.

Finally, organizations cannot overlook the costs associated with a mobile workforce management initiative. The expense to introduce any new technology can spiral out of control if the project isn’t managed well and adoption issues aren’t overcome.

Deploying Mobile Solutions

Despite the challenges, mobility is a worthwhile and strategic initiative. Organizations that take a strategic approach to mobile workforce management can reap tremendous benefits. By adopting a workforce mobility solution that meets the most challenging needs of today and supports the field service organization’s future direction, companies can position themselves for ongoing success. Such a solution empowers technicians and managers to satisfy customer expectations for personalized experiences and rapid resolutions that set the company apart.

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker, customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Field Force Tracker Becomes the Software of Choice for Photocopier Rental and Service Companies

TRENTON, NJ, June 08, 2017 /24-7PressRelease/ — Field Force Tracker, a leading provider of cloud based Field Service Software, announced that it has become the leading provider of field service and contract management for photocopier companies. Many of its clients have migrated their data from other software such as TrackIt, HelpDesk, Desco, Service Fusion and other Field Service Software. Field Force Tracker has managed to migrate data from several custom designed software. Today, it has more customers in photocopier and office management sector than any other field service software.

Field Force Tracker has designed special contract module just to facilitate photo-copier contracts, keep track of copier times, trade-ins, recurring invoices, keeping track of drum, toner and fuser installation dates and repair history. It can take the major efforts to maintain useful information to manage large number of service contracts and machines. But, with field force tracker, one can manage hundreds of contracts easily. The system automates most useful functions such as computing overages, creating recurring invoices and renewing rental contracts every month.

Any photocopier service company needs to track its parts and consumables inventory. Parts and Inventory management in a warehouse involves complex operations of issuing parts, returning parts, shipping parts between warehouses, keeping track of parts used and discarded as well as buying parts from parts vendors.
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Harnessing its over 15 years of experience serving field service companies around the world, Field Force Tracker build an all-inclusive inventory management software as parts of its service functions. A company does not need to invest in third party software as all advanced features are already available in the field service software. A service organization can keep track of all its parts, consumables, vendors, and cost of those parts. It can deal with many advance inventory functions such as keeping track of serialized parts and multi-vendor pricing.

Connected, mobile & intelligent Field Force Tracker (http://www.fieldforcetracker.com) , a pioneer in mobile enabled field service space, has delivered mobile solutions for over 15 years. It has built the most comprehensive mobile application for field service that can take care of all service needs.

Built on Cloud, one of the most feature rich customer service platforms, Field Service Tracker enables companies to deliver mobile, intelligent customer service from phone to field. With Field Service Tracker, companies can totally automate their field service operations. Field Force tracker software includes many important features such as: automated intelligent scheduling and dispatching software, customer history, service contracts, field employee tracking, asset management and financial software.

Field Force Tracker software includes a very well designed Dispatch, Tracking, and Scheduling Board. Service agents have a 360-degree view of the customer, jobs, and field technicians. They can create a work order from any case and track mobile employees. Mobile employees in the field now have access to the customer’s full service and buying history, empowering them to easily resolve any issue that may arise and upsell the customer on another product.

Customer service moves fast and forward-thinking companies need real-time access to their service data. Field Service Tracker enables all service employees to update work orders, issue change requests and adjust job status, anytime, anywhere and on any device. A staggering 65% of field service workers still print out their service tickets and bring them in their vehicles, slowing down the service process.

Now, an employee in the field can see their open work orders on their mobile device; update them throughout the day as they complete jobs, and all the information is seamlessly updated in System.

Field Force Tracker (http://www.fieldforcetracker.com) delivers a complete service experience across a wide range of modern contact center channels including web, phone, email, chat, social and the in-person field service interaction, all powered by the latest technology. This cross channel, connected and mobile service experience is something that competitive products do not deliver.

“We are just beginning to see what customer service can look like in the era of mobile and IoT,” said Mark Robinson, Director Sales at Field Force Tracker. “Field Service Tracker gives companies tools that are designed for them to deliver exceptional customer experience. The amazing set of features in Field Force Tracker let them manage all aspects of their service operations with ease and at a very low cost.”

About Field Force Tracker

Field Force Tracker (http://www.fieldforcetracker.com) is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses of all sizes (from 1 user to 10,000 users) to meet the challenges associated with managing and running complex service operations. It helps in improving the productivity of their mobile workforce.

With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect correct information at once in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. (http://www.rapidsoftsystems.com). Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

Field Force Tracker Releases Latest Upgrade to its Award Winning Field Service Management Solution

    TRENTON, NJ, April 19, 2016 /24-7PressRelease/ — Field Force Tracker Software, a leading innovator of cloud-based field service management software, announced today that it has released version, a full version upgrade of its popular Field Force Tracker Field Service software. The release includes a long list of enhancements and features to help enterprise field service organizations lower costs, increase service revenues, improve response times, and provide remarkable customer experiences. Many of these were developed in direct response to customer requests for capabilities they were unable to find in alternative solutions. Key features in this release include:

New Dashboard Changes: With live feed of GPS data, dashboard continuously updates the current location field staff at all times.

Auto Scheduling Performance Enhancements: Many Improvements were made to the routing engine result in a dramatic increase in speed, enabling dispatch functions to react even faster to changing conditions.

Enhanced Inventory Management: Many changes were made to inventory management module. Now inventory is correctly updated at all times from service vans.

Handling of Branches and Departments: Field Force Tracker manages scheduling and logistics for branches where customers come to service provider facilities. This feature enables service organizations to optimize the utilization of location-based resources along with those in the field.

Resource Groups or Crew Scheduling: In scenarios where there are multiple resources in the field performing work together, Field Force Tracker now enables dispatchers to easily schedule the group or crew (people and equipment), both individually and as a unit.
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Enhancements to Schedule Rules: Management can ensure that dispatchers follow customized best practices by limiting specific scheduling events, issuing a warning, or suggesting alternatives to avoid excess cost, so that policies and best practices are leveraged across the organization.

Extending App-based Mobile Payments: Field personnel can securely take credit card payments using the built-in payment interfaces on any mobile device, simplifying the process for organizations to charge “time and material” customers and reducing billing cycles.

“Given the rapid growth in mobile devices and tablets and the potential impact on operational efficiency, revenue growth, and the customer experience, more and more enterprises are investing in their mobile workforces.” said Susan Ray, Marketing Manager . “We’re committed to developing innovative solutions to issues that large-scale field service organizations struggle with daily, providing powerful capabilities delivered to the field through native mobile apps for all iOS, Android devices. The latest upgrade is more proof of the unique value we bring to this field service software space.”

About Field Force Tracker Systems

Field Force Tracker (http://www.fieldforcetracker.com) is a division of Rapidsoft Systems inc., a software development company engaged in the development of mobile applications for over 10 years. A team of expert engineers located in the US, India, and the Middle East supports Field Force Tracker.

Field Force Tracker Systems provides state-of-the-art software and services addressing the complex challenges customers face in managing enterprise field service organizations. Its award winning cloud based, mobile enabled software enables companies to provide the most customer-centric and profitable field service possible.

Field Force Tracker provides the most comprehensive feature set, an open architecture for simplified integration, flexible deployment options, and on-demand configuration of the software. These combined elements drive rapid implementation, maximum adaptability, and the fastest ROI in the industry. Field Force Tracker’s technology is driving the success of diverse enterprises across a wide cross-section of industries. For more information visit: http://www.fieldforcetracker.com

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