Category Archives: Field Service Management

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 In today’s technologically advanced world, an organization relying on outdated tools puts entire organization as disadvantage.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.


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.
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 ( , 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 ( 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 ( 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. ( 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.
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 ( 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:

Using Field Service Software For Business Excellence

Field Force Tracker is designed to give visibility to internal operations of your business. It helps in organizing the operation better. Whether you are a one person operation or a company with thousands of users, field force tracker can help your business.

Service Managers with responsibility for operational and service areas of the business, need to know what is happening in their organization at any time, that is a given. The manager needs to have this visibility, from wherever they are. Whether they are in the office or out and about they need to have a good understanding of what is actually happening. Not from what was planned for the day or from what they are being told, but what is happening in real-time and at any time. Your ability to support customers depends on the tools that you have.


Better Information Organization

Information needs to be simple to access. It needs to be easy to understand, accurate and instant. Ideally access to job status, customer information, location information, asset information and notifications should all be in one place. That would make life easier for every one.

The ultimate of any field service solution is quite simply better visibility of the workflow to and from the field. Ease of integration is a key part of any new solution as an integrated field service solution means that the two-way flow of data and information is captured just once and in a consistent and efficient way. It means that no data is left unused or delayed while waiting on paperwork to be finished or for collected information to be downloaded and an audit trail is in place reducing the chance of any lost or missing information.

All areas of the business can then have visibility of what they need to access, making their work more straightforward and productive.

Here we look at the benefits different parts of the business can get from the improved visibility that field service solutions bring:

The Business Owner/Manager Benefits

For the business owner, or field service manager, reports can be easily accessed on any criteria as systems are linked and ‘speak’ to each other. The health of the business can be easily monitored and customizable reports can be run on jobs, revenue, inventory, employee hours, customer surveys, invoices and customer data.

Profitability can be reviewed by customer, service or product allowing focus on driving higher overall revenue and increased margins.

The Service Manager Benefits

The Field service manager can see real-time status updates of all jobs (scheduled, started, paused, completed) across the teams and also assess the productivity of individual staff members across jobs and tasks.

Workflow can become automated reducing paperwork and eliminating lost or delayed time through scheduling improvements and job completion rates.

They have this visibility from wherever they are, whether in the office or not as all information can be easily accessed through their mobile device.

Service Administrator/Dispatcher Benefits

For the team in the office they can assign jobs faster with improved scheduling, increasing the number of jobs field technicians receive due to the reduced time. There is real-time visibility for scheduling and updating of jobs, significantly faster capture of customer information and service requests and the distribution of work orders is instantaneous.

There are significant time savings from the reduction or elimination of paperwork and the team or individual is then able to be more productive on other tasks.


The Field Technician Benefits

For a field worker improved visibility, through an integrated mobile solution, means they can do their job in the best possible way. Critical information can be accessed and shared in real time in the office and the field. Through integration with other back office systems, the field worker has access to the job history and customer records allowing for a more detailed understanding of not only the job they are going to but also what has happened before and why. Turning up to site and having this information on the job detail to hand or having access to it, means there is better chance of job resolution on this first visit and all the benefits this brings to an organization, the technician and the customer.

Office Manager Benefits

As the work gets recorded, the work and travel time can be accurately recorded for allocating to customer accounts and also through integration with other systems, the data can be exported into HR applications. This part of the automated process helps to limit erroneous overtime costs and reduce payroll errors.


Accounting and Finance

For those in the finance team invoices can be automated immediately upon job completion. A work order, for example, can be issued, then on job completion the customer can be invoiced immediately, achieving a quicker payment cycle through this order to cash automation. Data can be transferred electronically between systems, making accounting and payroll tasks more efficient and accurate.

Financial reporting becomes more straightforward as customizable reports include all the relevant information on revenue, costs and employees.

Real-time visibility provides many of the answers a field service organization will need to better-manage the day to day operations and deal with whatever the day demands across the entire business.

About Field Force Tracker

Field Force Tracker is a cloud based very comprehensive field service management software for all business types. It can take care of work-orders, customer management, scheduling, customer history, product history, invoicing, payments, inventory management, Timesheet, tracking, parts and assets electronic estimates, and service contracts, Warranty Service, customizable invoices with signatures, email notifications, recurring, Reports etc. It is a very feature rich system with many unique and advanced features for a business like yours. The Field Force Tracker offers many very powerful features to manage your employees.

The program has capability of editing the work orders in the field. The program also has capability to upload pictures, documents and take signatures and notes on the mobile and web. Our solution has GPS integrated in it so you can monitor your technicians when they are in the field. This will allow you to see them live on your map. Each technician’s status will be updated automatically but the technician can update it manually too. We can also integrate your QuickBooks with the Field Force Tracker software (Sage/ MYOB Planned). The solution is supported by mobile apps that work on iPhone, Android and on all tablets. 

Understanding Requirements of Field Service Organizations

Field Force Tracker is a leading solution for Field Service Management. In this article, we discuss how it can help different type of field service organization meet their challenges of optimum service. However, before we do that let us try to understand the results of study that tells how organizations can optimize their returns from field service software.

For field service organizations, automating manual processes using field service management (FSM) solutions is generally a good thing – but only as long as the solution actually addresses the inefficiencies the company is facing. Unsuccessful technology deployments often involve deploying solutions that don’t fix the Field Service Organizations (FSOs) actual problem, or that were built to solve problems they didn’t have in the first place.

Researchers at  cloud-based automation solution provider Field Force Tracker teamed up on a new report that outlines the types of FSM solutions available, their respective benefits, and what field service tasks they are were designed to improve.


Field Service Organization Need Automation

FSOs need that guidance to ensure they get the most out of their investments. According to the report, 75 percent of organizations with more than 50 field technicians will own at least one field service solution by 2018, but they will miss 20 percent of the potential benefits because of “incomplete integration or deployment.”

In the report, researchers have helpfully broken down the field service automation market into six basic categories based on functionality in an effort to help guide field service organizations in their software selection efforts and “see where best to put their investment, based on the outcomes they need to achieve.”

Categorizing Field Service Software Requirements

There are lots of choices all around. You get software that is designed for mom-and-pop operation as well as that is designed for the big enterprise organization. Each software is unique. It is not a bad thing because service organizations themselves vary in terms of requirements.

The six main categories of field service software include:

Field Service Demand Management:

These field service software solutions allow FSOs to gather all work order demand in on place, including parts, tools, and skills, as well as demand signals generated by customers, connected assets, and field technicians themselves. These solutions tie demand to contract entitlements or preferences, SLAs, and warranty coverage.

These  step alone is enough for many organizations to meet their service obligations. This allows you to manage your work orders and service resources optimally.

Field Service Work Planning:

These systems simplify work order prioritization and automate scheduling optimization by using advanced algorithms and machine learning. The software can improve workforce optimization by predicting potential shortages caused by overtime cost, time off, traffic conditions and other constraints. It also takes into account customer preferences, SLA commitments, and regulatory requirements, along with ensuring the availability of required parts.

This software takes you to next stage of service delivery where you can control resources but also manage cost of delivery of your services.


Field Service Technician Enablement:

This is software that can help technicians find equipment or other assets at a customer location, access repair histories, and view instructions for completing a repair. Technicians can also access support resources for diagnostics, source parts, initiate contract adjustments, and scope out new work orders. These solutions depend heavily on the use of mobile technologies, and require a much more active role for the technician in customer and work management.

By doing this, you are increasing the satisfaction of your employees. They are spending less time on fixing problems as they get all the information they need on their mobile devices.

Work Order  Management and Information Management:

This is probably the most familiar FSM solution, and combined with work planning makes up the heart of many work order/field service management solutions.

These systems reduce manual entry by replacing paper work orders and enabling technicians to capture work financials and next steps in real time. Technicians use a mobile device to record time, expenses, parts and tasks completed. In some cases, they can also collect customer signatures and payments, and take photos or videos to document their work.

Service Contract Management and Operations:

These solutions are more focused on back-office activities, and enable office staff to manage contracts, entitlements, billing and warranty. The software also manages the process of recording equipment maintenance histories and documenting coverages and planned maintenance tasks.

Service Analytics, Reporting and Integration:

Analysis is an increasingly important component, as it not only gives FSOs the ability to gauge the success of their technology deployments, but also helps identify and correct potential service problems, such as lagging productivity, parts ordering delays, or SLA compliance problems. Metrics typically include technician productivity (based on completed work orders), first-time fix rates, billable hours, mean time to repair, attach rate, SLA achievement rate, etc.

How Field Force Tracker Can Help

We believe the FFT will take care of the operational requirements of your field service business and we have made it very easy and affordable. We offer most of the key features that are essential to manage your business.

Field Force Tracker is a cloud based very comprehensive field service management software for all business types. It can take care of work-orders, customer management, scheduling, customer history, product history, invoicing, payments, inventory management, Timesheet, tracking, parts and assets electronic estimates, and service contracts, Warranty Service, customizable invoices with signatures, email notifications, recurring, Reports etc. It is a very feature rich system with many unique and advanced features for a business like yours. The Field Force Tracker offers many very powerful features to manage your employees. The program has capability of editing the work orders in the field. The program also has capability to upload pictures, documents and take signatures and notes on the mobile and web. Our solution has GPS integrated in it so you can monitor your technicians when they are in the field. This will allow you to see them live on your map. Each technician’s status will be updated automatically but the technician can update it manually too. We can also integrate your QuickBooks with the Field Force Tracker software (Sage/ MYOB Planned). The solution is supported by mobile apps that work on iPhone, Android and on all tablets.

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The ever increasing value of mobility in field service business

As part of Field Force Tracker’s current mobility campaign, we discuss what to expect from mobility as tool in modern field service.

Using Mobility to Meet Field Service Goals

Before we discuss what is needed of field service mobility, it is important to understand the goals of any successful mobility organization. A field service organization is a revenue enabler for the manufacturing organization. But for a small service business, it is the business in itself. So what should be the objectives? Lets discuss those.
Best-in-Class organizations have four main target areas (in order of priority):

  • Improve customer retention and loyalty
  • Improve service-related profitability
  • Improve quality / relevance of service data
  • Improve service information capabilities (i.e. mobility, knowledge sharing)

Focus on Mobility

With advancements in field service management software going hand-in-hand with the mobile evolution, the focus in service operations is quite firmly now on the field worker themselves.
This is quite right too. The technician or engineer has long been the face of the organization and often the only direct contact a customer will have, so the customer experience they are able to deliver counts for a great deal.
The technician needs a mobile solution which helps them to do their job in the best possible way.

The technician needs a mobile solution which helps them to do their job in the best possible way. The workflow to and from the back office has to be seamless as this quick and easy access to information enables better decision-making and ultimately improved resolution.
Through integration with other back office systems the field worker has access to the job history and customer records allowing for a more detailed understanding of not only the task at hand but also what has happened before and why.

Knowledge of the different elements of the task are often fundamental in the delivery of service excellence and turning up to site with this information at hand or having access to it, as we know from business or personal experience, delivers an improved customer experience.


Maximizing Value of Field Service Mobility

Any mobility solution should be easy to use. Overly-complicated systems will be bypassed and worked around or ignored all together
From working with a range of companies, who are either looking at developing their mobile strategy or starting out from scratch, we’ve found that there are some common principals.

Ease of integration is key. You don’t need to have to think about changing your whole field service solution. Extending the life of current systems is all important so look at mobile solutions which will leverage and expand their use.

Implementation needs to be as quick and straightforward as possible. A lengthy implementation process will defeat its objective. So being up and running in days, not months, should be the realistic goal – delivering a much faster ROI.


Any mobility solution should be easy to use. Overly-complicated systems will be bypassed and worked around or ignored all together. The easier to use, the quicker the adoption and the better the ROI.
All mobility software needs to be agile and able to move with the next generation of mobility. Developments are moving fast, so providers keeping their solutions up to speed is important.

It is crucial for any mobility solution to work across mixed digital devices. The apps will need to work across different operating systems too.

Vitally, mobility is about the anytime, anywhere access to information and it is essential that your solution makes it as easy as possible to achieve this.


Next Evolution in the Mobility


Real-time communication technology, combined with field service automation solutions will bring service businesses an entirely new way to communicate across the organization and with customers.
We’re excited about embedded communications in mobility, as with customer expectations higher than ever, the ability to streamline the service process and deliver faster, better service creates a richer customer experience.
Real-time communication technology, combined with field service automation solutions will bring service businesses an entirely new way to communicate across the organization and with customers.

As an example, innovative collaboration tools improve task completion through real-time contact with remote experts through a smart phone or tablet, for improved first-time resolution rates. These capabilities are akin to augmented reality without the prohibitive costs of the hardware. Remote experts can assist multiple technicians, so speeding up the completion and accuracy of the work, while balancing the cost of an organizations service delivery.

At Field Force Tracker we see this as a game changer for any company focused on enhancing the customer experience.

Tips for Improving Field Service Operation

For organizations wanting to improve the efficiency of their field service operations, investment in technology plays a big part in achieving this. For many companies, choosing and implementing a solution can become complex and potential efficiency gains are being missed, meaning organizations are not seeing the full return from their investment.

Field Force Tracker leads the way in simplifying field service and have compiled the following tips to help you get the best results from your investment.


  1. Want to go paperless?

Most field service companies now use some form of technology, but there are a lot still operating with paper-based systems for all or part of what they do. Those that still work on paper report that they understand this is a disadvantage and affects their ability to be competitive. With an automated workflow, a service call comes in, it’s captured electronically, dispatched to a field technician’s smartphone, and then available for invoicing upon completion – all within one system. The core workflow is processed instantly without the unnecessary bottlenecks of a paper work order.

  1. Need to accelerate your payment cycle?

It goes without saying that the longer it takes to get payment for your work, the more it impacts your business. As a result, you should do everything possible to reduce the time it takes to get an invoice for completed work to your customer. That requires the information for the invoice to be in electronic form so that it can flow directly from the work order without any additional data entry. A work order, for example, can be issued, then on job completion the customer can be invoiced immediately, achieving a quicker payment cycle through this order to cash automation.


  1. Want to simplify scheduling?

Improving your ability to handle service requests efficiently has a direct impact on your business, but the day changes as emergency jobs come in, jobs may take longer than planned and traffic delays affect the original schedule. To improve efficiency, service companies use scheduling tools to streamline the process of capturing and dispatching service requests, saving as much as 80% over the effort of a paper-based process. Electronic scheduling also provides visibility for real-time monitoring of assigned jobs and field staff availability. Additionally, centralizing the scheduling data allows all required staff to view it as needed, reducing the number of status requests your dispatcher has to fulfil.

  1. Confused by mobility?

Today’s mobile technology gives businesses an opportunity to communicate with their mobile workforce more efficiently than ever. If you are not leveraging the everyday technology of smartphones, for example, you’re missing a golden opportunity to increase your overall efficiency through improved communication.

By using technology you may already have (or your technician may be happy to use their own) means you can make use of field service software without the need to buy servers, hardware or other expensive wireless equipment for field staff.

  1. Looking to improve customer satisfaction?

Customer satisfaction is critical to a successful field service business. An automated field service solution can make sure you seamlessly deliver the level of service your customers are looking for. Your solution should be centralized so that all of your staff have access to the same customer information. It should be available 24/7 from anywhere you might be when you need it. It should include service history so that you and your field technicians know the full story.

  1. Need to understand your business better?

In order to really understand your business, you need to be able to measure the performance metrics that are important to you. Analytical reports that can illustrate any aspect of your operational workflow means you get real-time business metrics at a glance, while also having access to ad hoc reports that can answer any anomalies that occur. While it’s good to know that your field techs are completing 30% more jobs than they did last month, it’s even better to know why so you can capitalize on it.

For the best results, you need a solution that meets your business needs. Field Force Tracker helps field service companies simplify this decision-making and is provided via technology you already have: smartphones and the internet.

To find out more on how Field Force Tracker is simplifying field service with innovative field service solutions, send an email to


Field Force Tracker – Gets Better For Future Growth

Field Force Tracker has been slowly building a presence as a rising star among field service management (FSM) software providers for the last several years. However, across the last twelve months or so they seem to be distinctly focusing on pulling together a enviable list of good customers, and a  lot of new features. They have revised new apps and added many features to the system.

The addition of experienced engineering team and marketing leaders has added a depth of industry knowledge and understanding of best-practice in the field service software, go-to-market strategies on the communications side of the business.  The team has experience in successfully working with top-tier enterprise account sales, but also a strong knowledge of product development within FSM systems. Field Service sector will see Field Force Tracker getting new momentum in the sector and competing with established players.


New Momentum in the Field Service Software

There has been a lot of momentum that has been building over time, but now it is beginning to become more visible as things are all coming together around the product, around the marketing and around our go-to-market strategy. We are becoming more visible in the market, but in a controlled way. From the board’s perspective it has been building up the momentum and now they are bringing in key personnel that will drive the company into the next field service market environment.

There seems to have been a very clear plan from the senior team at Field Force Tracker to get the product right, before then building the team that can firmly establish the company as a key player within the FSM software community.

Indeed, as the company CTO explains there was a lot of behind the scenes work in developing the product in order to be able to integrate easily with others that had to be completed before Field Force Tracker could really begin to move forward into the enterprise.

Addressing the Enterprise Field Service Software

Whilst the company were operating primarily in the small to medium sector, we invested heavily in developing a mobile led, innovative solution that was built on an enterprise approach architecture. We wanted the ability to have a field force management solution, where we could have custom objects associated at multiple levels, so the application could through configuration be quickly tuned to the needs of different customers in different verticals.

To then expose that flexibility to all of the communications channels – so out through the API, into the integration layer out to the mobile and then out to the web, as you can appreciate it takes time to build that kind of product, but it was where we saw future.


However, listening to CTO speak it is not just care and attention that Field Force Tracker have put into the development of their product – he is keen to outline how they have taken a very different approach than some of the more traditional vendors in the market have done in the past.

“Our focus has been to develop a mobile application that is very intuitive and easy to use – everything we do is about intuitiveness and being thumb friendly. Successful solutions are always easily adopted because they’re so easy to use.”

“Everything we do is about intuitiveness and being thumb friendly. Successful solutions are always easily adopted because they’re so easy to use…”

“Our approach has been to really focus on empowering the people in the field, the field service technicians that are working directly with their customers and can therefore have the biggest impact on a brand when service is being delivered. By making sure that they have an application that is simple to use but also offers access to rich data that is embedded within the service call (so they don’t have to be reliant on syncing up, it’s all there for them, they can just go ahead and use it) the aim is that it all leads to them being able to deliver better service.”

“So we’ve really been focusing in from that perspective. We’ve been taking into consideration how service manager think when they are in the field and how do the older members of the workforce think whilst they are in the field too.

It’s a different approach from the traditional world of big optimizations that are focused on macro management of a workforce and then driving that work out. In fact, it’s a very different approach.

Field Service Software – Upgrading with New Features

Whereas before the focus has been, both from a technology and a management point of view, about ensuring field service teams are working as efficiently as possible – i.e. on task such as processing the workload and optimizing the work schedule, now with customer service rising to the forefront of most conversations about company wide KPIs, the focus is very much on empowering the field service engineer with the tools at his disposal to be able to delight customers on each and every visit.

Indeed the landscape is ever changing, and Field Force Tracker find themselves in the interesting place of being able to compete with other FSM software but also at the same time offering a solution that can also fully compliment such competitor systems due to their focus on integration.

“Applications like ours enable companies to effectively digitise the last mile – i.e. get all the work instructions, all the processes out to the workforce. They can use it online or offline depending on their connectivity, but is has to be intuitive.’

Of course one trusted route to speeding up adoption which we have discussed a number of times in various Field Service News articles is getting the involvement of some of the field service technicians in the selection process of any given new tool they will be using.

This is a trend that Mason admits he has seen growing in recent years with more and more field service organizations involving a selection of service technicians to give their insight into any potential new solution.


“We’re seeing a growing trend where the selection process will include some members of the field team,” Mason agrees. “What this does do is enable both us and the customer to accelerate the time to value because it allows the customer to see how the tool will work within their wider system, but also allows us to better understand the challenges we’ll have to work through in the project.” He concludes.

It is a sensible route and one that is quite indicative of the customer-centric approach that company has adapted.

So could 2017 potentially be Field Force Tracker’s year? They are certainly getting themselves in the right place at the right time…


Inventory Management in a Field Service Software

Field Force Tracker provides integrated inventory management functions. It allows you to maintain inventory in the office and service vans.  It lets field technicians to  manage inventory in the field.

Impact of Inventory Management on Field Service

The service operation is complicated and must have a number of different and disparate functions work together to deliver a successful end result. When it comes to service delivery, the more visible and customer facing the function is, the more likely it is to get all the glory or blame.

The attention that customer facing service functions receive translates into a good amount of “buzz” in the media surrounding the new trends associated with exceptional service delivery, such as cloud-based applications, social media, and multi-channel tools.

Exceptional service delivery does not rely solely on field service technicians. Even though service parts haven’t received the same level of attention as field service, the importance of the individual parts of service execution cannot be overlooked. As shown in Aberdeen’s 2016 Field Service research, 51% of respondents reported that the most common reason why an issue cannot be resolved on the first visit of a field technician was due to part unavailability. Since more than half of all visits required a part, the report found that the rate of unresolved visits would likely negatively impact metrics for customer loyalty and satisfaction.

Inventory Management is very Important

The impact of efficient parts management on the customer cannot be overstated. Top performing organizations understand the important role that parts play in service delivery. In order to mitigate the risk of not having the right part when it is needed, nearly half of all top performing organizations (48%) in Aberdeen’s 2016 Field Service research have implemented tools that are used to link real-time updates of parts usage from a technician’s stock to their scheduling criteria.

In a recent Aberdeen research study on Service Parts Management, top performing organizations were 64% more likely than all other organizations to have a senior executive in place with oversight of service parts. This is not an idle position by any means. A senior service executive or Chief Service Officer with parts management responsibilities is integral for leading the strategic vision for parts operations, monitoring the revenue implications and opportunities of service parts, weighing the costs and benefits of carrying service parts versus new ones, and ensuring that parts operations seamlessly works with other functions within service and beyond.

Best Practices for Inventory Management


In order to derive the type of gains from parts that these service leaders expect, top performing organizations have implemented a few best practices:

  • Field service organizations have access to parts inventories
  • Parts data is captured and analyzed to aid in forecasting service demand
  • Early warning processes have been put in place to alert management of stock-out situations
  • Service quality or continuous improvement programs (i.e., Six Sigma and Lean tools) have been implemented

These are just a few of the best-in-class practices that have helped drive higher part fill rates, improved first-time fix rates, lower inventory costs, and more accurate part inventories.

Understanding ROI of Mobile Field Service Solution

When you wish to deploy a Field Service Solution, like Field Force Tracker, it can improve productivity of your system.

When you think of mobile field service solutions, what’s the first topic that comes to mind? Is it how your organization is currently managing your mobile workforce? Or do you instantly think of your current bring your own device strategy & how it aligns with your 2017 goals? No matter what you may initially think of when the term mobile field service solutions comes up, it’s safe to say that as an executive, the most important aspect of any investment is the ROI.


Field Force Tracker – A Great Fit For Mobile Field Service Solutions.

As an overview, the type of solutions we are talking about are those that help you maintain your entire workforce, from mobile field technicians, to customer service representatives, to dispatchers in the office who monitor it all. These types of solutions are detrimental to an advanced organization in exceeding customer expectations in the ever changing digital age. With such solutions comes change, infiltration of current process and adjustments to your entire business. This along with a heavy price tag can take some time to swallow, but let’s discuss how these solutions can more than make up for their cost in both the way they revolutionize your business and how they can more than pay for themselves in less than a few years.

What happens to your bottom-line without a Field Service solution in place?

Let’s first take a look at what happens when you don’t have a mobile field service solution in place and what it could be costing your service organization. Perhaps you are a municipality or home services organization that has around 100 field technicians. Each technician is earning around $45,000 per year, accounting for labor costs of $4.5 million annually. Let’s say on average, 1 technician is able to accomplish 3 jobs per day, which is 300 jobs per day total, and 1500 jobs per week  for your entire workforce (if your techs are working 5 days a week). That’s pretty good right? Considering you don’t really have all the visibility into cost of travel, time to travel, break time, lunch time, fuel costs and all of the unknown factors when you don’t have visibility in the field.  So, things could be worse, but it’s not enough to convince the entire organization that it could also be a lot better. Your organization stays in the dark with some of these metrics, wondering perhaps if there is an easier way to track all your costs and cost reductions.

What happens to your bottom line with a Field Service solution in place?

Considering the numbers we discussed above, a below average service management solution could increase each of your technician’s ability to complete tasks by 5%. A mediocre solution would give you a drastic 10% ROI on the first year.. And a top of the line solution, a whopping 25% ROI. If it’s just 5%, you’re already looking at paying back the cost of your solution in 1 year, 10% will double that and put you at almost half a million, while 25% will put you well over $1000,000.


How to get started measuring ROI before and after you purchase of A Field Service Solution

We know this may still be hard to visualize, so that’s why we recommend starting simple. You’ll want to try and draw a baseline of what your costs are prior to beginning to look at any solution. From here, start to account for new KPIs where you can to provide benchmarks. Most mobile workforce management solutions provide out-of-the-box reports to help you see ROI.  By starting with the simple questions, you’ll be able to keep this baseline to improve upon year after year & to continue to justify the cost and maintenance of the solution. Try asking:

  1. Is my field workforce being utilized evenly and at the same level?
  2. How much time does my field workforce spend driving?
  3. How many jobs per day do we complete each day?

We know it’s not just about the numbers when it comes to implementing a groundbreaking solution for managing a mobile workforce, but we know it’s one of the most critical parts of finally saying yes to full visibility for your organization. To better help you realize ROI for your own organization, contact Field Force Tracker.