Improving Customer Experience with Field Service Software

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.

If you are looking for a field service solution, it is important to recognize that the people actually using it after deployment will play a vital role in its success. How quickly any solution is adopted and starts adding value can come down to whether it is being used properly, if at all, by those in the field.

Customer Experience with Field Force Tracker

Working recently with one new Field Force Tracker customer was particularly interesting as they totally prioritized ease of use. We recently announced that Alani Plumbing, a leader in the plumbing and Hvac services, is deploying Field Force Tracker across its service operation of over 100 Plumbing and Hvac technicians to provide leading customer service, expand their current technology investment and support their growth.

Alani Plumbing prides itself on delivering superior service to Canada’s  plumbing and hvac services markets across its portfolio of offerings. It wanted to enhance that initiative by better enabling their planning, scheduling, dispatch and execution of field work with best-in-class technology to be more responsive to customer needs. Already using a proprietary as its ERP, it was important to them to utilize a knowledgeable  partner so they could integrate seamlessly and quickly, while mapping their new solution to their current business processes.

“Field Force Tracker was chosen after a rigorous selection process,” said Mark Matis, Alani Plumbing’s CEO. “We knew we wanted to work with a strong partner who also had the advantages of a cloud-based solution but it was really the business user case that proved conclusive. The user experience needed to be strong to ensure adoption. During our evaluation, we were impressed with Field Force Tracker’s user-interface and its easy and intuitive workflows.”

This focus on the user experience is so important.

Helping Technicians Do Better Jobs

At Field Force Tracker, we have found working with many companies in different sectors that some of the same principals are true whatever the industry. The user experience is fundamental to the success – or not – of implementing software solutions.

Managers and technicians, alike, report that the key to any technology implementation is ease of use. Taking time to learn new, complicated ways of working puts up barriers to adoption which workers may well look to by-pass and either go back to the way things used to be done or patch together their own and disparate ways of using the various solutions. Field technicians, by the nature of their work, tend to accept technology changes positively but how quickly they take to new solutions will again affect the ROI. A long drawn out adoption of any solution will have a serious effect on efficiency during the time taken and in the longer-term impact employee satisfaction with the technology.

Any field service solution should be easy and simple to use. Ease of use for technicians should also include how the device is used as well as the app itself, as one hand operation, for example, can be important. It may seem like a little thing, but allowing a technician to keep one hand free – and still operate the app – is a big advantage in the field.  One hand operation is especially important when the technician is downloading and viewing the schematics of equipment or paging through a repair manual.

Of equal importance is how intuitive a solution is. Are the workflows easy to understand? Can they be configured for different job types to make it easier for the user? Can you capture information with just one click? All these questions will have an impact on whether you will get users on board and really get the most out of what you have invested in.

Once data is captured, being able to send and share it easily means that you have a more connected workforce who can not only document what they are doing more effectively but are then sharing that accurate data with the back office. This gives office staff the most up to date and fullest picture of what has been completed in the field.

By making it easy to use, the best solution can ensure not only quick adoption but actually make the lives of the users easier, their processes more streamlined and importantly, help them get more done.

So, if you want to make sure you are investing in the right solution, involve your users. Successful solutions are those that are easily adopted because they’re so easy to use. And its only users that can decide that.

Mobile enabled, cloud-based field service software was designed to provide ease of use with incredible flexibility. Along with the ease – and speed – of our implementation and the ongoing support service that we provide we enable companies to take full advantage of today’s mobile field service.

Field Force Tracker’s power mobile apps for iPhone and Android are 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.

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).