In today’s world, businesses across industries are facing complex challenges to maintain their field workers. Job Management Software is important to businesses that need to keep track of their workforce, as well as a log of all the work done by their field employees.
It’s a familiar narrative: the pre-recorded call said the repairman would come between 12 and three, but it’s now four o’clock, and there’s still no plumber or electrician. The client calls the provider, and they apologise, but don’t know the technician’s exact whereabouts since he doesn’t work directly for the organisation, as he is a contractor. The client tries to haggle with the provider, ask for a supervisor, telling them they have dinner guests in an hour, but there’s not much the provider can do.
Finally, the technician knocks on the door as dinner is put on the stove. He takes a look at the problem only to find out he doesn’t have the right part in his van to fix the problem, so he’ll have to come back a second, non-specific time. What does the visit cost? He isn’t sure as he doesn’t do the quoting or invoicing. It’ll show up on the invoice when he files the paperwork two weeks later and by then the client will have forgotten what it’s for, so they’ll end up calling the provider to find out the details.
On the surface, this is a story about bad customer service. But at a functional level, it may sound all too familiar to most and it’s a perfect example of a field service technician trying to work without the right tools. Those businesses that have moved from manual, paper-based workflows to field service management software have a more streamlined process and most if not all these pitfalls in the example could have been avoided.
How E Works Manager Can Help Manage your Staff
It’s important to keep track of staff when out in the field, as losing valuable man hours is the main cause of jobs running over schedule, increasing job costs. With E Works Manager’s Job Management software you will be able to keep track of all aspects of every job, and staff member in the field, all from once place.
Having the ability to track all staff and jobs in the field is a critical business function. E Works Manager enables you to see the status of all jobs at any given time, see where staff are in the field and this way plan for or rectify any situations. Short message functionality allows you to keep staff and customers updated as to a technician’s progress and ETA.
All field workers will be able to complete electronic job sheets and if any additional documents in the field are required, E Works Manager can digitise them for you speeding up the process from job completion to invoicing for a job.
What’s extremely important to note is that high-performance companies perform better because software helps them adopt a real-time, proactive approach to field service management.
Getting the job done right means getting it done on time the first time and avoiding careless logistical complications. In order to accomplish this, organisations should take a holistic approach—give their agents clear directives, an open line of communication, and support workflows with the right technology.