Are you often frustrated by wasted time and money in your field service department? Whether it's sending employees out to jobs which could have been solved remotely, missing out on knowledge sharing opportunities, or failing to hit first-time fix targets, field service management software is here to help.
Having a powerful remote assistance software at your disposal, it empowers your team to make the best use of their time and skills -- meaning that problems are solved more efficiently.
1. New Employees Will Be Less Likely to Make Costly Mistakes
When new team members are out on their first solo jobs, the risk of mistakes is high. If an inexperienced field service technician makes a problem worse due to lack of experience, you're looking at tons of extra time and money to fix it -- as well as a disappointed customer.
Field service solutions help the new technicians connect quickly and easily with more experienced team members, reducing errors. While a technician probably wouldn't want to call in physical backup for a simple question, they'll have no problem using video chat to ask for advice. It means they'll learn faster, feel more confident, and be much less likely to make mistakes.
2. Experienced Team Members Can Help Without Incurring Travel Costs
What if one of your team members faces a problem that can only be solved by someone more senior, but they're a couple of hours away from your head office? Asking another team member to travel to their location is a massive waste of time and money, but linking up via video chat is fast, simple, and cost effective.
Using augmented reality glasses, they'll see exactly what the field technician is seeing, so it's as good as if they were there. Research shows that 65% of field service technicians consider live video support one of their most useful tools.
3. Customer Issues Will Be Solved More Quickly
If an issue can't be fixed over the phone, customers have to wait for a technician to arrive, which is frustrating and inconvenient. However, if the problem is simple enough for them to fix themselves via video chat, the wait time could be as short as a few minutes, with no need to wait for a technician to arrive. It means a massive boost to customer satisfaction.
When issues are so complex that the first field technician who visits can't figure them out, customers are looking at an even longer wait time for a second technician. With video chat, the second technician can be there virtually in seconds. It cuts down on customer inconvenience and makes even complex problem solving quick and easy.
4. Common Problems Can Be Recorded and Used in Training
Got an issue that keeps recurring, but only one team member who fully understands how to solve it? When your technicians use video chat, all their solutions can be recorded and distributed to the rest of the team.
This tribal knowledge sharing means you won't have multiple employees wasting time and energy trying to solve problems that have already been figured out. It means greater employee satisfaction and less frustration while on the job -- leading to a lower technician turnover.
5. Employee Safety Will Increase
When field service technicians are reluctant to ask for help because they know it will incur high costs, they're more likely to take risks that compromise their safety. However, when a more experienced technician can be contacted by video chat at the touch of a button, there's nothing to stop them asking for advice as often as they need to. That means increased safety compliance, which is better for everyone.
A field service management software makes life easier for your field service technicians, improves safety and efficiency, and boosts customer satisfaction. If you want to stay ahead of the competition, now is the time to invest in a video and chat platform for field service.
Blitzz's software provides custom integrations for your workflows and can be integrated even into your existing FSM and CRM tools. By using our software, you'll be able to get insightful analytics and can make us your "collaborative system of record."
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