4 (of many) Challenges of a Field Service Organization

Staying organized in the field is a critical element of the successful field service operations team today. Fortunately, there are plenty of opportunities and resources available today to help field service teams step up their game.

Common Mistakes Made by Field Service Organization Strategies

To understand how to improve organization in the field, it’s helpful to start by learning about the common mistakes that happen and slow down to see how and where you may need to course correct. Legacy reporting that relies on pen and paper is the cause of most issues, and when you see them, you’ll see how a digital solution like a field service CRM can be the answer that your company needs.

Common issues and mistakes include things like those listed below.

Top 4 challenges of a Field Service Organization - Aha Apps

Unable to resolve problems:

  • When technicians don’t have a real-time connection to the company, they may not have the right parts, be unable to check inventory, or they might not even have the most accurate information, which means they are unprepared when they arrive and have to make another trip. This is detrimental to the client as much as the business and can affect your reputation severely.

Late arrival of technicians:

  • Another common complaint of customers is that technicians arrive late. Unfortunately, the right people don’t usually hear about it until or unless a customer emails or calls with a complaint about their service. When you have digital tools, you can track techs and their arrivals in real time.

Billing issues:

  • You probably have a variety of paid services, as well as some that are complementary or only require partial payment. Technicians are expected to know what’s billable, what’s included, and all the details—that can be hard to remember when you’re dealing with pen and paper methods. With a digital CRM, techs will have immediate and real-time access to accurate billing information.

Missing a recurring service call:

  • Certain customers need their equipment serviced regularly and sign up for service contracts that occur on a regular basis. Missing these can be detrimental to your customer's business as well as your bottom line. Field service systems can efficiently handle setting up of these service agreements and ensuring that your team never misses one.

These are just a few of the big issues that come with traditional reporting and monitoring in field service operations. The inaccuracies and the potential for failing to deliver the right solution to the customer are too much—it’s time to try something different. That’s where a real-time CRM and a device for each field agent to access that CRM is going to come in handy.

MS Dynamics 365 for Field Service Organization: Digital Tools for Improved Operations and Management

Microsoft Dynamics 365 field service tool that differs from many out there, offering customizable solutions, end-to-end resources, and quick deployment so you’re not hung up on software implementation and training when you could be doing valuable work out in the field. Field service organization software, in general, can improve efficiency, and consistency, and ensure that the best service is delivered at every appointment or service call.

This ultimately improves the customer experience, technician experience, and the brand reputation, which helps the organization grow as a whole. And, when you see just how much you can improve and streamline with a product like Microsoft Dynamics 365, you’ll likely start seeking out other tech solutions to upgrade your field service operations even further.

What do you get with MS Dynamics 365? How about…

  • A modular, customizable CRM that includes easy-to-integrate pre-built applications.
  • End-to-end solutions, instead of having to switch software platforms for various phases of the customer journey.
  • Power and speed, thanks to the tools included to allow for deployment and onboarding in a matter of days, instead of weeks, helping you stay one step ahead.

These are the highlights, of course. You can find the full list of field service capabilities for the Microsoft Dynamics 365 platform here [Field Service Automation Guide].

Conclusion

While there are several challenges facing the field service operations industry right now, including organization and keeping things on track, there are just as many technological solutions being created to alleviate the pain points. Having the ideal balance of customer service and the right tech tools will help your organization to deliver a consistent, optimal experience for customers and technicians alike.

Trends like contact-free services, mobility, remote services, self-service, and automation are changing the way that the field services sector does business. While some have been traditionally slow to adopt these technologies, now is the time to step it up. Field management solutions like those available from MS Dynamics 365 are just the start of your journey to increased field organization and improved field service operations overall. Field service management vendors and other organizations will find that embracing the technology available today can improve field service work in so many ways that leaders and key stakeholders will be wondering why they didn’t adopt it sooner.

Now that you know more about the benefits of these field service management solutions, it’s time to find the one that works best for your team.

Learn about the solution more by connecting with us.

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