Top 10 Field Service Management Challenges and How to Address Them
Field service management challenges might seem hurdles for companies when delivering services. Read on more to tackle with the issues effectively.
It is not only the right delivery that matters the most in the field service management business. The delivery needs to reach at the right place at the right time and with the right tools. That summarizes the importance of tools and the techniques that companies would go for while offering field management services.
Moreover, managing a team of professionals who work on the field has its own challenges. While field technicians need the detailed log of the work to be done, the supervisors must ensure that the professionals are on the right track. Such a task comes up with a lot of responsibilities and some additional challenges for the managers.
While the nature of these challenges may vary from one to another, they are sure to fall under any one of the following categories.
In order to bring justice to our field service management role, we have compiled the list of the most challenging problems and their solutions. Let’s have this extended journey together to find out the issues and the solutions.
Challenge 1: Optimizing Service Delivery
Optimizing the delivery services is a day-to-day challenge in a field service management system. It is one of the core responsibilities of the managers to assign work orders properly so that it should not appear like a challenge to the technicians.
The Solution: The procedure should either be explained in detail to the field technicians or the managers should opt for a detailed brief to the person-in-charge. Choosing the right person with the right skill set will make the job a piece of cake for the professional. Mismanagement in the communication can lead to increased cost.
Challenge 2: Rising Operational Costs
Rising operational costs is one of the most challenging elements for the field service technicians that need the right approach to tackle the issue. The rise in the operational costs could be a possible outcome of additional time taken to check the inventory or allowing additional travel expenses.
The Solution: Enabling mobility in the service scheduling software could help tackle the rising cost effectively. In an industry where there is a thin line between satisfied and dissatisfied customers, it holds importance to meet the customers’ requirements under the most affordable cost.
Challenge 3: Shortage of The Forms
Relying on paper has the consequences of its own. The paper may run out or a person in the field job may find it difficult to manage these sheets in the field. This additionally leads to doing greater efforts in order to manage everything on the paper. Being out on the field also means the professional doesn’t have a solid surface to put the paper on and fill up the same.
The Solution: Digital field service forms are the new innovation that could help field service management professionals to manage the related forms quite well. All they need to do is to fill up the details in a digital form and that’s it. No additional efforts are required for the same.
Challenge 4: Communication Barriers with On-Field Professionals
Sometimes it gets difficult to communicate with the on-field professionals owing to several reasons. Moreover, real-time communication is required so that new changes could be implemented with the help of on-field professionals. Such barriers may prevail due to weak network or inefficient workers on the field.
The Solution: In order to overcome communication hurdles, the managers could brief the workers on the call or can get in touch with them through mobile phones. There is no better way than going digital for such a problem. It helps to remain in sync with the rest of the team.
Challenge 5: Difficulty in Tracking and Third-Party Billing
Tracking third-party billing and other related tasks get a bit difficult in case the things do not move in the right direction. Difficulties in bill tracking have been reported by several companies operating in a similar business. For this reason, the entire billing tracking process gets affected.
The Solution: It is the best to utilize field service software to manage the billing and tracking the same. Such software can offer warranty management feature to optimize services for the business as per the requirement.
Challenge 6: Inefficiency in Meeting Customers’ Demand
Field service management business is no more the same. Today the customers are way smarter, and they know their exact requirements. This has additionally given a rise in the customers’ demand, which many a time becomes difficult for a company to fulfill the same.
The Solution: Keeping the right technology at their end can help managers in providing the right assistance to the clients. A proactive approach can help these professionals ace their jobs in addition to providing the right services. Field service management software can also help effectively.
Challenge 7: Failing to Capture Accurate Information from The Field
The traditional field service management has always remained dependent on extensive manual data entry. This sometimes leads to failure while capturing accurate information from the field. The human assistance may fail to register the correct information.
The solution: There are several CRM software that could help managers manage such an issue. A better coordination between in-field technician and operation managers can help overcome the issue easily. It is always good to use technology than depending on human assistance completely.
Challenge 8: Unprepared Technicians
It may be the case that the technicians employed for the job lack the necessary information and the best way to accomplish the job. Such technicians also may not provide the information on the quotes owing to the lack of knowledge required to fulfill a given piece of a task.
Solution: Field service software that carries all the information on a particular project can be used by field technicians in order to get the required information. These software help make field workforce management much easier. And because the required information remains compiled at a place it gets even easier for unprepared technicians to get the information.
Challenge 9: The Business Shows No Signs of Improvement
Small issues in a business organization can over the time result in slower or no growth in business. Such a situation is fatal for every field service management system and should be addressed at the earliest. This may affect a number of other resources.
Solution: For such a problem, it is imperative to use business software with exceptional analytic solutions. Software with execution management tool also seems the right fit for such a problem. Using the right tool at the right time with the assistance of the right resource helps combat the problem easily.
Challenge 10: Dealing with Unsatisfied Clients
The clients may remain unsatisfied if the services are not delivered at the right point of time. Ineffective services may also lead to a bunch of unsatisfied customers claiming for their investment. Such a scenario is the worst any business would land into.
Solution: Having a brief from the customers on their requirement and the preference of the type of the services would help field service professionals to offer the assistance as required. Thus, talk to your clients prior to offering a helping hand to them.
In the Conclusion
The most successful field service organizations embrace the change that is coming into the related sector. Be it about technology, the human assistance or advancement into the corporate sector, the business that welcomes the change is the one who wins. Moreover, the problems and the respective solutions have been compiled in this detailed guide to help organizations grow better even if they face any of the issues.
Field Titan is into transforming how global enterprises manage their field sales and field service teams. Our comprehensive and easy-to-use field service management software helps enterprises leverage the power of cloud, enterprise mobility, IoT, business intelligence and data analysis to boost the performance of your sales operations. Our intuitive field sales management software is tried, tested and trusted by numerous businesses around the world.