Solving Workforce Operation Challenges: The Role of Field Service Management Software


A majority of the workforce management problem statement for field services lies in the efficient scheduling and dispatching operations. Scheduling the right jobs to relevant field service technicians means better first-time fix rates, fewer reschedules, and better customer feedback.

In the age of digital transformation, relying solely on manual processes can hinder a business’s growth and customer satisfaction. Consider the scenario where a technician is dispatched without the right tools or skills for a specific job. Not only does this lead to wasted time and resources, but it also tarnishes the company’s reputation in the eyes of the customer.

Field service management software, backed by advanced algorithms and real-time data, can predict the best technician for a job based on their skills, location, and availability. For instance, if a technician excels in repairing a particular type of machinery and is located near a client’s site, the software can automatically assign them the task, ensuring efficiency and customer satisfaction.

Moreover, these software solutions can adapt to unforeseen changes, such as sudden technician unavailability or urgent service requests. By doing so, they ensure that businesses remain agile and responsive to their customers’ needs. According to various studies, companies that have integrated field service management software have seen a 25% increase in first-time fix rates and a 15% boost in customer satisfaction scores. You can find out more on the Unilog.

Rather than dealing with human errors in scheduling, it is advised for modern field service businesses to adopt field service management software particularly Servicemax alterantives. Read more to understand how field service scheduling software streamlines workforce management by optimizing scheduling operations.


Challenges in managing workforce operations for field services

Here are five major scheduling challenges that negatively impact workforce operations management:

  1. Traffic in routes: without GPS technology, it is difficult to predict traffic. Getting stuck in traffic means delay in service delivery, and puts a wrong impression on customers.
  2. Low worker productivity: field service being remote means there is hardly any way to find how the work gets done on a job site. Businesses have to depend on field service technicians’ accountability or carry out surprise visits for inspection.
  3. Complex scheduling: during peak demands and limited workforce availability that are dispersed across job site locations, it can get complicated to schedule new jobs – thus leading to human errors.
  4. Data management: acting on customer feedback, managing technician’s whereabouts and current job status, inventory stock, and payment status – it’s easy to fall into chaos with managing huge transactional data.
  5. Communication gap: without technology, field service teams are reliant on phone calls, messages, emails, etc. These communication channels often lead to delays as it is a constant back and forth.

How does field service management software overcome workforce operational challenges?

Here are five key ways in which a field service management app streamlines your workforce operations:

Automated scheduling

Scheduling becomes a major problem statement as your field service business receives more orders. It’s not wise to increase field service technician numbers as it will increase costs. Instead, you can use field service management software that finds out the optimized way to assign jobs.

For example, if 2 or more jobs lie in the nearby locality, it will assign those to a single field service technician.

By efficiently grouping tasks based on proximity, the field service management software streamlines operations without inflating expenses. This intelligent solution maximizes technician efficiency, reduces travel time, and enhances customer satisfaction. Embracing such technology ensures agile scheduling and empowers your business to handle escalating demands seamlessly.


Real-time communication

Rescheduling is common in field services, both due to technician unavailability and initiated by the customer itself. Conveying these messages in real-time helps avoid back-and-forth in making the schedule changes. The software will automatically assign the work to the new technician or align the job to the customer’s new availability. It will also instantly make necessary changes in the schedule of other job stakeholders who may be involved – like vendors, inventory managers, etc.

Incorporating dynamic rescheduling capabilities ensures adaptability in the face of unforeseen challenges. Seamless communication between the software, technicians, and customers facilitates swift adjustments, minimizing disruptions. This proactive approach guarantees optimal resource allocation, maintains customer-centricity, and fosters collaborative coordination among all relevant parties for streamlined field service operations.

Leverage data for better customer servicing

Field service operations provide much data about customers, payments, technician feedback, and much more. A field service management app helps you make the most of this data by helping you align your offer and train workers based on its insights.

For example, the field service management software will detect how in specific months, you receive more demand for a service from a particular location. Your marketing team can find out the reason – and share discount codes or run a referral program for these customers to get more business. You can also design upselling opportunities.

Leveraging this rich data repository, the field service management app empowers data-driven decisions. By deciphering patterns, preferences, and trends, you gain a competitive edge. Tailoring services, devising targeted promotions, and optimizing resource allocation become second nature, propelling your business towards strategic growth while enhancing customer satisfaction and loyalty.


Optimizing field service technician routes

Field services involve performing remote jobs – which means spending on travel for field service technicians and monitoring their activities. It becomes difficult to track unforeseen situations like accidents. A GPS-enabled FSM software will provide traffic-free routes to save time and fuel. It will show their location on the route in real time. It will also help you understand the time spent on travel and breaks – so that you can align workers accordingly.

Implementing GPS-enabled FSM software revolutionizes remote operations. Not only does it optimize routes for efficiency, reducing travel costs, and ensuring timely service, but it also enhances safety. Real-time tracking and geofencing enable proactive response to emergencies. Comprehensive insights into travel and downtime aid in resource allocation, ensuring seamless job execution.

Remote training of workers

Field servicing requires on-the-job training – but that is costly too. Using a field service management mobile app, a manager can remotely train a worker using real-time communication channels, video tutorials, or user manuals. The software will also schedule the job based on the level of skill required to perform it. So if a job is easy – it can assign it to a technician who is eligible to upskill.

This helps improve the productivity of your field service technicians – which means, a single technician can perform 2 jobs at the same time for a customer.


Understand more about how field service management software improves workforce operations

We enable field service businesses with better operational workflows to manage a workforce. Our software aligns scheduling, dispatching, customer servicing, and much more in a single platform. Explore our solutions by booking a demo with our team today.