Having a mobile app for your field service team is empowering. Field service mobile apps are simple to use but can pack features that improve productivity and return on investment.
By utilizing a field service mobile app, you’ll realize quicker response times to field requests, greater client satisfaction, and better tracking of job orders and material usage.
Any field service company that wants to improve its interaction with customers should invest in making their field workers as mobile as possible. They do not need desks at the office but can still fulfill their reporting needs from the field.
If you are considering a field service management application, here are the top 7 must-have features that will empower your field service technicians.
1. GPS Tracking
It’s imperative that the mobile service app allows the dispatcher to track a technician’s location via the app. This enables the assignment of tasks to the closest available technician. In fact, this can be automatically done when the mobile service app is part of a bigger eco-system of a field service management system.
GPS tracking also allows for easy estimation of how long a customer must wait before the technician gets to their location. Empowering dispatchers in such a manner has a positive bearing on the company’s image of transparency and professionalism.
A mobile service app’s integration with the device’s camera is important for several reasons.
Field technicians often need to take pictures as evidence of completed work, to facilitate verification of damage claims, and to capture images of samples for sourcing of parts. Images captured can also be archived for training later.
Integrating barcode scanning into the app takes this even further. Barcodes carry useful information and can help save technicians time it would take in input manually.
For instance, if a new machine is installed in a customer’s location, a barcode scanner can attach that information to the customer’s profile. Similarly, technicians may scan a barcode or QR code to retrieve service histories of machines in the field or to verify their ownership, authenticity, date of manufacture and so forth.
3. Speech to Text
Typing information is inconvenient for field technicians who wear protective gloves. Speech to text capability is therefore an important feature of a field service mobile app.
It saves time because data can be captured during commutes from one location to the next. Dictation also minimizes the time it would ordinarily take to capture data from the field during routine inspections and surveys.
4. Digital Signature
Field service mobile apps today are integrated with a digital signature service provider. Clients are required to sign physical forms as proof of work done. A signature is admissible evidence in case issues arise around billing or a breach in the service agreement.
Being able to substitute physical forms with digital signature service improves informational security. It also makes it easy to retrieve the service history for customers when need arises.
In addition, collecting digital signatures enables on-site payments. Then field technicians can close the loop on the service work being provided and collect payment directly from the customer.
5. Push Notifications
Push notifications in apps today are used to send offers to customers, nudge them to respond to emails and increase the amount of time spent on an app. However, in field service management, sending push notifications can remind technicians of new work orders, or the next item on their to-do list.
Push notifications can also instill new ways of doing things. For instance, a push notification can be sent each time the technician is finishing up on a job, reminding them to capture certain data or administer a questionnaire to the client.
6. Inspection Forms and Surveys
Standardization of service inspections is important for a company that has tens or hundreds of units. The company wants to make sure that a criterion is followed so that technicians do not miss anything.
Built-in inspection forms give technicians a step-by-step guide on how to complete an inspection. Logic questions can be included, whereby answers given determine different courses of action. It would also be useful to include templates to be attached to work orders when certain incidents or situations happen.
7. Integration with ERP Systems
It’s important that the mobile service app is fully integrated with other systems the organization uses to manage their workflow. When a service request comes in, a work order is created and assigned to a technician.
Tasks within the app can be color coded to show their current status- scheduled, ongoing, or completed. When a technician marks a task as done and the customer signs off on it, an invoice should be raised and sent out to the customer immediately to eliminate extra clerical work. Automation will also eliminate errors in amounts billed.
Conclusion: Invest Intelligently in a Mobile Field Service Management App
If your organization is considering investing in a mobile field service app, it’s important to have your workflow well illustrated. This will help think about the most important features it needs to fully empower your field service technicians.
Once launched, a mobile service app will help keep technicians informed on their schedule, eliminate paperwork, automate billing, and keep dispatchers aware of technician’s location all the time.
MSI Data’s Service Pro App unlocks all these features for your field service workflow. They have a native app for iOS, Android, and Windows that come with offline modes for areas without connectivity. Schedule a demo here!