The Importance of Field Scheduling Automation for NetSuite Users

Scheduling a Customer Service with NetSuite and Service Pro

Use NetSuite-connected field service management to automate scheduling and help your employees succeed.

 

Entering data manually is a drain on your company’s time and resources. It’s time to empower your employees, save money and time, and keep your customers happy.

Field service organizations have to use the right tools to succeed in today’s competitive environment. You can continue to rely on manual data entry to get the same results. Or you can skyrocket your business with automated, human-free scheduling. Which option does your team need?  

Automated scheduling is the power tool your team needs to raise service revenue. But higher revenue isn’t the only result you can expect with hands-off scheduling. Read on to discover even more ways to drive service excellence with NetSuite-integrated field scheduling automation.

 

 

Complete Field Visibility

With a fully integrated NetSuite service management solution, NetSuite ERP users have total visibility into field operations. Visual field service scheduling software provides dispatchers a window into the field. Armed with real-time field information, they can make more intelligent and accurate dispatching decisions.

Dispatchers no longer need to rely on inefficient scheduling and contact methods. With visual schedulers and GPS technology, they can instantaneously check job status, verify parts inventory, and confirm the technicians’ location. 

Keeping track of technicians and their skills will make scheduling easy and fast. Because technicians and back office workers are able to communicate more effectively, dispatchers can make better decisions based on where technicians are in the field. The technician’s proximity can be taken into account when scheduling. And the technician’s specific skill set can also be documented and available to dispatchers to ensure that the right technician is sent to the right location.

All of these features can be used to make smarter, more informed scheduling choices. This will ensure that technicians and back office workers are on the same page and that your customer gets the best service possible.

 

Shorter Wait Time

As people get busier—with less time to do everything—time becomes more precious than ever. Customers can no longer wait all day for a service technician to show up.

Trimble’s Field Service Index reports most customers believe two-hour appointment windows are acceptable, and technicians’ tardiness is their major frustration.

With sophisticated field scheduling software connected to your NetSuite ERP, you can create a fully-connected service team. Field conditions are communicated on the fly, allowing dispatchers to respond instantaneously and shorten ETA windows. This means that your technicians can show up better prepared to complete the work as quickly as possible.

By using a native mobile field app, your technicians no longer have to rely on handwritten addresses and directions. The GPS functionality right in the technicians’ mobile devices can help them arrive at the right locations. With a robust mobile field app, technicians can simply tap the customer’s address on their mobile device. Then they’ll automatically have step-by-step directions from the GPS app on their mobile device.

 

More First-time Fixes

Another top customer complaint is the need for repeat visits to fix problems. Sixty-three percent of Trimble’s survey participants admit that a service company’s failure to resolve a problem the first time is unacceptable. For a third of respondents, improper tools or equipment were the major reasons why issues weren’t fixed on the initial service call.

Field visibility connects the dispatcher with information they need to create an environment for success. Getting the right technician with the right tools and equipment to the job site tremendously improves the first-time fix rate. Technicians’ specific skills can be listed and taken into consideration during the scheduling process. This ensures that the right technician with the correct skill set is scheduled. 

Maintenance history can also be recorded and available for both technicians and back office workers. These records can include details like when the client last received maintenance services, who completed the service, what parts were used on specific machines…the list goes on. With access to this information, your team can be prepared for whatever might come their way while on site. The right spare parts, tools, and equipment can be packed in the service vehicle and the correct technician can be sent to get the job done right the first time.

 

More Predictable Revenue

Depending solely on emergency repairs isn’t a great way to help your business grow. Emergency maintenance can be unpredictable. There is no way of knowing when and where revenue will be coming from. Preventative maintenance can provide a more stable revenue stream and help to keep your customers satisfied.

Implementing a new preventive maintenance program may sound like a big task. But NetSuite-integrated field service management can help you get there. 

Preventive maintenance can be scheduled as frequently as your customers desire. Whether it’s once a year or once a week, all your preventive maintenance tasks can be organized and scheduled quickly and easily. With just a single click, you can generate and schedule dozens of preventive maintenance appointments. 

Service Pro’s scheduling will keep everything on track. Hundreds of maintenance appointments can be organized and scheduled with just a few clicks.

 

Faster Service-to-Cash Cycle

It’s likely your back office workers spend tons of time completing menial tasks. NetSuite-connected field service management can free them to focus on revenue-driving activities instead of manual data entry. Automatic scheduling makes dispatching technicians a breeze while also helping to speed up invoicing.

Improving your invoicing cycle turnaround time keeps your customers happy and helps you see payment as soon as possible. With just a few taps on their mobile devices, your technicians can document all billable tasks and parts used. Payment can even happen at the time of service with a mobile payment solution. You can empower your technicians to collect payments, obtain signatures, and process payments right from the job site after service is completed.

 

Conclusion

All these features help get technicians to their next scheduled appointment as quickly as possible. No more filling out paper work orders or calling the office for details on their next appointment. No more time lost searching for lost paper orders or customer signatures. With NetSuite-integrated field service, you can help your technicians accomplish their service tasks quickly and efficiently.

When NetSuite ERP and Service Pro join forces, an optimal system is created. Organizations work smarter, not harder. Powered by a service engine that’s firing on all cylinders, companies drive benefits to both their customers and themselves, without hiring more employees.

Improvements across the board can be expected—in field visibility, operational efficiency, revenue generation, and more.

MSI recently presented a webinar, 5 Benefits of NetSuite-Connected Field Scheduling Automation, that covers even more ways automated scheduling can support your business goals. 

Watch the webinar recording now to discover how NetSuite-connected scheduling automation drives service excellence.

 

Webinar Recording: Benefits of NetSuite-Connected Field Scheduling Automation

Learn how to drive meaningful gains in responsiveness, utilization, and customer satisfaction in this free, 30-minute webinar recording for NetSuite users.

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