How Service Maturity Helps Field Service Organizations Excel in 2021

Faster payments, lower operational costs, and strong competitive advantage made possible with field service maturity



Servitization. Contactless service. Predictive maintenance. There are plenty of shiny new trends tempting field service organizations in 2021. The problem is: where to start first?

That’s where field service maturity can help. Field service maturity can be the key to growing your field service business for years to come. It offers a step-by-step service transformation that gradually builds your field service technology usage.

With a defined connected service maturity model to ramp up field service results, field service organizations can:

  • Collect payments faster
  • Reduce operational costs
  • Gain the competitive advantage

Here’s how.


Collect field service payments faster

The turnaround time from service to payment is crucial to a field service company’s cash flow. However, manual, paper-based work orders and invoicing can delay payments by weeks or even months.

With connected systems and a mobile field app, field service organizations can achieve same-day payments. It all starts with eliminating paperwork in the field.

Leading service businesses empower their field technicians with an all-in-one mobile app integrated with their ERP

With a comprehensive software power tool in hand, field technicians can access their appointment schedule, customer information, service history, and more. This allows them to prepare for appointments in advance. Then technicians can arrive on site with the tools, parts, and knowledge needed to get the job done right the first time.

And best of all, the work order information collected by field technicians automatically flows back into the ERP system. Then back office staff can process invoices as soon as the work is complete instead of waiting for technicians to drop off their paperwork at the end of the week.



Reduce operational costs

A recent McKinsey article noted that field technicians waste up to 40 percent of their workday on non-value-adding activities. That means nearly half of technicians’ time may be spent on unnecessary manual tasks, like filling out paperwork and calling dispatch to verify appointments.

But what if a field service organization eliminates those manual tasks? Imagine the impact collecting just a couple more billable hours per technician each workday could have.

Technician efficiency in the field is possible with integrated field service technology. With an ERP-connected field service mobile app, technicians can spend more time on value-adding activities, such as inspecting customer equipment, including notes and photos, to come up with a service plan for customers. 



Gain the competitive advantage

Competition in the service business is fierce. And it’s a common challenge that many field service organizations are trying to overcome. According to TSIA, the number one challenge in field service in 2021 is creating differentiated support and maintenance offers that increase customer value. 

In 2021, field service organizations must provide real-time service experiences for their customers that go above and beyond anything their competitors offer. That’s where integrated field service technology can help.

With comprehensive field service software, service businesses can provide the features customers have come to expect, such as automated communications and self-service options.



Conclusion: Get on the path to field service growth today

Download the guide now to learn how your company can serve more customers and bring in more revenue without adding headcount, including:

  • Digitizing and integrating your service processes for faster invoicing and labor tracking
  • Collecting data from the field to measure your team performance and identify areas of improvement
  • Optimizing your service operations using the collected data
  • Automating technician assignments, customer notifications, reports, and more to speed service success