In their new report, Software Advice reveals the benefits of using GPS, routing, and dispatching software to improve efficiency and meet growing customer demands for field service.
Since field service businesses work all over the place, they are faced with the unique need to schedule and dispatch technicians to new works orders at various locations in the field. Time on the road is unbillable, so service businesses need to make drive time as efficient as possible; not to mention, customers are expecting you to be there within a specific time window.
In their new report, “Improve Service Provider Efficiency With GPS-Enabled Dispatch Software, IndustryView | 2015,” Software Advice, a site that connects buyers to software solutions, reveals how GPS-enabled software offers a solution to common field service pain points by providing more effective scheduling, routing and dispatching.
Here are our top takeaways from the report:- Customers are less likely (much less likely) to hire a service company that’s more than an hour late.
- BUT, if you know you’re running late, save face (and potentially a loyal customer) by automating arrival time text notifications.
- Increase number of work orders per day with GPS-enabled scheduling.
- Save money on fuel and vehicle maintenance costs.
According to the report, if you’re more than an hour late for a service visit, there’s an 85 percent chance you can say goodbye to that customer. Clearly, it’s critical for service companies to ensure workers are scheduled and routed as efficiently as possible.
These findings reflect market-wide trends. Being able to shorten arrival-time windows and arrive consistently within those windows are key differentiators for field service companies. And, using today’s advanced scheduling and dispatching technology is the most effective way to get techs where the need to be when they need to be there.
GPS-enabled software makes your drive time more efficient and predictable, but there are still unforeseeable instances that may set your techs behind schedule. In cases like these, technology that triggers automated alerts, letting the customer know you’re running late, can make a big difference in customers’ willingness to business with you again.
These systems geolocate technicians’ mobile devices in their vehicle. Then, based on the worker’s location, the software sends automated text messages to customers with accurate technician location and updated arrival times.
Not only do these alerts keep customers in the loop, which is more convenient for them, it also assures them that arriving late isn’t a regular occurrence. These are not insignificant benefits considering over 75 percent of respondents report an improved attitude about a technician’s tardiness if they receive a notification; 27 percent of attitudes are significantly improved.
In addition to improved customer satisfaction and loyalty due to timely and connected technicians, service businesses are able to complete more work orders per day, which, spread over dozens of technicians and hundreds of work days per year, equals A LOT of extra revenue.
Schedulers with access to a visual scheduler map, enabled with tech status and location, can schedule work orders logically. For example, if the dispatcher receives a call for an emergency repair, she can see who’s available and where they are on the visual scheduler, then book someone who’s nearby so the issue can be resolved as quickly as possible.
Another key component of tackling more work orders involves parts and inventory visibility. A dispatch system that’s enabled to track what parts have been used in the field enables dispatchers to assign new jobs based on the parts in each tech van, which reduces truck roll (the number of times techs need to return to the back office) and improves first-time fix rates. Obviously, if you get to the right job site with the right parts, you have a higher chance for first-time success.
GPS-enabled software encourages accountability, enabling managers to monitor workers’ driving habits and fuel consumption in real-time, via the drivers’ mobile devices.
According to the study, 89 percent of business operators indicate decreased average fuel costs after adopting GPS-enabled software. Likewise, an overwhelming majority of software adopters (92 percent) see improvements in average work order travel times.
Tying it all Together: Unifying the Service Experience with Mobile Service Apps
Just as back office workers and dispatchers have access to real-time technician data in the field, technicians have access to customer profiles and service history through the service apps on their mobile devices. With constant access customer information, techs can be smarter and more efficient about the interactions and service they provide.
By facilitating seamless communication and data-sharing between workers, customers, and managers, mobile apps can streamline the entire service operation.
Quick Recap
GPS-enabled routing, dispatching and scheduling software helps field service companies improve efficiency and better serve customers by:
- Providing real-time, traffic-based routing that helps technicians be more punctual.
- Automatically sending customers arrival-time updates when technicians are late.
- Encouraging safe driving that lowers fuel costs.
- Allowing technicians to schedule more jobs when time allows.
- Tracking equipment in the vehicle to make scheduling more efficient.
- Keeping workers, customers and managers connected through mobile apps.
The benefits of scheduling, dispatching, and routing software with GPS capabilities can be felt on the front lines, by customers and technicians, as well as seen in the bottom line, by management. Combined with the growing power of mobile service apps, GPS-enabled dispatch software can take service organizations to the next level in this tech-driven economy.
Free Buyer’s Guide to Mobile Field Service Software
There’s a lot to consider when choosing a mobile service application for your field service business. Make it a little easier on yourself with these 9 tips for choosing a mobile solution. Gain concrete steps and strategies for finding a solution that’s right for you.
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