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Field Service Company Running Well? Here's How To Be Better!

Two businessmen discussing field service management

The Rules Of The Game

The business world is more competitive than ever. No matter which industry you operate in, you are bound to face fierce competition, even if not at the inception, a few months down the line. What does that mean for your business? You need to be at the top of your game. But what does it mean to be at the top of your game? Continue with the winning formula that you have discovered for business? That would have worked in the past.

But as a business professional, you know exactly how dynamic the market has become. So, even if your business is performing well, you will surely find room for improvement after looking inside and out of your company. In the intense field service race, there are multiple field service companies that are doing a satisfactory job at catering to their target group. One such company has been achieving tremendous feats until it realized that it can reach greater heights by incorporating management software within its business processes.

Field Service Management report

How They Played It Right

A Safety & Security company that has a total of 21 members as part of the initial phase of adoption where 8 of them were planners and 13 of them were technicians. They created close to 500 job orders and completed close to 600 tasks within a span of one month. Throughout their business endeavor, they were able to complete certain objectives as stated below:

  1. The planners were now able to view the schedule of all technicians from the dashboard in the calendar & map view.

  2. They were now able to see the location of the team/technician in real-time as well as whether the team is online/offline which was rather difficult to do before.

  3. Accurate information inflow on which field service agents are available for a task.

  4. Track records of the previous work can easily be accessed e.g. photos, notes, and time spent at the customer site among others.

  5. Less paperwork is needed while making sure that certain important digital protocols are carried out by the technicians to complete a given task. Following the protocols help keep track of the work which can be referred back to later for future and immediate reference.

  6. Aid in the calculation of claims (e.g. mileage and overtime), automate reporting, avoid the need for verification and paper-based processing as well as ensure accuracy as claims are against actual traveled distance and time. Various reports that are being used and have been requested include job order report, task reports, mileage reports, check-in/out report, and OT duration i.e. post working hours.

  7. Track the technician’s resolution time and duration - - as well as identify these in total based on type, technician, and so forth. The reporting will also enable planners and management to identify discrepancies. Furthermore, any overtime work is updated within their system and this is now validated for accuracy through geofence location validations i.e. ensuring that check-in is actually at the customer site.

  8. In the event of any particular travel that needs to be verified for a particular technician for a particular day, this function can be used to compare to identify if the recommended vs actual route taken had a significant difference in time and distance.

  9. Provide proof that their technicians arrived at a customer’s location and not elsewhere.

  10. Planners and admins are able to see whether technicians are online or not and technicians are able to receive notification reminders to go online if they are offline during working hours.

Their Testimonial

It is quite evident that such feats could not be achieved without the assistance of a software. In fact, we have taken feedback from key personnel of this field service company on how the management software and mobile app helped in improving the overall business process of their organization.

Custella helped us significantly! Before incorporating this software, we were just another field service company that had to see the progress of our technicians after the physical forms were submitted. We weren’t able to get accurate location of our field service agents, overtime reports, and so on. It’s surprising how we could complete only 4 to 5 tasks per day before but now it has jumped to 9 or 10 tasks a day.
The best part about having a smart system is that you can go paperless and everything becomes digitized - we are able to fill up the forms and carry out our tasks seamlessly. This actually makes everything much more convenient as the system requires the agents to follow certain protocols such as taking a picture or filling up a form of the work done in order to complete a task. We started at 21 users and now have more than 100 users on Custella

Two businessmen and one businesswoman discussing field service management

The Benefits

This company is a testament that your company’s performance can indeed be enhanced through the use of software such as Custella. No matter what kind of industry you operate in, incorporating a field service software will give you access to the following benefits:

  1. The management will be able to keep track of the technician’s task progress effectively and efficiently at any point in time.

  2. Planners will be able to know the field service agents' live status more accurately and avoid discrepancies due to the accuracy of location required without having to make phone calls during their work.

  3. Planners and Management will be able to do mileage tracking for claims and reporting more accurately as the information is updated in the application in real-time.

  4. Efficient work process where tasks will be assigned, performed and updated in real-time.

  5. Accuracy with Reporting of Work and Overtime (OT) - task status and time will not be editable but rather follow the actual time.

  6. Attachment Matching: The mobile app will require the service provider to take a picture of the assignment in order to confirm the completion of the task for easier backtracking.

  7. Form Completion Compliance: Similar to taking a picture of the task completed, the field service agent would have to fill up a digital form after completing a job in order to move on to the next task.

  8. Traceability: For transparency of information, all the information will be available to the users for backtracking and referencing.

  9. Quantity of Tasks: With an increase in efficiency due to the software, the field service agents will be able to handle larger numbers of tasks in a brief period of time.

  10. Paperless: Needless to say, having software that can take over the manual work will make things paperless in no time.

Up For The Game?

This safety & security company has already taken the road towards efficiency by implementing a management software into its system. No matter what industry you are in, the current trend suggests that your business would need to take the path of automation in order to thrive in this competitive market. Perhaps it is your turn to take the next step?


Need a field service management application like Custella? If you’re in Malaysia, Indonesia, or the ASEAN region, drop us an email to schedule your demo:

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