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How Much Did The Covid-19 Pandemic Change The Field Service Industry?

The Covid-19 pandemic has been with us for more than a year now. It has changed the way we work, and many of these changes are going to stay with us for a long time down the road. Many industries had to move their entire workforce from office to work-from-home. Some companies are only starting to get used to the hybrid work model.

However, field services are such an industry where team members can’t be working from home. Field workers have to operate from the field. This is where it gets complicated, as service technicians have to interact with several people every day. Most of the time several reps have to work together to get a job done. In such situations, maintaining social distancing and following safety protocols without disrupting the job can be challenging. The demand for field technicians is always there when it comes to field service: there is on-site work that cannot be avoided, repairs that need to be done, service calls that need to be attended to, and in all these cases, clients need to be satisfied with a superior quality service experience.

This is why field service companies now must change the way they deliver goods and services such as conducting installations, routine or preventative maintenance, delivering or receiving products. Ensuring the safety of their people as well as the customers is now absolutely crucial. When you need the help of technology to provide a service with minimal contact, Custella is here for you.

If your company is struggling with keeping up with the expectations of uninterrupted customer service, preventative maintenance, on-time product, and service delivery while ensuring the safety of both your employees and customers, Custella is your one-stop solution to not only survive but even thrive in the era of the pandemic by going as digital as possible.

How can Custella help you manage your field services?

  • Providing the field reps and clients with digital documents, checklists, job orders, maintenance instructions all under one app, eliminating the need for physical files or folders that require sanitization.

Creating a user-friendly digital experience for technicians and customers, where they can share photos, videos, files, and notes on job orders that makes it easier for everyone by minimizing contact as much as possible.

  • Through the app, management and planners are informed about the progress of field service technicians in real-time, particularly accurate time of arrival managed by location-specific validations, ensuring that you are aware and will have visibility in the event that customers have queries about the work progress.

  • The app’s inventory add-on module to field service management can trigger reminders and create tasks for parts that are nearing their expiration/replacement date, or when equipment or a technician is due for recurring safety recertification.

  • Upon completing a job, digital document creation, signatures, checklists and work orders are made available to ensure a paperless and minimum contact experience.

The Covid-19 pandemic has made health and safety measures mandatory in the field service arena. It has shaken up this industry with the new normal, that comes with elevated customer expectations for more secured and superior quality SLAs (service level agreements). And when it comes to health risks, it is easy for companies who do not adapt to this new normal to lose loyal customers to their competitors. But this journey can be made much easier by a digital field service management app like Custella, which will satisfy your loyal customers and help you keep up with the pandemic as well as your competitors.

Still have more questions? Check out more FAQs on our website here. You can also get in touch with us below from the link below; we are always happy to get back to you with any queries regarding your business.


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

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