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There wasn’t always such a thing as software for field service management. Once upon a time, we used whiteboards crammed with text and color-coded by technician to lay out busy service schedules. It mostly worked as long as no customers fell through the cracks (and the cleaning crew didn’t accidentally erase it). Try as we may, those are days we won’t soon forget.
Most home appliance businesses rely heavily on word of mouth as they grow. In a competitive industry, a job well done is your best marketing tool. Glowing referrals and reviews work wonders for increasing revenue as you slowly expand your team with office staff and additional technicians.
A customer calls your business up on the phone and speaks to a CSR. What happens next? The time between that phone call and the arrival of a tech on the scene (for an installation, checkup, or repair) can separate a great customer experience from a poor one.
Field service management can be complex and logistical. Your business relies on detailed tracking of technician locations, carefully aligned schedules, efficient dispatching of resources, and more to maximize your team’s time (and to keep customers happy!).