Implementing a service dispatch software can increase your field service business revenue. Here’s how.
Some companies realize that their field service dispatch software is a necessary tool for automating process but they don’t understand that field service optimization contributes to company profitability in many ways besides simply automating processes.
1. Improved customer satisfaction
Happy customers buy more product from their suppliers, so responding to customer issues quickly and reliably increases revenue and profitability. Unhappy customers rarely become repeat buyers if they have an alternative source, so it’s important to ensure that customer issues are resolved quickly to avoid losing future revenue.
2. More effective service calls
When your field service dispatch software assigns a technician to a call, it checks that the technician has the right skills for the job, that his or her certifications are current and that the tech has or can easily pick up any necessary parts. In addition, if there are multiple techs with the same capabilities, it will automatically select the rep who is closest to minimize travel time.
If the customer’s issue is severe, the software may prioritize customer satisfaction over proximity and assign the job to the first qualified rep available, depending on how you have set your strategy. Enterprise mobility solutions help in this instance by sending revised dispatch lists and job details directly to the technician’s mobile device, improving responsiveness even more.
The result is that the team can resolve more calls with a single visit, so your costs per issue are lower. It’s expensive to send a technician on site only to find that they aren’t qualified to work on the equipment or they don’t have the right part. Customers usually become frustrated when it takes multiple visits to resolve a problem, so having to make repeated calls is a customer service issue as well as a cost issue.
3. Reduce travel time to increase productivity
Field service dispatch software considers location when it assigns techs to a job. By reducing travel time, technicians can complete more calls in a shift so your productivity is higher. Planning the tech’s route to minimize road time also minimizes travel costs such as mileage, gas and wear and tear on company vehicles.
The increased productivity reduces costs, which improves margins and overall profitability.
4. Track billable and non-billable parts and labor
Recording billable and non-billable items during each call helps to ensure that the records are accurate and that the tech doesn’t forget items. Even if the rep records parts and labor on paper while on site, paper can be easily lost or misfiled. In addition, someone has to scan or enter the information into the invoicing system. This cumbersome process is inefficient and error prone and frequently results in inaccurate invoices, which give rise to disputes or lost revenue. Fast accurate invoices improve cash flow and overall margins.
5. More accurate inventory
By allowing the tech to record material usage while on site, it is more likely that inventory records will be more accurate too. This results in fewer stock outs or incidences when technicians arrive on site without the right parts. More accurate inventory records helps companies to feel comfortable reducing the amount of safety stock they hold, which helps to improve profitability.
6. Increased sale of disposables
By scheduling periodic or preventive maintenance, your field service dispatch software helps to increase the sale of disposable items and supplies. You can train technicians to check supply levels on each visit and to encourage customers to place replenishment orders, directly increasing sales and revenue. Since disposable supplies are often high margin items, this can have a great effect on profitability.
These are just a few of the ways that field service optimization and field service dispatch scheduling software can increase your overall profitability.
Jessica Aceto is the Sales and Marketing Coordinator for Euclides Technologies. She oversees all content creation forEuclides Technologies and enjoys fusing her creativity with educational content for field service workforce management solutions. You can follow more posts by Jessica and the rest of the Euclides Technologies team at www.euclidestech.com/blog.