5 Software Features to Demonstrate Top Service Management

Rhys Pattimore
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Managing your business can be a challenge, and while it may be one you relish, there are probably still a few tasks you wish you had more time for...

After all, when you can save yourself (or your team) from doing repetitive jobs, it means you can offer more attention to bigger, more interesting projects, like customer engagement, business development, and others!

Thanks to job management software, you can not only achieve these aims and save time, but help your entire team obtain valuable, actionable information that can boost productivity, efficiency, and help grow your business.

So, let’s take a look at 5 software features you’ll want to make use of so you can demonstrate top service management for your plumbing, gas, electrical, or other field service business:
  1. Satisfy with easy after-sales care
  2. Enable easy engineer tracking
  3. Pause with jobs on Hold
  4. Never forget with job reminders
  5. Be prepared with property history

But wait! We’ve also produced an awesome infographic that you can share with your team; take note because there are 7 Software Features You Didn't Know You Needed!

1. Satisfy with easy after-sales care

When you, your office staff, or your engineers are kept busy with admin, cross-checking figures, or sending out emails, it can be difficult to remember to check-in with customers to see if they’re happy. Oftentimes, when you do, they’re either no longer interested or won’t give you the insightful review you were hoping for.

On the other hand, if you’re not committing time to collect feedback, it can often mean that the only reviews you’re going to get will be when things go wrong, or if a customer feels like they’re not being valued.

That’s where after-sales care comes in!

C2 after-sales portal snippet UK-06

With a management system in place that can remind you to check for feedback—or even better, contact customers for you—it saves the admin from having to keep as close an eye on the process every time. What’s more, it increases the odds that you’ll get feedback that’s relevant, timely, and useful.

Following up with a customer shouldn’t be an afterthought and a quality software solution can ensure it never is. With one in place, you can ask customers for feedback, highlight successes, and even learn where there may be room for improvement.

All in all, it’s a simple feature that unlocks a lot of potential when it comes to crafting quality journeys and creating excellent customer experiences.

2. Enable easy engineer/vehicle tracking

Keeping engineers organised and on schedule is no doubt something your operations manager finds challenging. Day-to-day scheduling can be an increasingly difficult job when the team grows, details change rapidly, or emergencies get thrown into the mix, so it will help if you can keep a close eye on things and adjust accordingly, then update everyone involved with minimal effort. An intelligent scheduling system is particularly useful, as is a system that lets you see clearly an engineers schedule, clear as day.

Vehicle tracking extended display

When you have a system that keeps all your booking information in one place, this is a breeze. Everyone benefits from oversight that simply wouldn’t be possible to achieve if you’re relying on engineers to update the admin over the phone, or waiting for paper files to be scanned and uploaded.

Whether you want to see where your engineers are with vehicle tracking, optimise their routes, or even advise customers with real-time data, there’s a lot to be done when you can access this data.

3. Pause with jobs on hold

In line with tracking jobs and availability, there have likely been points where you’ve been unable to move on with a job for various reasons. Said job doesn’t need to be cancelled, but delaying it without messing up the rest of the schedule is paramount.

This can be a bit of an admin headache, and not everyone will know or see why a job isn’t being completed, but with software that lets you indicate when a work order is on hold, you can make it clear to everyone, made easier when everyone can see a clear diary, too.

Rather than let it get lost in the admin abyss—or, worse, forgotten about—you can clearly notify your team that a job has been paused and even set reminders to come back to it later. This feature can be a great way to stay on top with your service scheduling management and keep everyone up to date.

4. Never forget with job reminders

Job reminders are really useful at building quality relationships with customers, especially if you’re covering on-going maintenance contracts. For recurring events like these, you can use software to automatically send reminders that give your customer a heads-up and time to prepare, or even reschedule. It’s also great if you choose how these are sent, whether it's by email, text message, or by post.

graphic_service_reminder_laptop-01-2Reminders ensure there’s clarity and set you up for success: no surprises there.

We’re only human, after all, and we get distracted easily. Who hasn’t relied on their phone, digital calendar, or benefited from a quick notification to ensure you get things done?

Software solutions have a lot of tricks like this up their sleeve, ultimately helping to ensure that neither your business’s nor your customer’s time is being wasted. For instance, service reminders can make the difference between you securing a booking or losing out to the competition. If you want to get on top of job management then you need a feature that won’t let you forget to contact customers and secure those appointments.

Automatic reminders are essential and will go a long way to demonstrating not only that you’re eager to engage with your audience, but attentive to your own work, too.

With features like this and you’ll find you’ll save time, again and again.

5. Be prepared with property history

Knowledge is undoubtedly a great tool; the better informed you staff can be about a job, customer, or site, the better prepared they’ll be to complete it or overcome any potential problems.

Being able to access job or even asset history about specific properties—especially if you end up having a fresh-faced engineer who’s never been to that particular job before—can make all the difference when it comes to simply getting the job done versus getting it done well.

You don’t want your customer to have to repeat information they’ve explained to one engineer, and you also don’t want the engineer to record data that should already be known to them.graphic_customer_database-01So, to minimise risk of information being forgotten because someone forgot to take notes, upload their report you should be using software that makes this easy to record and view! (Which reminds me, check out our infographic for an extra tip that’s sure to help in this scenario, especially when it comes to taking notes on a job).

Customers will appreciate it if it’s clear your engineers are well informed about a job before they arrive and armed with fresh questions, relevant insights, and an all-round sense of confidence that they can tackle a repair, installation, inspection (or what-have-you) with ease.

Limit disruptions and make use of a tool that lets your team access this information no matter where they are, online, offline, and all within the palm of their hand.

The Takeaway

These 5 features are essential for keeping on top of service management, enhanced by software, can you really afford to be working without them?

As mentioned, take a look at our infographic, highlight 7 Software Features You Didn't Know You Needed, and consider the ways in which they could impact your business! If you're curious for more information and want to see how software could help you, then why not check out a detailed demo of Commusoft? Just click below:

watch a 20 min demo video of commusoft

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