Does your software give staff the context they need to transform every job into a world-class experience?
A definite perk of off-the-shelf software is the way in which it helps optimise the general needs that help you more efficiently run your field service business, with less fuss.
- Going paperless? It’s got you sorted.
- Want to send service reminders? You can do that.
- Want to automate invoicing? You can do that, too.
However: as you’re well aware, your needs will change over time and it may be getting to the stage where you’re eager for even more customisable options to help elevate the customer experience that you want to provide.
After all, if you’re offering more services to a wider range of clients, then customisation tools are essential to reaching them more effectively.
To that end, you need a tool that lets you take control of the finer details in your software.
Building on the old, to add something new
Oftentimes, when managers decide to invest in a fully made-to-order software, they do so because they're looking for an advanced level of customisation. This being said, very few can actually afford to keep up with the maintenance costs of custom-made software, especially if they get carried away with increasingly niche requirements.
These days (thankfully), they don't have to do that: off-the-shelf software is more customisable (and affordable) than ever!
With intelligent software—and thanks to user-friendly tools mixed with a healthy dose of automation—can set up your system to customise job and appointment descriptions, personalise customer interactions, and as a result, even improve your cash flow by optimising admin efficiency on a granular level.
These might all sound like small things, but the minutes saved add up to many hours and fewer frustrations for your staff and your customers at the end of every week!
Levelling-up your field service experience
To demonstrate how advanced customisation with job descriptions can help, let’s consider a scenario you’re probably familiar with, and then we’ll explain a little more about how more customisation options can be a real game-changer.
You probably benefit from some form of job descriptions in your software already; they’re a straightforward way of making it clear what job you’re actually doing and recording. As a result, your job information is better organised and easier to filter through.
This means, compared to before you went paperless, you’re already seeing the benefits of smartphones, and centralising your workload on a single screen.
Of course, as your business has grown, your needs have gotten more specific and if you want to reach those greater heights, you need more specialised equipment to get there. This is also why you might be thinking that the service you provide to your customers (as a “one-size-fits-all” approach) doesn’t really work anymore.
As an example, when it comes to your engineers attending a job, many of them are probably filling in a set of standard “arrival” and “departure” questions to the customer, but since there’s no way to distinguish between specific customer types, these generic questions can be a cause of frustration, wasted time, or even lead to useless data being entered into your system. This not only hurts the customer experience, but customer retention, too.
When you’re now working with entire estate agencies as well as private home-owners, their needs are going to be different and it makes sense you’d want to both provide and collect information that’s relevant to each.
Of course, on some jobs, you may have two engineers in attendance, but there’s no point having the engineers fill in the same form each, or worse, ask the customer to sign and approve the job on each mobile device. Customisation at a job description level that recognises these scenarios can help you avoid these problems, and go further to help you collect and put job information to use more effectively.
If you’re using a software that recognises two engineers are attending the same job, you could have each engineer answer a different (and more relevant) set of questions that are specific to their needs. For example, while one is confirming safety protocols to make it clear they’re proceeding with a covid-secure service, the other engineer could be collecting the customer’s signature and signing off that the job has been completed.
Personalisation that goes deeper:
If you’re encountering occasions where you feel like you’re no longer getting the most out of a general software solution, the option to have more customisation is something you’ll certainly be intrigued by. Some software providers may have plans in place that let you upgrade to gain access, so it’s worth looking to see what’s available.
To provide a more personalised journey through customisation, your team needs access to a customer’s information without having to remember all the finicky details that can cause delays, lead to mistakes, or otherwise hold them back.
Obviously, to achieve this on the admin side, it will require a little time to get these details set up, but as you’ll already be familiar with when using templates for emails or pricing, once they’re in place, it saves you from the hassle of having to manually enter the information in time after time, after time.
You don’t need to be a tech expert, and it’s often the case that once protocols are set, you can leave it alone, and enjoy the time-saving benefits of great automation.
By setting up your descriptions in a similar way, you can rely on the software to accurately and automatically provide (and even fill-in) specific details that are relevant to your customers or the job type, without your staff having to remember it themselves.
This is particularly useful when it comes to processes such as invoicing. While you may have previously left notes on a profile that explain the way they prefer to be invoiced, or if that is just sitting in someone’s head, you can have it sit within your system as a rule that ensures it applies to the customer automatically, every time.
Having a system that can react to these specific needs, specific job types, and even to specific customer profiles, is a great way to ensure your time is being used more efficiently and that the data is being used more effectively. It’s this level of customisation that can enable your engineers, or your staff back in the office, to deliver an experience that’s truly world-class.
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Calling off-the-shelf software a “one-size-fits-all” product can limit people from realising the potential that’s actually sitting underneath its digital bonnet. The reality is that for many businesses, great software can cater to a variety of needs and making the most of its potential is getting easier than ever.
After all, an amazing customer journey depends on how much information your employees are able to access and the more precise that information is, the better service they’ll be able to deliver; even better when it’s achieved in just a few clicks.
As we’ve explained, you need a job management software that offers different levels of customisation and allows you to make use of pre-set templates so you can reduce the number of steps needed to fulfil the job requirements.
As a result, you can speed-up training for your staff, and collect data that’s more useful for everyone, whilst making even the most complex customer journey simpler and more efficient. Speaking of training, we’ve prepared a checklist to help you discover more!