Your solar panels may be the best in the solar business industry, and you may offer very competitive rates. But if your field service is not up to the mark, the odds are that customers will move to your competitors. Nothing annoys a customer more than shoddy field service. Here are seven field service features to deliver superior service and impress customers.
Scheduling is one of the major pain points for any field service operation. Optimal scheduling involves assigning work orders to technicians in a way that minimizes customer wait times. However, achieving this balance can be complex. Traditional methods often fall short, leading to inefficiencies and frustrated customers. This is where robust service scheduling software comes in.
The scheduler has to group jobs within an area or plot jobs in a linear route so that the technicians do not have to backtrack and spend extra time on the road. Any extra time spent traveling decreases productivity and leads to poor asset-use ratios.
Some solar installation jobs need specialized expertise or certifications. The scheduler must shortlist technicians with these certifications.
Several exigencies can disrupt assigned schedules. The technician assigned to a job may call in sick. The weather may cause unexpected delays. Or the customer may request a last-minute change. All these keep the next-in-line customer waiting or technicians idling.
Coordinating technician schedules is a very stressful full-time job. But field service software makes the job easy and fast. The software offers a bird’s eye calendar of all jobs assigned to all technicians over a period. Easy drag-and-drop interfaces make job assignments a piece of cake. The scheduler can identify the technician nearest the work site and assign the new work order to them. They can also move technicians to attend to priority customers or emergency jobs. Issues such as double booking or some work
orders falling through the cracks do not occur.
Automated notifications keep technicians up-to-date on upcoming job assignments and changes.
Read more: The Top Benefits of Service Scheduling Software for Service Technicians
Field service operations involve many unknown variables. For instance, the worksite may present challenges such as limited access or safety hazards.
Managers and supervisors have no reliable way to track technicians in real-time. Since many solar installations are in remote locations, connectivity through phone calls may also not be an option.
Field service software helps solar businesses overcome these difficulties.
End-to-end automated workflows eliminate manual processes associated with work order management. A ticketing system allows managers to track work progression. They use the tracking functionality and real-time reports to track progress and intervene if needed.
Forms and checklists structure workflows. Managers can upload forms and checklists, and technicians can download them through mobile apps. For instance, the manager can create a safety checklist relevant to the work site. The technicians can follow it to ensure they follow all mandates and instructions. Such interventions streamline workflows and speed up job execution.
Dedicated communication channels enable real-time communication with remote technicians. The field service software works offline and syncs when back online.
Mobility empowers field service technicians and takes solar business efficiency to new levels.
Field service mobile apps linked to the cloud-based solar business software offer field service technicians:
Without mobility, technicians rely on phone calls, emails, or messaging apps for information. Information often gets distorted when communicated through unreliable or ad-hoc channels. Also, most businesses underestimate the time that synchronous communications consume.
Mobile apps keep everyone connected and ensure faster project execution. The time saved on non-value-adding tasks allows technicians to spend more time on service calls. Enterprise efficiency, asset use ratios, customer satisfaction, and employee morale all increase.
Read more: How can Field Service Mobile Apps Boost Field Technician Productivity?
Reporting is one of the most difficult tasks in field service. Technicians resent having to jot down field notes using pen and paper and create reports at the end of the day. The process is error-prone, as the technician makes mistakes or skips important data.
Worse, the time spent on such reporting comes at the cost of servicing clients.
Technicians lose out on their productivity, and the enterprise efficiency declines.
Field service software makes reporting easy. Technicians capture electronic data, including images, and generate custom reports. The mobile apps allow them to email the reports at any time. They no longer have to waste time preparing end-of-the-day reports. Managers get the latest information, which improves the quality of the decision-making.
Solar business software offers a single source of truth for everyone. Integrated data visualization tools present complex information in easy-to-understand charts and graphs. Managers use such insights to identify bottlenecks and decipher trends. They can make data-driven decisions to optimize operations.
One of the biggest issues facing field service is the lack of access to relevant information. A major reason is relevant data lying scattered over different silos across the enterprise network.
The best field service software integrates with other suites through APIs. Some vendors also offer native integration capabilities with popular third-party software. Seamless integrations streamline data transfers to improve efficiency and deliver better insights.
Integration with maps helps technicians plot the best route to the client’s location. Real-time GPS tracking reveals the technician’s location at any given time. The customer support team can give an accurate ETA to a waiting customer. Managers can intervene if there is a delay.
Integration with inventory optimizes scheduling and pre-empts stock-out situations. The work order specifies the inventory for the job. For instance, an installation job would need solar panels, racking equipment, wiring, and inverters. Demarcating such inventory to the work order prevents confusion. Integrated inventory also avoids rescheduling appointments due to a lack of adequate parts. Stock-out situations frustrate customers and damage brand reputation.
Another key integration is with accounting software such as Xero and QuickBooks. These integrations update systems and reduce clerical work.
One of the most impactful integrations with solar installation software is CRM.
Field service software allows customer reps to open support tickets whenever a customer requests. Integrated CRM identifies the customer and offers insights into the service history. Technicians can reach their work site equipped with complete information. They can answer any customer query and do the job without seeking clarification.
CRM integration also streamlines communication. Customers can schedule appointments, request service, or track progress through their customer portal.
Field service software optimizes service delivery.
The software integrates information and offers clear instructions to field technicians. Project managers can generate digital work orders with detailed project plans for installation projects.
Service and repair jobs also become streamlined. Consider a damaged solar panel. On receiving a service request, the software generates a ticket. The scheduler confirms parts availability, identifies the nearest technician, and schedules an appointment. Integrated maps guide the technician through the best routes. On arrival at the worksite, the technician uses the mobile app to capture photos of the damage and upload documentation. Timely reports keep the service manager and customers updated. The manager, who tracks work progress, intervenes when noticing any lag or delay. On work completion, the technician auto-generates the invoice and emails it to the customer.
Detailed instructions enable the solar installation team to complete the job on the first visit. This improves first-time fix ratios, an important efficiency metric, and customer satisfaction.
An ideal solar installation suite offers all the features for solar businesses. It ensures seamless operations, saves operational costs, speeds things up, and delights customers. Solar businesses can use this cloud-based field service management software to schedule jobs, streamline work order management, enable easy data collection and reporting, generate invoices, and do much more.
ReachOut helps solar businesses run efficiently by digitizing key processes like job scheduling, technician dispatching, generating estimates, invoices, reports, etc. The top features of ReachOut include:
Explore more about ReachOut and discover how it can enhance your solar business. Request a Free Demo today!
Liji is a passionate enthusiast in field service management, bringing a wealth of knowledge and enthusiasm to the industry. With a keen interest in optimizing service operations and improving field service efficiency, Liji is committed to sharing insights and best practices that empower businesses to excel in their service delivery.
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