Does Employee Tracking Software Improve Field Service Management?

Good field service management boosts customer retention by 48%! Explore how employee tracking software improves field service management across industries.

Managing field operations can be tricky, especially with complex hybrid workflows. But if your business relies on field services, finding an efficient way to streamline operations is a must.
That’s where field employee tracking software comes in! It helps you monitor your workforce, boost productivity, and enhance service quality.
Curious about how it works? You’re in the right place! This blog breaks down how employee tracking software can transform your field service management. Let’s dive in!

What is Field Service Management?

Field service management offers services to clients to address certain issues. For example, offering after-sales services after selling electronic appliances. This even includes offering HVAC maintenance services.
The management part includes how well you align your resources and optimise employee schedules. Streamlining management is needed because it helps the technicians deliver on-time services. Proper management of field services also increases first-time fix rates.
With the help of field service management software, the process is automated. Through the platform –

• Technicians will receive their tasks on the app
• They will be able to mark attendance on the go
• Managers will gain complete visibility of tasks
• And a lot more…

The capabilities of the software are more than enough to help overcome the challenges discussed below.

Challenges Managers Face in Field Service Management

Managing a field service team is tough. But it gets even trickier when the team is always on the move. In field service management, the stakes are even higher—your company’s reputation depends on how well your executives perform!
As a manager, you’re constantly looking for ways to solve challenges. Here are some questions managers have to answer.

1. Who to Assign Tasks To?

A customer raises a ticket and the manager forms a task. However, what to do now? Who should the manager assign the task to? This is a paramount question because a couple of factors go into this decision-making:

• Each executive’s strengths and weaknesses
• Executives’ availability according to tasks at hand
• Each eligible executive’s location
• The task’s urgency and sensitivity

No matter the size of the team, analysing and managing employees and their data is tough. Planning and assigning tasks to them is even tougher. However, field employee tracking software can improve field service management. This is because it offers enhanced visibility into every aspect of the operation. Thus helping with task management and job scheduling.

2. Are All Executives Really at Work?

Managers are often left wondering if the remote technicians are really at work. The only way to verify is through calling them. However, this does not guarantee authentic information. Chances of idling, time theft, and buddy punching remain high.
Using employee tracking software in field service can be a solution. It comes with features that will make attendance foolproof. This will guarantee the authentic and automatic timesheet of field technicians.

3. Has the Executive Reached the Task Site?

Another challenge managers face is guaranteeing that the technician is at the site. Doing so over the phone is not efficient enough. The manager will get clarity over their location and task status with real-time tracking through field service management software.

This clarity is very much required to –

• Plan and allocate tasks
• Optimally allocate resources
• Gain accountability

4. Did Technicians Do Their Work Properly?

What is the guarantee that field service technicians are performing their tasks with maximum productivity? Or are using their HVAC tools properly? After all the company’s reputation and goodwill is at stake. Moreover, managers have to ensure –

• That all KPIs are being met.
• First time fix rate is being maintained.
• Tickets are being closed fast.

The only way to figure this out is by getting honest customer feedback. Also, the productivity reports of each technician will help. The software offers 50+ reports like target vs achievement, distance traveled reports, service task timeline, and location.

This is How Employee Tracking Software Improves Field Service Management

Field force management software is specially built to manage and excel service tasks.
Here is how.

1. Task Management

With ease, you can add and check the service tasks of each technician. You can even see the task’s timeline and location. It streamlines task delegation and progress tracking. With such real-time task tracking, managers gain visibility into operations and thus, better optimise their resource allocation.
Moreover, you can allocate tasks according to –

• Technicians’ current location
• Technicians’ bandwidth
• Technicians’ skillset

This becomes vital in ensuring that the task is assigned to the expert, which is vital for winning over customers.

2. Geo-verified Attendance

To eliminate the challenge of faulty attendance, you can do it with a geo-coded attendance feature. It ensures that technicians mark their attendance only when they reach the first task location. Additionally, it ensures agents are showing up duly on service sites.
Visual verification is another feature of the attendance management system. This is where technicians have to upload a live picture. It is marked with real-time dates and coordinates. Also, you get automated and error-free timesheets.

3. Live Location & Routes Tracking

Real time tracking of service technicians automates tracking. Location and task tracking gets automated. Chances of discrepancy are reduced. Also, this level of visibility helps to ensure that tickets get closed faster than ever. TAT is also reduced.

4. ChatBox for Easy Communication

To close the ticket quickly, it is essential to coordinate with the back office. To help with that, you get a chatbox. Technicians can share doubts, queries,  and documents. This way, they can get better clarity of after-sales tasks.

5. Custom Field and Forms

Field force management software offers custom forms that can be edited according to the requirement. Employees don’t have to carry an account stack of papers. This is a great tool when it comes to streamlining market surveys.

Further, these documents are stored in the cloud. This helps employees gain remote access. Technicians can collect feedback, customer data, and happiness codes on the go.

6. Insightful Reports and Dashboards

50+ reports, analytical, and activity dashboards are enough to provide you with enough data that will help you improve your field services. You can track your employee activities in real-time and find areas of improvement.
You can even spot reasons as to why there are delays in services or task completions.

Make Your Field Services Simpler With TrackoField

The best way to have your products and services do well is through optimising field service management. It could be sales or HVAC field service. After all, if you are able to help customers through the issues they face, they are likely to stick to your brand, right? So, why not invest in the right employee tracking software?
To make after-sales services as smooth and breezy as possible, look into TrackoField. With our robust and scalable field force management software, there are hardly any field task-related issues that you will not be able to tackle!

Frequently Asked Questions

• What is field employee tracking software, and how does it work?

  Field employee tracking software monitors the real-time location, tasks, and performance of remote employees using GPS technology and mobile applications.

• Does field service management software improve customer satisfaction?

  Yes, with timely updates, accurate ETAs, and improved service efficiency, customer satisfaction increases significantly.