In fast-paced field service environments, the search is on for ever more effective solutions to manage strategic business areas. Each change in your organization requires thorough preparation and solid foundations. Therefore, you might be exposed to certain field service management software implementation mistakes that may lead to time-consuming procedures, re-evaluation of initial assumptions and increasing frustration.
In field service management, getting the improvements right will allow your organization to grow and be more competitive. It’s time for you to understand your weaknesses and draw lessons from the past in order to take your overall performance to the next level.
Field service management is not a new concept. Many companies have already contributed to the creation of new strategies and the adaptation of new approaches in response to common problems. Below, we present a few examples of the most common field service management system implementation mistakes, and how to avoid them.
1. Not being self-critical
Do not try to transplant your traditional business solutions to the digital sphere. Field service management tools have been invented to show you more possibilities, organize your work, improve your KPIs and SLAs, and control your business. Think of the advantages that this can bring, rather than seeking ways to transfer your previous solutions indiscriminately. Otherwise, you will keep working in the same way but with a new system.
Lean on analytics and business advisors when preparing for the change. Involve employees from different departments to gather ideas, and ask your field management solution provider for advice.
2. Underestimating the power of automation
Why are you here? To automate your processes. The aim of field service management system implementation is to reduce the involvement of your resources in daily task distribution. When workers do not have the access to a centralized system, there is a danger they will end up flailing around in the dark. Even if you have gained a certain level of expertise, do not let yourself rest on your laurels. Keep in mind that a well-managed company has to develop, and that your automation rules need to be more precise and advanced, so that they are ready to face more challenges and everyday choices. Implementation needs to bring effectiveness and flexibility that can be obtained through automation.
3. Forgetting about your customers
One may assume that field service management software is designed only to manage your business processes. Nothing could be further from the truth. You must remember that strengthening relationships with customers is a key factor that improves your business performance. Do not leave customers in the dark. When implementing your field service management solution, create a dedicated space where your customers can receive guidance about your actions and feel that they are important to you. For example, a customer portal is an essential element of your mutual interactions. Customers may easily monitor their orders, cancel or reschedule meetings, give feedback, download invoices and much more. All this is possible without involving additional resources dedicated to customer support.
4. The art of listening
User experience – does this phrase ring a bell? This concept is as broad as your imagination. Each part of the process should bring satisfaction to you and your customers. With this in mind, it’s important to ensure that your field service management strategy is analyzed thoroughly before implementation. This will allow you to get rid of unnecessary steps in the process, redesign strategies, redefine your goals and make everything work smoothly for your customers and your employees (yes, their comfort matters too).
5. Digitizing blindly (or not at all)
Paperwork is out of date. Organizations no longer want to invest in processes that require physical storage space for big piles of documentation or a high level of employee involvement in every single activity. When implementing your field service management software, don’t simply transfer work processes blindly or unquestioningly. Rather, try to identify weak points related to bureaucracy, and adjust your tool to meet your needs. In that way, you will get rid of the paper to the maximum extent possible.
6. Losing track of trends
Companies that specialize in field service management solutions have to watch the market constantly and create their own road maps. During implementation, make sure that you are familiar with prevailing trends, and be certain to make the effort to visualize their implementation in your organization. Sometimes, you might not even be aware of the benefits they can bring. Be open to the suggestions of your field service management provider, and try to adapt a future-oriented approach before it’s too late.
7. Not accepting the limits
Unfortunately, there is no genie to fulfill your wishes on command. The sooner you accept this, the better for your organization and the faster your transformation can progress. When implementing field service management software, you may have lots of ideas and requirements, but it’s important to remember that lowering the bar does not necessarily mean settling for second best. You need to discuss the potential and the possibilities of the features available in order to identify how you can use them in your business. Compromises are not only required, they are also good for you, especially if the result is a solution that is highly accessible, even if it is based on a concept slightly different from the original. Remember that no system starts out as the perfect fit for you, so allowing a little flexibility will save you a lot of time and money in the personalization stakes.
8. Wasting your data
The core of your business lies in performance analysis and the number and type of data elements derived daily from the complexity of your orders and tasks. Do not let your data go to waste. Check what opportunities your field service management system could offer, and select the right reporting tools to increase your performance and identify recurring problems.
9. Lack of preparation
If your plans regarding new field service management strategies are not communicated effectively, you might have problems from the very start as you try to convince employees about the wisdom of your changes. Make sure that you will have enough time to train your employees and gather their feedback before the final launch. The best way is to nominate a few employees to become “expert users" of your field service management system and, at the same time, will assist your current and future employees with their queries. In other words, train the trainer.
10. Failing to play the long game
Long-term thinking is not a cliché. You will not be able to develop your business without improving your quality. Remember that an employee ticking off a task on their schedule does not mean that the job is fully done. Quality and customer satisfaction should be trademarks of every organization, including yours. Use your field service management solution to analyze and improve customer satisfaction and experience. Ask customers to fill out a survey, analyze the information they give you, and come back to your employees with the feedback.
FSM software is a great tool that gives you an opportunity to increase your profits, gain comprehensive control and win the trust of your customers by taking care of them on every step of their journey with you. Accept the challenges and avoid these field service management implementation mistakes, in order to lead your organization swiftly and painlessly through the transition process.