Service technicians are the bridge between their company and the customer. They are the ones in the field each day performing a variety of services for customers. However, they often face challenges that make them ill-equipped for a job, including scheduling conflicts, insufficient information, and incremental customer requests.
Field Service Management software helps with three common challenges faced by service technicians
Service technicians often struggle with double booked appointments and incorrect address information. ExpandIT’s Mobile Client provides them with quick access to relevant real-time information including their work schedule. No more paper schedules or visits to the office to look at the scheduling board, their schedule is accessible immediately on their mobile device. This allows them to efficiently organize their time. It ensures that they get to the right job with the right tools and right information.
Far to often service technicians arrive at a jobsite underprepared. Job information and details have changed, but have not been communicated to the technician.
Service technicians often meet customers during their visit to a jobsite. When this occurs, customers typically have questions for the technician, such as job status, invoices about previous jobs, requesting additional services, and more. However, technicians often do not have the answer to these inquiries, at least not immediately. ExpandIT Field Service Management software enables service technicians to answer some customer questions while they are on site. For the inquiries technicians are not able to answer immediately, such as viewing past invoices, technicians can direct customers to the ExpandIT Service Portal where customers have access to other services.