How the Biggest Field Service Companies Manage Their Back-Office and In-the-Field Operations

Featured article by Sarah Morris, Independent Technology Author

Each field service business is unique; however, considering its best practices can help make the operations more effective for the company. Today, field services are becoming more in-demand and technology-driven than it was before. Managing in-the-field and back-office operations well are important for each company, and each field service business should know the best practices needed for their business to thrive.

What Are Field Services?

Field services refer to companies who manage the installation and repairs of equipment and systems. Some examples are technicians who will need to install cables or run telephone lines into establishments in telecommunication companies. Other examples are technicians who have the expertise and equipment to investigate commercial and industrial environments that are in the heating, ventilation, and air conditioning (HVAC) industry.

Here are some of the strategies that they implement to manage their back-office and in-field operations:

1. They use field service software.

Field service management software, such as WorkWave, is a cloud-based platform that takes control of a company’s operations and helps to reach their KPIs or Key Performance Indicators. For many service companies, field management software can help them manage and optimize their activities. It’s mainly used by companies that produce industrial products that need on-site services like maintenance of equipment, repairs, etc. This is also used by managers to assign workers on the field and monitor their performance. Employees will use it to find information regarding their tasks.

2. They secure information and visibility of data.

Data visibility is when a company limits and controls the access of particular records based on certain criteria such as an employee’s designation in the company. For instance, people in the finance department will have access to financial records, but not records coming from other departments of the company. These data can also be controlled based on where the employee falls within the company’s hierarchy, whether they are on the level of executives, middle managers, or rank-and-file staff.

Field service companies set up data between different operating entities so that the most relevant data will only be shown to the people who should have access to them.

3. They monitor their inventory.

In order to understand where the supply chain process needs to improve, one must also understand all the details behind each process, from the inventory, the manufacturer, to wholesale, as well as how to move a product from storage to consumption. Field service companies generally use a field service management system to streamline those details. The system will help them to capture each inventory item used in their business.

4. Manage all the assets.

Managing assets such as heavy equipment are critical, similar to managing people. A field service company differentiates the types of assets that they own and have installed in a customer’s location. Keeping a history of these assets, as well as usage-based maintenance reports will advise the team if there’s a need for a service, and if some equipment needs checking and monitoring.

5. They respect loyal customers.

Vendors search for many ways to make their products “memorable.” In the marketplace with a lot of choices, loyal customers can be rare to find. Respecting loyal customers, therefore, is one way that field service companies manage their in-the-field operations. Without this, their services will likely not be patronized no matter how high their quality might be. The most trusted brand advocates are repeat customers who make a direct impact on a company’s bottom line. Understanding and appreciating the value of a loyal customer will cost less, as well as present upselling and cross-selling opportunities.

6. They set up correct hours of operations.

Setting up hours of operation, including both working and holiday time, is a critical component of field service. Ensuring jobs that are scheduled when they can be serviced by confirming a worker’s availability in the employee calendar is important to keep everything functioning and completed on time.

7. They track effective marketing campaigns.

As advertisements proliferate on both mainstream media and social media, consumers can be overwhelmed with choices. Therefore, successful field service companies take advantage of targeted marketing through data that data that’s constantly collected and available. Tracking and managing the effectiveness of the advertisements and marketing campaigns will determine if a company will attract a new client.

8. They combine with existing systems.

Combining with existing systems can boost a field service company’s performance. Some standalone software can be used on their own, while others support business processes. Real benefits can be achieved when multiple systems can communicate with each other. A well-based platform provides a pure view of operations by combining data across systems.

Final Thoughts

There are a lot of strategies that back-office and in-field operations are implementing. Hopefully, these strategies can help you think about what to use for your business. You just need to update and track the efficiency or number of customers for your monthly operations to know if your company strategies are effective for your business.