No matter how much technology has changed or what kind of facility maintenance software solution you decide to use, one thing when it comes to field service that hasn’t changed with the growing adaptation of technologies – you need to embrace your customers to succeed.
Think about all those commercials you see on television about financial planning and preparing for your future retirement. Invest now and live happy later. They make it sound so simple. Obviously the more you save and put into retirement plans, the better off you will be once you reach that golden age.
When you think of any type of HVAC field service call that requires a technician to come to a job site, one thing always remains constant; the technician must drive to the site.
The weather is changing and air conditioners are going to be turned off soon to be replaced by furnaces. And to ensure a furnace is running at peak efficiency, a visit by an HVAC technician for a regular maintenance schedule is needed.
Field service automation can mean many different things, but in most cases, we think of something happening automatically after being prompted to do so, without human intervention. In most cases, we think of the Internet of Things technology, where sensors detect a problem in a piece of equipment and send a notification that a service call needs to complete.
Field service software can do a lot of things, but one thing it can’t replace is your technician’s interaction with customers. Through the Internet of Things technology, preventative maintenance schedules, and past repair history, technician’s can learn a lot about an upcoming job before they get to the job site. But often first-hand information from the customer is what really will decide what needs to be addressed. With your technicians, often being the face of the organization, they are who customers see every day, dealing with growing escalations and concerns, and are walking into a customer’s space not fully knowing the situation at hand. So, while no field service application can speak to a customer directly, it can be a helpful tool to your technicians to bring a service call to a quick resolution, while keeping your customers satisfied.