How Service Management Software Benefits Your Company’s Growth

5/28/2019 / Field Service / Katia Loboda

The Right Field Service Management Solution Yields Long-Term, Recurring ROI.

As the field service industry becomes more competitive, field service organizations (FSOs) like yours must create profitable revenue growth. To achieve it, you have to boost customer retention, attract new customers, and/or offer new products and services.

Traditionally, supporting this type of growth meant hiring more staff and buying more equipment, driving up overhead expenses. But the benefits of field service management (FSM) software mean you can achieve profitable growth without bloated long-term operating costs.

With the right field service software in place, your FSO can grow top-line revenue and deliver more valuable service by:

  • Improving administrative efficiencies and eliminating manual tasks
  • Bringing real-time data to the field, which allows technicians to act with more precision and confidence
  • Personalizing service delivery through greater digital engagement with customers

According to an ROI study we conducted here at Astea, we found service leaders who aren’t investing in FSM software could be missing out on an average revenue opportunity of $205,335 in the first year of deployment. This post will show you how the right FSM software can help you realize that opportunity instead.

Improve Administrative Efficiency

“With Astea Alliance, the processes are streamlined and we have cut manual tasks and follow-ups by at least 95%.” – Astea customer

Faster, More Accurate Billing

With its automation and efficiency capabilities, a proper FSM tool can make a significant impact on your speed of operations and cash flow.

It can eliminate delays associated with handling paper work orders and invoices.

Technicians can collect customer payments with integrated mobile applications immediately after completing a service call, significantly reducing your service-to-payment timelines.

“Alliance makes sure that all billable hours and materials are billed, while contract covered activities and materials aren’t.” – Astea customer

Reduction in Administrative Costs

Digitally processed workflows save you both time and money.

benefits of service management software

Office staff can easily complete work orders with auto-populating fields and drop-down menus, reducing errors and time spent on unproductive tasks.

Automated dispatch and scheduling also help FSOs reduce response time and cut travel and labor costs. Astea’s dispatch scheduling engine, for example, uses demand forecasting technology and real-time traffic data to improve workforce routing and distribution. As a result, you maximize your scheduling efficiency and can better meet your Service Level Agreement (SLA) commitments.

By automating these tasks and others, you can achieve faster, more efficient turnaround time from service request to service completion. In fact, Astea’s whitepaper, “CFO’s Guide to FSM Software,” cites research from Aberdeen finding the elimination of paper processes can reduce administrative work hours up to 15% on average.

To learn more about cutting costs with FSM software, download the complete whitepaper here.

Empower Technicians With Data and Mobile Technology

Technician Productivity

In the whitepaper, you will also learn field staff can complete upwards of 8% more work orders annually with the help of field service mobile solutions designed for technicians.

Strong FSM mobile apps allow your techs to complete paperwork, review job checklists, and send customer updates through mobile devices.

With the time they save, field staff can complete more work orders, increasing productivity and driving down your overtime costs.

Astea customer Ricoh increased field productivity by 15%, and customer APi Group increased field productivity by 25%.

Proactive Maintenance Through Data

When you use FSM software to give employees a complete view of each customer, your staff can bring increased productivity and cost savings to your organization.

For example, with an up-to-date view of asset performance and service histories, you can proactively schedule technicians to perform preventive maintenance, avoiding future emergency repairs and schedule disruptions.

Furthermore, by keeping customers up to date about their equipment’s life cycle, they can make smart judgment calls to retire or upgrade an asset before it fails, which saves your company even more time and can generate even more revenue.

Personalize the Customer Experience

By definition, customer relationship management includes learning more about the people you do business with and reducing the effort they need to put in to have a positive service experience.

To improve service experiences, Astea’s Alliance Enterprise includes such built-in customer retention solutions as warranty management and client self-service portals.

With contract and warranty management software, FSOs can personalize service delivery with user-defined pricing, service levels, and billing cycles. Customizable contract templates allow your back-office team to quickly draw up or edit contracts for new and existing clients. In addition, by hosting contract documentation and tracking on an accessible platform, your staff will be able to offer clients a more personal, professional experience.

A robust field service management solution also enables customers to participate more directly in their service experience. Using customer portals and mobile applications, customers should be able to view their service history, schedule their own maintenance, and interact directly with your office staff and technicians.

This level of service makes the service process more transparent to your customers, and puts more control of the experience into their hands.

It also means your customers are more likely to keep coming back!

“Before we had Astea Alliance, we ran the business mainly through intuition and either provided more service than the customer paid for or not enough because of communication issues. Now, thanks to Alliance, the Services division has become Instron’s most profitable business unit.” – John Durkin, Business Unit Manager – Americas Service, Instron

Want to find out more about the benefits of field service management software? Click here to download the full Astea whitepaper “CFO’s Guide to Field Service Management Software” and discover how the right FSM solution can help your organization:

  • Achieve faster, more accurate billing
  • Increase customer retention rate by over 11%
  • Customize service delivery and communication
  • Increase technician productivity
  • Reduce administrative and inventory costs
  • Increase field productivity by 25%

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