How FSM Software Can Help Boost Your Company’s Growth

10/18/2019 / Field Service / Katia Loboda

Close up of office worker’s hands, referencing FSM platform on tablet and laptop computer.

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

According to an ROI study we conducted here at Astea, service leaders who aren’t investing in field service management (FSM) software could be missing out on a revenue opportunity of $205,335just in the first year of deployment.

To boost profitable growth, you’ll need to improve customer retention, attract new customers, and diversify service offerings to open new streams of revenue.

Traditionally, supporting this type of growth effort meant hiring more staff and buying more equipment, driving up overhead expenses. But, with the right FSM software, your FSO can achieve profitable growth without expanding long-term operating costs by:

  • Improving administrative efficiencies and eliminating manual tasks.
  • Leveraging real-time data to enable technicians to act with more precision and confidence.
  • Personalizing service delivery through greater customer insights and digital engagement.

Improve Administrative Efficiency

Faster, More Accurate Billing

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

Software can eliminate the delays and errors associated with handling paper work orders and invoices.

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

Reduction in Administrative Costs

Digitally processed workflows save you both time and money. Aberdeen’s research cited in Astea’s CFO Guide to FSM Software finds that the elimination of paper processes can reduce administrative work hours by up to 15% on average.

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

Automated dispatch and service scheduling also help FSOs reduce response times while cutting travel and labor costs. Alliance’s service scheduling software, for example, uses demand forecasting technology, technician profiling, and real-time traffic data to improve workforce dispatch and routing.

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

Boost Technician Productivity with Mobile Technology

According to Aberdeen Group Data, technicians can complete 8% more work orders annually with the help of field service mobile solutions.

Purpose-built FSM mobile apps create digital workflows for field staff, removing time spent fumbling about with paperwork. Mobile apps built for technicians allow field staff to reference job notes, customer histories, review checklists, and send customer updates.

With more effective use of time, field staff can complete more work to boost revenue and drive down labor and overtime costs.

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

Proactive Maintenance Through Data Insights

With up-to-date field data and analytics available on your FSM platform, you can proactively schedule technicians to perform preventive maintenance, avoiding costly emergency repairs and schedule disruptions.

Furthermore, you can share equipment performance insights with customers so they can make informed decisions about retiring assets, upgrading equipment, and avoid redundant purchases. Not only will this help your customers maximize asset uptime, but it also greatly enhances the value of service you deliver.

Personalize the Customer Experience

By definition, customer relationship management entails learning more about the people you do business with and creating low effort, pleasant experiences for them.

Smiling female engineer uses a tablet to check FSM software during a service call. Astea’s Alliance Enterprise includes built-in customer retention solutions such as:

  • Warranty management
  • Client self-service portals
  • Multi-channel communication

With contract and warranty management tools, 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 using one accessible platform to host contract documentation, all staff will have access to the same information, empowering them to professionally serve the customer.

Alliance customer portals enable clients to more actively participate in their own service experience. Via the customer online portal and mobile app, they can view their service history, schedule maintenance, order parts, or make payments.

Finally, FSOs need to be able to meet customers’ high communication expectations. They should be able to tell customers what the status of their service request is, when they will be serviced, which technician is arriving, and more. Alliance Enterprise has tools for communication via chat, text, call, and email. Plus, with the Uber-like mobile app, clients can track their technician’s whereabouts and receive live job updates.

Make Calculated Improvements with FSM Software

With the benefits of FSM software, you can gain end-to-end visibility of your operations to eliminate inefficiencies, empower your staff with information and digital tools, and provide a value-added experience to customers. Superior service is the key to cultivating customer loyalty, earning new business, and ultimately increasing customer lifetime value.

Stop running your business off of intuition and make calculated improvements with the help of a field service management solution.

Want to learn how field service management software can benefit your company? Download the full Astea whitepaper CFO’s Guide to Field Service Management Software.

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