For organizations that are managing multiple larger facilities and properties, field service management (FSM) software is becoming more essential as a complement to existing CRM, ERP and customer service ticketing solutions. With dozens or hundreds of field service employees both onsite and remote, FSM software that integrates with existing solutions is helping boost productivity, shorten the service cycle, streamline operations and cut costs – from scheduling to route optimization to saving money on gas and materials.
However, technology isn’t just about pushing workers to do more based solely on a short-term profit motive – it’s about happier employees (and customers).
Attracting, Retaining Talent
As with many industries, field service organizations are facing the effects of the post-pandemic labor shortage. These companies are scrambling to not only optimize existing resources but find new ways to attract and retain talent – especially as required skill sets shift and more advanced technology requires more specialized training. Members of GenZ that entered the workforce during or after COVID are more interested in positions that allow for flexible hybrid work.
The field services industry should not be considered an exception to this reality. Technology like IoT is making it possible for facilities management teams to adopt hybrid work models that may be a factor in attracting the next generation of talent. Aside from the hybrid work factor, these new innovations are upleveling perceptions of the industry and providing highly lucrative careers for engineers and technicians that are skilled at installing, diagnosing, and servicing sophisticated systems for commercial and residential properties.
However, the bifurcation of onsite and remote service engineers and technicians into hybrid teams also creates challenges. Technology like FSM software is enabling these teams to better communicate and collaborate with each other from the field or remote office. Better team dynamics and digital processes that automate mundane manual tasks don’t just improve productivity and the bottom line, they increase employee satisfaction, which leads to greater talent retention.
Employee productivity and satisfaction is essential, but what is the end goal of all of this? Better customer experiences!
It’s All About The Customer: Driving Long-Term Loyalty And Value
There is a strong correlation between positive employee experience and customer experience. MIT research cited in a CMS article showed “a strong emphasis on employee experience (EX) results in significant business improvements, such as doubling the levels of innovation, customer satisfaction and achieving 25% greater profitability.” Tech that automates processes, makes work easier, and enables teams to operate in a hybrid model, does boost the bottom line short term. However, the larger benefit of delivering employees a modern experience is increased customer satisfaction, customer loyalty, referrals, and repeat business.
Modern experiences require modern technology. The innovations in smart building and facilities management software enable and empower hybrid teams in the industry. IoT, predictive analytics, remote diagnostic assistance and support, no-code workflows, intelligent automation, and even on site visits when needed are enabling facilities management executives to provide their workforce and customers with the most modern, on-demand, personalized experiences. Experiences that build loyalty and further future proof their business.
Anand Subbaraj is the CEO of Zuper, provider of the most powerful field services management solution available today with flexible and customizable workflows, best-in-class reporting and analytics and white-glove services and support. Anand is a seasoned product leader with over 17 years of experience in the technology industry and 13 years at Microsoft, specializing in the areas of Big Data, Business Intelligence and Analytics, Cloud Computing, Digital Transformation, and SaaS.