Managing field services in the heating, ventilation, air conditioning and refrigeration industries is extremely important and highly challenging. HVAC industries can be very demanding with high expectations of those providing service and support. Field Service Management Software provides the tools required today to meet these growing needs and demands.
Here are some of the key areas in which HVAC businesses are benefiting from the use of Field Service Management Software.
Efficient Resource Allocation
Scheduling and dispatching the right field service personnel is a critical aspect of HVAC industry support. This can be particularly challenging during peak demand periods such as the winter months when heating systems are required to be continuously operational.
And resources are not limited to the field service personnel, they also include their transportation along with the spare parts they need to successfully deal with HVAC service calls.
HVAC field service management software can ensure that service calls are assigned to the most appropriate personnel. GPS can be used to identify technicians who are located close to the client’s site, minimising the time it takes to get someone there. The software can also track and monitor the locations and stock levels of spare parts, ensuring technicians arrive on site equipped with exactly what’s needed to effect the required fixes.
Improved Customer Satisfaction
Responsivity is a key factor influencing customer satisfaction. Getting the right technicians onto a customer’s site quickly, in response to a customer call, creates a great impression. If those technicians then resolve the customer’s issue efficiently, effectively and speedily then the customer’s satisfaction level will be very positive.
Accurate Centralised Customer Records
Using a centralised software based field service management system ensures that all customer details and records are in one place. These should include all customer contacts along with their addresses and contact details, securely stored as required. All customer calls will be logged to the system and field service personnel can update details in real time, ensuring accuracy and minimising the risk of errors. Customers can even electronically sign-off jobs when they have been satisfactorily completed.
A centralised system means that all field service personnel can familiarise themselves with a customer’s service history which will aid the resolution of customer calls. Service level agreements, contracts, manuals and other documentation supplied to the customer can also be logged to the system to ensure that field service personnel have all the information they need.
A centralised HVAC field service management system will gather a lot of valuable data which can be made available to those who need it. This data can be presented via customised reports showing important metrics in appropriate, actionable formats to help managers make the right business decisions. Another important aspect of HVAC field service management software reporting is that reports are available immediately. There is no need to wait weeks for data to be processed, analysed and compiled into manually created reports. The software can provide the required reports, in custom formats, immediately.
Quote Provision and Management
Field service personnel are very much in front line sales roles these days. HVAC field service management software can provide them with the tools needed to instantly create quotes in the field. Field service people can be trained in sales techniques and look for opportunities to upsell additional products and services. Quotes can be created within the software which will then track their progress and status.
Invoice Tracking and Management
Cash-flow is an essential aspect of every business and losing track of unpaid invoices can be a significant issue. A centralised HVAC field service management system enables customer invoices to be created, tracked and chased when necessary. Invoices can be created individually or in batches and will often integrate directly with standard office accounting software for seamless accounting.
It should be clear that HVAC businesses engaged in providing field service should be using appropriate Field Service Management Software which saves them money and helps and ensure a high level of customer satisfaction.