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5 tips to get your technicians hooked on your mobile service app

Kieran Le Peron
January 25, 2018
6 min. read

Every day, your field service technicians face challenges while they’re on the move. Sometimes, they can’t reach a customer. Other times, they don’t have the right information, tools, or equipment to fix the customer’s problem. A software-as-a-service (SaaS) field service management solution and app for service technicians simplify life for your teams in the field and office. However, to get the most from your field service management solution, you must ensure that they use the field technician mobile app while they’re in the field. Here are five tips to get technicians hooked on using the field service technician app.

1. Involve technicians from the beginning

Adopting field service technician management software that helps technicians work more efficiently in the field is a big change for your teams. To ensure that technicians make the best possible use of the new software, you must properly prepare them for the upcoming changes in their work.

Start talking right away

To help your technicians become comfortable using a field technician mobile app in the field, talk to them about the idea as soon as you begin your search for field service management software. Ask them what features they would like it to provide, what information they would like to access, and how they would like to start using the mobile app. Taking this approach helps ensure you choose a solution that fits the needs of all technicians — those with extensive experience in the field, those who are new to the job and those who are already comfortable using field service technician apps.

Train your team leaders

Technicians are far more likely to adopt a mobile service technician app if they know how to use it. Make sure team leaders are fully trained in the new application to help other team members learn how to make the most of its features. Also, through field service management training, your team would be right on track, following best practices to stay sharp and effective.

2. Tell technicians about the benefits they will enjoy

Once you’ve completed the preparation stage, tell technicians about all of the benefits the field technician mobile app will bring to their daily lives.

Digital life is much easier to manage

With anytime, anywhere access to all of the information they need on their smartphone or tablet, technicians can become more responsive, productive and efficient. For example, they can:  

  • Manage their schedule using field technician scheduling software
  • See work order details
  • Figure out which parts and materials they’re likely to need
  • View the work history for the equipment that needs service
  • Send and consult electronic field service reports customer signature

The move to a paperless work environment also means that documents can’t be lost. And because technicians use a customized form to update their progress in real time, data entry errors and information loss are far less likely due to the efficiency of field technician dispatch software.

Travel routes are optimized

With a mobile app and the field service GPS tracking capabilities in their vehicles, field technicians can quickly see their itineraries and details about current traffic conditions to keep travel times minimal. The SmartScheduler software from Praxedo lets dispatchers plan the ideal travel routes for technicians. The Smart Scheduler automatically optimizes technician routes using metaheuristic algorithms that avoid unnecessary trips back to the service center and incorporate field service route optimization.

3. Get the right information into technicians’ hands

According to an Aberdeen Group study called “Field Service 2014: Access to the right information empowers a results-driven workforce”, leading field service management companies understand the importance of sharing information in real time and constantly update their databases for technicians. As a result, they are more flexible and responsive.  

Communicate to increase productivity

Using the field technician mobile app, technicians can easily access all of the information they need with just a few clicks on their smartphone or tablet. SOAP API Web Services make integrating your field service mobile app with your enterprise resource planning (ERP) or information system easy to get the right information flowing between the right people in your organization in real time. Integrating mobile software for field service ensures that data is always up-to-date and accessible. 

Share knowledge to improve performance

There are two main ways that using a mobile app to share information helps technicians perform better in the field and build their skillset. They can: Exchange advice and knowledge with other technicians about the best ways to service similar types of equipment Get fast and easy access to information about how to fix common problems

4. Reduce stress and uncertainty

Technicians work best when they can focus on their work and are not distracted by problems or difficulties that increase their stress levels. A field service mobile app helps ensure that technicians are always at their best.

Give teams reliable access to information

Technicians need reliable instant access to information no matter where they work — even in a basement or an area without internet coverage. The field technician mobile app from Praxedo gives technicians continuous access to information, whether online or offline.

Get the right people involved in emergencies

Emergency situations can put a lot of pressure on technicians, especially if they’re forced to work out of their depth. Field technician dispatch software that shows technician locations allows dispatchers to instantly identify the closest available technician with the right skill set, streamlining the management of emergency situations using field service technician management software.

Protect teams in case of dispute

Field service technician management software that supports location and time-stamped photos of service results helps prevent customer misunderstandings about what work was done, when, and where. Technicians and customers have proof that the work was properly completed.

5. Empower technicians

Technicians with access to a reliable field service technician app and updated real-time information can operate more autonomously and efficiently. With the Praxedo mobile field service app, technicians in the field can even add service calls to their schedules based on their location and availability by using their mobile devices.

Choose a solution technicians want to use

Making sure you choose a field service management application that your technicians like using requires some effort on your part. But it will simplify your processes and provide easier access to information to reduce stress and empower technicians so they can work more productively.    

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