By Elliott Kim, OverIT
The most effective approach to gain efficiency (and, by extension, reduce costs) is by enabling technician jobs to be performed more easily, faster, and with greater safety. In addition to the key aim of efficiency gain, empowering field technicians to better perform their jobs also reduces call center burden and imbues field service organizations’ customers with greater confidence in the company’s capability and aptitude.
To this end, the right tool can promote savings and enable generation of additional revenue. FSM organizations should evaluate solutions that include all required capabilities on the same platform — from scheduling and execution to virtual collaboration and graphical information systems. A unified platform reduces the IT effort necessary to implement and maintain the solution, versus using multiple third-party applications — one of many ways Field Service Management technology can improve customer experience while minimizing burdens on those providing the service.