By Brian Albright, Field Technologies
A new communications platform has contributed to a 50 percent improvement in employee engagement and a 37 percent reduction in time to service.
Many field service companies are using technology to automate and improve scheduling, routing, work order management, labor reporting, and other operations — but often fall short when it comes to basic communication and collaboration. In many cases, they rely on a mix of email, text messages, phone calls, or consumer messaging apps for communication between managers and technicians or among the technicians themselves. While these systems do facilitate communication, there are some drawbacks. They can be difficult to manage, they provide little to no visibility or verification that messages were received, and they leave a significant chunk of valuable knowledge management information trapped in disparate messaging programs.