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What Features Do IT Technicians Look for in a Field Service Management Platform?

What Features Do IT Technicians Look for in a Field Service Management Platform?

A field service management (FSM) platform is an important piece of software to have for your team, especially when you’re leveraging a contingent workforce. A good FSM platform ensures that everyone is on the same page and automates many tasks so your team can focus on bigger global IT projects that need their specific attention.

If you choose the right FSM platform, it can also improve morale on your team. Yes, your field technicians probably don’t enjoy having to sort through paperwork, remember to take it with them, and then fill it out once they get back to the office after the project is over. You can get your technicians on board and excited with your FSM platform, and you should make sure it has the features they want and need the most.

6 Features Your IT Technicians Need in a Field Service Management Platform 

1. Communication

One of the major benefits of a platform like this is it allows for easy, consistent communication among team members. Whether technicians are in the field or in the office, they can use this program to easily reach out to clients, vendors, and even other technicians. This means everyone will be on the same page and technicians will be ready and able to serve your customers to the fullest.

2. Easy Access to Customer Information

It can be frustrating for technicians to arrive at a job only to realize they don’t have all the information about a particular customer. They might ask the customer a question they already answered for someone in your office. With a high-quality FSM platform, technicians can see all of the data related to a particular customer or project before they even knock on the door, which makes their job easier.

3. Be More Efficient

FSM platforms give your team the tools they need to be more efficient. If any schedule changes occur, technicians will know immediately, and they can make any adjustments to their plans to continue to provide exceptional service for your customers. When last-minute jobs arise, the FSM platform also allows you to find the closest technician in the field so your customer can get the support they need.  

4. Accurate Travel Tools

Route optimization is available in many FSM platforms and will guide technicians on the fastest path between projects. Platforms can also include artificial intelligence that tell technicians how long it will take to get to each appointment so they can provide accurate estimates to your customers. Finally, many platforms include real-time notifications so team members can easily see any schedule changes, rather than needing to open their email or check their voicemail.

5. User-Friendly Interface

Good FSM platforms come with an intuitive app interface. That’s definitely something technicians will want to see. They likely don’t want to add “learn new software” to their to-do list. With an easy-to-use app, your technicians will be on board with the new platform and eager to use it in the field.

6. Easy Data Collection

Paperwork and documentation are probably the least exciting parts of technicians’ jobs. The right field service management platform can help with that. FSM platforms come with some kind of simple data collection process, whether that’s taking a photo, automatically tracking travel data or registering what parts and equipment have been used and what is still available. When a software program can make your team’s lives this much easier, they’re sure to adopt it and use it consistently.

There are plenty of other features you and your technicians may be looking for in your FSM platform. Talk with them about their specific needs, and try to find a platform that offers all of those features. When you use a platform that uses these features, you’ll show your team that you’ve made this decision to help them. This, in turn, can improve productivity and morale as they see the benefits of adopting the software.

When you’re ready to implement your new field service management platform, call Kinettix. We have many years of experience helping clients install and manage their FSM instance and can help you get the most out of your investment.  

North America - IT Field Services Guide

Bob Supinger

Written by: Bob Supinger

With over 16 years of management experience in business and Information Technology, Bob has helped Kinettix build the infrastructure required to establish itself as a true leader in global IT field services, and in particular rapid response on-site troubleshooting and repair. At Kinettix, Bob leads field services, project management and vendor development organizations. His responsibilities also include operational P&L and expense control; operational strategy and overseeing plan execution; recruiting, employee engagement and development; ongoing process improvement; and customer experience. Before joining Kinettix, Bob worked for Comcast Business, Enterprise Solutions, and Contingent Network Services. He attended Edison State and Wright State University and attained a Degree in Business in 1999. He participated in and coached collegiate athletics and is currently the president of a non-profit organization supporting youth athletic programs in the community.

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