Empowering Technicians with Field Service Technology | Blog | EnSight+

The correlation between employee engagement, satisfaction, and productivity is not a novel concept. But as one Forbes contributor wrote in 2019, employee satisfaction is no longer just the domain of HR departments. More and more, companies are realizing the importance of employee engagement as an overall operational strategy. Here’s what we know: Highly engaged teams are 21% more profitable and have a significant reduction in absenteeism and turnover than their counterparts who lack engagement. To quote that same Forbes contributor, that’s because “engaged employees show up every day with passion, purpose, presence, and energy.”

For field service companies, engagement is often about empowerment. More than just a buzzword, here empowerment means finding new ways to make employees feel like the work they do matters and makes customers happier. Fortunately, field service companies can do everything we just talked about and more. What’s an easy way to do this? The addition of one single solution can help improve employee engagement: Field service management software. 

What is field service management software?

Field service management software is a single solution that helps field service companies with a mobile workforce coordinate their businesses. The most comprehensive solutions enable these outfits to manage all elements of operations. From work orders to scheduling, routing and dispatching, asset and inventory management, fleet management, and time and expenses. In most cases, software exists in the cloud, which means technicians can access it at any time from their mobile device, no matter where they are.

Related: Three Must-Haves in Your Next Field Service Management

How does software keep employees engaged?

Regardless of industry, employees want to feel like their employer cares about them, and that they are willing to invest in tools that make their lives easier. That’s exactly what field service management software can do. Because the solution is based in the cloud, it eliminates the need for technicians to carry around clipboards. Additionally, since the software enables ubiquitous access, anyone can see an update that’s been added. Unlike companies still using paper-based work orders, technicians with access to digital work orders only need to enter information in one place instead of duplicating it multiple times.

But it’s not just that field service management software simplifies technicians’ work; it’s the fact that it makes them better.

Related: Why Workplace Efficiency Makes Employees Happier and More

For example, digital work orders allow companies to include rich media files like photos and videos. Technicians can use them as tutorials if they’re ever unsure how to proceed with a job. Plus, the software provides turn-by-turn route guidance that is updated in real-time based on traffic conditions. This keeps technicians on the most direct route and is also more likely to make expected arrival times. These benefits and many of the others that technicians receive from utilizing field service management software go a long way toward improving employee engagement across the enterprise.

How does field service management software impact the customer?

Now, let’s turn our attention to the other side of the equation: Customers. We’ve already talked about how engaged employees are generally more productive employees — which is good for the customer. But there are some specific ways field service management software can enhance the customer experience as well.

One of the most significant is through the asset and inventory management module. With this approach, every piece of equipment, tool, and asset is tagged and tracked throughout its lifecycle.  Field service companies won’t have to worry about stock outages that may delay an installation or a repair. This technology also permits the company to maximize order budgets, creating cost savings that can be passed on to the customer.

Related: How Field Service Management Software Benefits a Mobile Workforce

Built-in quality review is another advantage to field service companies and their customers. With field service management software, companies can now automate audits, minimize errors, and improve service offerings by catching mishaps before they impact the customer. 

Ready to see a robust field service management software solution in action? Schedule your demo of EnSight+ today to see how we can empower your technicians and enhance your customer service efforts.


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