Are Whiteboards & Paper Tickets Shackling Field Service Operations?

Being a technology consulting company, we occasionally forget how much we take technology for granted. Our consultants regularly communicate and collaborate with vendors, clients and contractors around the world using online tools like Microsoft Teams, SharePoint and Dynamics 365.

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Visiting prospective clients, especially those running field service operations, often pops our “tech bubble” and reminds us how business has been run for decades.

Paper.

Whiteboards.

Sticky notes.

Phone calls.

Sure, employees and contractors have cell phones and laptops, but business is primarily run with paper, email and phone calls.

Dispatchers juggle jobs using a giant wall filled with sticky-notes, colored magnets and whiteboard notes. This magnificent mess can only be managed by seasoned dispatchers whose tribal knowledge makes them indispensable.

When hitching a ride out to a job site with one of the field service workers, we see the truck’s dashboard covered with work orders. Once a week, these papers are collected and sent back to the home office for processing.

If the old way is working, why change? Many of these companies manage to run smoothly – until something happens.

A veteran dispatcher retires. A work order is disputed – and no one can find the original signed copy.

Field service workers start quitting in frustration because they’re spending too much time commuting or organizing their days, and not enough time doing their “real work”.

The truth is that getting by is not the same as getting ahead. Hidden inefficiencies add up to real dollars lost.

Dollars lost having to go back to a job site because the worker didn’t have the right equipment or inventory on the first visit.

Dollars lost on overdue invoices and disputed work orders.

Dollars lost on inefficient routes and scheduling.

It all adds up.

Field service software offers massive advantages over paper-based systems.

Improved first-time fix rates.

Increased employee and customer loyalty.

Increased capacity from increased efficiency.

Increased revenue.

A modern solution like Dynamics 365 for Field Service has built-in features like:

  • Smart job scheduling
  • Efficient routing
  • Automated inventory replenishment
  • Mobile work orders and invoices
  • Easy customer communication about job status
  • Remote access to equipment history and issues
  • AI-driven insights

You can’t possibly be as efficient or as profitable with paper and whiteboard as you are with a mobile, modern field service solution like Microsoft Dynamics 365 for Field Service.

Maybe in the past, the timing wasn’t right to modernize your field service operations. We understand. Our team can help you understand all you have to gain – and the level of effort it will take to transition your operations. Contact one of our field service experts today to learn why the time is now to modernize your operations.

Author: Travis Pullen, Customer Engagement Specialist

Other articles you might be interested in:

Why Field Service Automation Software is Essential
Top 10 Reasons Why an S&OP Project Can Fail
The Difference Between Field Service & Connected Field Service

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