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IT Service Management
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Easy-to-use software to track, schedule and assign jobs in real-time and optimize employee workload
Running a service business is not easy because you have to manage several tasks and employees simultaneously. Scheduling appointments, coordinating between service teams and field staff, and using paper-based systems or spreadsheets to track and monitor all your jobs can negatively impact your overall efficiency.
The purpose of Job Management software is to simplify all these tasks and help organizations run their field operations smoothly and efficiently. Here are three ways a job management system drastically improves field service management:
Empower your field teams to reduce response times, optimize work schedules, and complete service tasks faster.
Manage your resources better and avoid repeat visits with better planning and job expense tracking.
Work more efficiently and improve your processes and workflows to deliver stellar service experiences for customers.
Taking down job details on paper or Excel for every request raised can be time-consuming. With Freshdesk, creating a job with all the relevant information becomes much easier. You can collect information about a customer complaint across many channels, including email, phone chat, and social, into one view. When you create the service task, details such as ‘Description’, ‘Status’, ‘Priority’, ‘Due date’, etc. are added automatically from the customer’s request.
Having to manually assign tasks while trying to balance workloads and finding a time slot that works for the customer can be frustrating. Using Freshdesk’s scheduling dashboard, you can view and assign jobs to technicians with just a few clicks. The dashboard gives you a single view of every service engineer’s calendar and their daily schedule. You can simply drag and drop any new job into an engineer’s available time slot.
Freshdesk lets you track the live progress of all your jobs from the start until completion. This helps your service and field teams coordinate better and complete tasks quicker. The field technician can update the status of a task in real-time using the mobile app, and you can monitor these updates on Freshdesk to make sure everything is going according to plan.
It’s essential to understand how engineers distribute their time during fieldwork. With the Freshdesk app’s time-tracking capabilities, employees can log the number of hours they spend on their tasks in real-time. The field agent can start the time tracker on the app before beginning work and stop the timer once the job is done. You can use this data to generate online timesheets and calculate billable and non-billable hours for invoicing.
Field workers are always on the move, so they must have instant access to all necessary information about their daily schedule, even without needing internet connectivity. With the job management app, technicians can get notified when a new task gets assigned to them, along with the essential details that they would need, such as problem description, date, time, and customer’s address and contact details.
With Freshdesk’s reporting capabilities, you can analyze all job and performance-related information, and build powerful dashboards for your team. You can generate actionable insights from customizable reports using the data collected. These insights will help your team track KPIs and identify areas of improvement.
Build workflows that automatically create and assign service tasks based on custom triggers that your service managers can create within Freshdesk. Automation eliminates repetition and helps improve your team’s response times.
Using the mobile field service app, technicians can view and plan the route to a customer location with the Google Maps integration. They can also save addresses for future visits when maps aren’t accurate in finding certain locations.
To ensure customers are satisfied with the work done and acknowledge its completion, technicians can capture their digital signature on the mobile app to verify the customer has signed off on the service request.
Field engineers can also capture data from the on-site location by taking photos of the equipment or asset and uploading it into Freshdesk. They can also take response notes describing the repairs performed.
Dispatch teams can generate invoices based on the recorded billable and non-billable hours on the digital timesheet, through integrations with popular billing software such as Quickbooks, Xero, and many others.
Field workers can access tasks, details about jobs, and appointments even without network connectivity on the job management app. With offline availability, technicians maintain context in remote locations where internet access is limited.
Build your field workforce at just $29 per field technician per month.
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