Field Service Management Archives

Sustainability And Green Initiatives: A Field Service Perspective

October 13, 2023

by Emma Murphy Field Service Management Field Service Management - Solutions

Field Service Management, Field Service Management - Solutions

There’s increasing pressure on organisations across all industries to reduce their carbon footprint. As experts share more information about the environmental ramifications of corporate actions, there is a call for businesses to prioritise sustainability and be proactive in their approach to offset their carbon emissions.

One industry in particular that’s being called upon to improve its green initiatives is the field service industry. Organisations that install, repair and maintain infrastructure, equipment or technology across a range of sites can have a huge impact on the environment. Some simple changes to the way field service teams work can make all the difference to their environmental footprint. Below we have explored this in more detail, highlighting how influential field service management systems can be when organisations are going green.

The Importance of Going Green

More so than ever before, sustainability is considered non-negotiable in the business world. With climate change becoming an urgent crisis, there’s a growing need for field service providers to align their operations with eco-friendly practices. This doesn’t just mean reducing emissions or waste, it includes implementing a more comprehensive, sustainable approach. This approach should consider everything from energy usage to resource management.

When it comes to green initiatives, the stakes are high. Organisations that fall short could face financial repercussions and reputational damage. On the other hand, businesses that prioritise sustainability not only gain a competitive advantage but also contribute to global environmental protection efforts. With pressure coming from consumers, investors, competitors and regulators, there is no time like the present to make some changes to your field service operations.

Ways for Field Service Teams to Reduce Their Carbon Footprint

There are several ways field service organisations can minimise their carbon footprint effectively. One immediate change is transitioning to electric vehicles, which significantly reduce greenhouse gas emissions when compared to traditional fleets. Electric vehicles are not just a sustainable choice but also a cost-effective one in the long run, given the lower operational costs associated with electric charging.

Alongside this, using high-performing equipment can make a big difference. Not to mention, keeping equipment in the best possible condition. Efficient equipment can reduce energy usage, leading to both lower costs and a smaller carbon footprint. By integrating these easy yet impactful changes into your business operations, you can take meaningful strides toward sustainability. However, there are bigger and more effective ways to go green.

Implementing field service software solutions and enhancing transparency throughout your organizations is essential for achieving sustainability goals. Integrating specialised field service management tools into operations can result in a more holistic approach to going green. In addition to enabling your field service technicians to perform tasks more efficiently, modern software can safeguard the environment and result in more environmentally conscious processes.

Field Service Management Software is Leading the Way

Traditionally, field service management relied heavily on manual operations and paper-based systems, making it less efficient and more resource-intensive. However, software like Next Service for NetSuite has revolutionised this industry. Field service management systems offer ways to make processes not just more efficient but also more environmentally friendly. A total solution that manages your entire business can spearhead your green initiatives.

Paperless Operations

Going paperless is one effective way field service organisations can become more sustainable. Next Service eliminates the need for paper-based documentation, significantly reducing waste. Technicians can access forms and checklists through a digital platform, and they will have all of the information they need at their fingertips. Next Service can be used on mobile devices, ensuring that each service call is as efficient and environmentally friendly as possible.

Efficient Route Planning

Fuel consumption is a significant concern for field service providers, both from a cost and an environmental perspective. Scheduling and dispatching individuals or crews is made easier with NetSuite. This software can help you optimise routes, ensuring fuel efficiency is considered when travelling between customer locations. This doesn’t just reduce fuel consumption but also minimises wear and tear on vehicles, further reducing your carbon footprint.

First Time Fix

There’s nothing more counterproductive, and unsustainable, than multiple trips to resolve the same issue. When technicians have the information they need to successfully resolve problems during their first visit, it prevents the need for return trips. Field service management software will keep complete and accurate records of every customer, equipping technicians with the knowledge they need to complete the job in one go. This efficiency is good for the environment, reducing the emissions associated with return visits.

Tool and Machinery Maintenance

In addition to keeping customer asset records, field service management organisations should keep track of their own tools and machinery to optimise longevity. Receiving automatic notifications for preventative maintenance enables equipment to be kept in optimum condition. High-performing, well-maintained equipment contributes to reduced emissions and with fewer replacements required, expenditure can also be reduced.

Going Green and Investing in Field Service Management Solutions

With growing environmental concerns, field service providers should be embracing green initiatives. Specialised software like Next Service for NetSuite can be a powerful tool for organisations looking to improve their sustainability while also enhancing productivity and efficiency. The benefits of field service management solutions are impossible to ignore and the right solution enables businesses to align with eco-friendly practices without compromising on service quality. The future is green and NetSuite solutions are paving the way for a more sustainable, efficient and responsible field service industry.

If you’re interested in upgrading your field service management tools, our experts at OSSM can assist you. We can integrate NetSuite into your organisation, helping you to benefit from its best-in-class functionality. Our experienced team understands the unique challenges field service providers face and we can collaborate with you to create long-lasting cloud solutions.

We genuinely care about the outcome of each of the projects we work on and we will happily discuss your field service management needs in more detail today.

We’ll be exhibiting at this years ERP Head to Head event, where we’ll have a more detailed demonstration on Field Service Management for NetSuite.

If you’d like to attend this demo or just come and chat to a member of our team, click below to register.

Don’t forget to use promo code OSSM20 for an early-bird discount.

Improving Safety And Compliance With Field Service Management Software

October 13, 2023

by Emma Murphy Field Service Management Field Service Management - Solutions

Field Service Management, Field Service Management - Solutions

Field service organisations ranging from HVAC to Medical and from Environmental to Facilities Management, provide specialised services to customers onsite, from installation and maintenance to repair and troubleshooting. There are many moving parts when it comes to managing, organising, scheduling, communicating and record keeping. While technicians go about carrying out their day-to-day jobs, it’s critical that jobs are carried out in full compliance. There’s no room for error as the consequences could be catastrophic.

Due to the nature of field service operations, it can be a struggle to keep all the balls in the air from operations and systems to finance, inventory, customer experience through to compliance. Managing all of these elements using docket books, sticky notes, whiteboards and spreadsheets is tricky at best, not to mention extremely risky, particularly when it comes to safety and compliance. It’s surprising to observe the extent at which ad-hoc systems and processes are being used by companies operating in this environment. Centralising data and automating processes to ensure that best practice is not only observed but is followed by every single employee or contractor is a must-have in today’s highly regulated environment. Purpose-built field service software can not only improve efficiency but also save organisations money across several business critical areas.

Completely unified solutions like Next Service for NetSuite are incredibly popular, their ability to cut costs and increase revenue means they have an impressive ROI for organisations of all sizes. In addition to improving things such as inventory management and customer experience, field service management software can even help to improve workplace safety and compliance. This is easy to overlook and it’s not often associated with field service systems, but staying fully compliant and reducing injuries can save organisations a considerable amount of money.

Below we have explored how you can not just enhance operational efficiencies with field service management solutions, but save money by remaining consistently compliant and safe.

Prevent Injuries With a Field Service Management System

Field technicians are often tasked with going into unknown environments to address unpredictable problems, and this can be a health and safety nightmare. There is a high level of risk associated with working in the field and it can be difficult to fully prepare for all eventualities. Two very common workplace safety challenges field service organisations face are; having to anticipate hazards at job sites and trying to prevent accidents with limited control.

There are several ways Next Service can help organisations better prepare their field staff to keep them safe whilst working. This powerful mobile field service solution provides field teams with all of the job information they need at their fingertips, removing some of the risks associated with the unknown. With several ways of collecting data, including using custom forms and questionnaires, field technicians won’t be going into work environments blind.

When data is captured and accumulated for health and safety purposes, field staff will have a better understanding of the environment they’re entering into and how they can work safely on the job site. They will know what they need to prepare for and bring with them to keep themselves safe, significantly reducing the likelihood of accidents and injuries. Field service management solutions can even be used to create checklists of safety measures that field technicians must follow, ensuring nothing important is being overlooked.

Eliminating the unknown with Next Service can reduce costs associated with workplace accidents and injuries. Keeping your team safe, wherever they may be working, can save your organisation a considerable amount of money in the long run. Not to mention, impressive safety records can help you to attract top talent and improve the customer experience, both of which can have a positive impact on your bottom line.

Prevent Violations With a Field Service Management System

Staying compliant has never been easier when you implement Next Service into your operations. One of the biggest benefits of field service management software is that it eliminates paper-and spreadsheet-based processes. Using digital checklists and forms makes it easier for field technicians to prove that they have followed all rules and regulations as they carry out their jobs. Having a clear audit trail can help your organisation to avoid compliance violations.

Although there are costs associated with keeping your organisation compliant, the costs associated with compliance infractions are much higher. Not only could your organisation be issued with fines if you’re not fully compliant, but the reputational damage caused by compliance problems can be significant. By supporting compliance, field service management solutions will pay for themselves over time and, in turn, help to increase profitability.

Finding the Best Field Service Management Software

Having a unified field service management solution ensures that data flows from the technician on a job all the way back to the finance department bringing many operational benefits, not least improving safety and compliance. This paired with the other cost-saving benefits of Next Service can enable you to take your organisation to the next level. The return on investment of a field service management system makes the up-front cost of implementing it worthwhile.

If you’re interested in field service management software and you’d like to find out more about how it can impact your operations, don’t hesitate to contact us at OSSM. As a leading NetSuite Solution Provider and Next Service Channel Partner, we have the skills and expertise to help guide you towards the best solution for your business. The right software can bring a new level of intelligence to what you do with field service metrics at your fingertips. We can help to streamline your workflows and digitize your field service business with Next Service, software built on, and for, NetSuite.

When Should You Invest In Field Service Management Software?

May 29, 2018

by neoenvisage Field Service Management Field Service Management - Solutions

Field Service Management, Field Service Management - Solutions

As I work from home, I see many field service workers coming and going during the day… from plumbers and electricians to renewable energy consultants to bathroom installers. Recently, I have begun to take a more active interest in their systems. Are they using a clipboard, a phone, laptop or tablet? It’s amazing how much information you can gather by just observing.

Would it be fair to assume that the companies with the clipboards and the pens are not as professional as the companies with all the technology? I’m not sure I can leap to that conclusion just from my small amount of observation, but there are definite benefits that companies can derive by having the most efficient tools at their disposal.

Before we look at the When, let’s discuss the How? How do I know if I should change my field service management solution?

There are some obvious signs to look out for including:

Scheduling Issues

– Disconnected teams and planning

– Limited visibility of who’s doing what and when

– Repeat calls and follow-ups

– Low utilisation rates

Compliance & Safety Issues

– Manual, time-consuming, inaccurate record keeping

– Potential gaps in field staff safety procedures and protocols

Inventory Issues

– Inventory losses and shrinkage

– Slow billing

– High administrative costs

Asset Management

– Time spent locating assets

– No asset history available to field workers, resulting in extra investigative processes

– Time spent calling the office for information

Customer Service

– Low referral rates

– Customer complaints/chasing for information (location of technician, part availability etc)

– Lost revenue/credit notes

– Lost customers

Reporting/KPI’s

– Time consuming to compile/inaccurate/out-of-date

– Lots of spreadsheets

– Gaps in processes/workflows/disconnected reporting

If any of the above points are ringing some bells, the next important question is to work out the best time to change system.

When is the right time to invest in a field management solution?

In an ideal world, as soon as you grow to a certain size, you would have all your ducks in a row to change system in a nice calm and orderly fashion. The reality is that timing is never perfect, but you should look for the optimum time to switch system. Some consideration should be given to:

Busy/Quiet Periods

Is there a good time of year where you will have some breathing space to implement a new system?

But what if your business has no quiet time but is continuously getting busier?

We come across this dilemma time and time again. If you haven’t yet reached this point, then it comes down to having a robust strategy for the business. Try to align your growth trajectory with a phased system implementation that is manageable, both from a financial and a resource perspective. The tipping point might be where you have a large tender pending and if you are successful in winning the contract, you may not be able to deliver it without having the systems in place to deliver it. But what if you take the plunge and the tender doesn’t materialize?

This is where strategic planning comes in.

Understand what the next 1-3 years will look like. If your business is growing and your systems are inadequate to support this growth, then making that investment in your field service management solution can certainly help you plot and plan your growth with a greater degree of accuracy with up-to-date, real-time data.

If you have already reached this point where business is booming but your growth is being hampered by inefficient systems and processes, then this comes down to good project management and making sure the project is broken down into manageable phases with timelines that are realistic and achievable from both sides.

Resources

Having sufficient resources goes without saying, however assigning your “Key” people to the project is crucial.

The ideal scenario is to have a dedicated project team for the duration of project. They may be available on a part-time of full-time basis, depending on the size of your organisation, however having the right people with experience and skillsets is going to be a crucial success factor.

If the field service/operational system is part of a complete ERP system overhaul, then departmental representation is highly recommended for your project team.

Cut-Off

Is there a logical cut-off for the go-live?

Some customers choose month-ends or year-ends to switch over, but in reality, each customer has their own set of circumstances (internal or external) that will dictate the ideal time to change system.

Should my Field Service Management system work independently or be part of an ERP system?

I will give a slightly biased response to this question as we deliver an integrated NetSuite ERP and Field Service Management solution. NextService Field Service Management is built for and directly inside NetSuite, so you can run your entire business from one system.

Nowadays, we live in a connected world. We have the information we need when we need it. Companies can see what’s happening on the ground in their German or Australian subsidiary in real-time.

Accessing real-time project profitability across the group becomes invaluable. It makes sense that systems should facilitate data flows between departments with different users and roles accessing the data that is relevant to them. Processes and procedures become consistent and accurate with reports and KPI’s falling out in the form of dashboards and data analytics. No more spreadsheets, dis-connected processes and gaps across the organisation.

Users become more efficient, first-time fix rates shoot up, project profitability should be more predictable, customers will love working with your company and everybody is happy.

Checklist:

If you’re on the fence (no pun intended!) and are not sure about your next move, why not check out our easy-to-follow Field Service Management Checklist? It should help you to better understand what you need for:

– Mobile Work Management

– Customer Management

– Job Scheduling

– Field Service Intelligence and Analytics

Download Checklist

If you would like to have a chat about your requirements for a Field Service Management solution, get in touch with our team on sales@ossmcloud.ie or call + 353 1 811 3811

Reduce Renewable Energy Project Costs With Streamlined Field Service Operations

May 29, 2018

by neoenvisage Field Service Management Field Service Management - Solutions

Field Service Management, Field Service Management - Solutions

Among the challenges facing renewable energy (RE) companies that are manufacturing, installing, or servicing renewable sources such as wind turbines or solar panels, keeping costs down is at the top of the list. From a broad perspective, installation costs for RE businesses can be grouped into two categories: hardware and soft costs. Hardware costs are self-explanatory, including the cost of components required to harness energy—solar panels, converters, wind turbines, hydropower or biomass processing equipment, and more. Soft costs include labour, sales and marketing expenses, permitting and inspection fees, and other associated administrative costs.

A recent solar industry website published a breakdown of solar installation costs, indicating that hardware accounts for 46% of average costs, while soft costs account for 54%. These percentages vary dependent upon the RE source and scope of the project. However, one common factor remains: The initial costs of renewable energy project installation and construction, whether commercial or residential, are substantial.

How you manage the processes and data associated with such projects can reduce costs—for your business AND your customers. A logical starting point for controlling projects costs, both hardware and soft, is to identify challenges that are commonly encountered with field service operations and then explore solutions for mitigating these challenges.

Field Service Challenges That Impact Renewable Energy Project Costs

Improving field service efficiency begins with identifying the inefficiencies that may be costing your RE business time and money. In working with a multitude of customers and prospects within the renewable energy space, I have observed the following pain points most frequently mentioned by RE businesses seeking to improve field service operations:

1. Scheduling and resource planning inefficiencies

RE projects involve many moving pieces. Scheduling project managers, technicians, contractors, and even equipment can be a juggling act. When not executed properly or done using manual processes like whiteboards or spreadsheets, projects can run amuck due to a lack of visibility of data and technicians can easily get double-booked or sent to jobs without the proper supplies, inventory, and asset information. In addition, these inefficiencies can negatively impact important field service metrics, such as first-time fix rate (FTFR) and mean-time-to-repair (MTTR).

Project costs rise when planning and scheduling processes lack efficiency and utilization numbers drop—in the field and the back office. With recent labour shortages and supply chain delays, scheduling and resource planning becomes an even greater challenge requiring the most efficient use of limited resources to maximize utilization and keep projects within budget.

2. Inability to capture (accurate) data in the field

If you have technicians out in the field who are completing paperwork and bringing it back to headquarters at the end of the day, valuable data is at risk of being inaccurate due to human error or even worse, misplaced or lost. Every data point matters as companies seek to scale, improve, and use data to guide future business decisions.

I have heard customers tell me their technicians will often lose paperwork, forget to complete certain forms and fields on work orders, or fail to follow critical workflows required to maintain compliance. Such liabilities present RE businesses with increased exposure to costly mistakes and potentially very unhappy customers.

3. Lack of visibility of comprehensive job costs

Not having full visibility of all costs associated with projects can cost companies a lot of money. Without a single source from which users can view the inventory, time, and payment status associated with each job, businesses run the risk of not accounting for all the resources (inventory, labour hours, supplies) used to complete the job. Having to chase this data down and manually amalgamate it can, in turn, increase the amount of time between job completion and invoicing customers, which ultimately impacts cash flow. And even when the costs are calculated, businesses may struggle to ensure accuracy of the data if it is manually recorded by technicians in the field.

4. Poor customer experience

A poor customer experience costs businesses money in the form of opportunity cost—losing existing customers and/or not attracting new ones due to negative online or word-of-mouth reviews. When the previously mentioned inefficiencies rear their ugly heads in the form of extended project deadlines, inaccurate billing, and inconsistent communication with the customer, customers notice. If customers have easy access to provide feedback, they may do so. However, one market research firm found that 96% of dissatisfied customers will not complain, and 91% will simply not return.

Whether business owners acknowledge it or not, every member of your team and every touchpoint with customers can impact the customer experience positively or negatively. This is especially true for field technicians who are going onsite to service or repair customer assets. When technicians do not have all the information required to complete a job efficiently and accurately, the customer notices. And when technicians do not have the tools to capture new data accurately and easily, this perpetuates a poor customer experience.

The Right Technology Can Reduce Renewable Energy Project Costs

Now that we have identified challenges that impact RE project costs, I would be remiss not to mention how to overcome them and thereby reduce costs and increase profitability. At the highest level, the solution lies in identifying and implementing the right software to address and remedy the previously mentioned inefficiencies.

As you search for the right technology to accommodate your business’s unique requirements, you would be remiss to not ensure the technology you choose provides the following features and functionality to enable your business to streamline field service operations:

1. Easy scheduling and dispatch

Field service software should enable users to easily schedule jobs and dispatch technicians to these jobs. Back office and field staff should be able to easily identify available resources and the tools or inventory needed for each job. In addition, they should be able to easily communicate changes or updates to any of this information…in real-time.

2. Real-time, 360-degree data

Ensure that whatever solution you choose provides users with access to real-time, 360-degree data needed to complete jobs efficiently and accurately. The ideal solution will house all business intelligence, including not only field service data, but all financial, inventory, customer, vendor- and project-related data on one single platform. Having all this data on one platform versus having to gather it from multiple sources reduces the risk of inaccurate reporting and enables nimble business decisions.

3. Field mobility

This same solution ideally offers a mobile application that enables field service technicians to record and capture data out in the field and transmit the data in real-time. A mobile app will empower technicians to easily record data pertaining to inventory consumption, asset history, and work order status, including photo and signature capture. Such field mobility will expedite job completion, ensure accurate invoicing, and ultimately improve cash flow.

4. CRM (Customer Relationship Management) functionality

Closely related to real-time, 360-degree data, the right technology will provide users with the tools to communicate with customers clearly and consistently. Make sure the technology you choose offers the ability to identify every touchpoint with customers–from service reports sent to customers and other correspondence to customer satisfaction survey results. Access to this information empowers businesses to identify opportunities for improvement and quickly address customer dissatisfaction.

5. Configurability

Last but certainly not least, choose a solution that offers the previously mentioned features and functionality out-of-the-box but that can also be configured to meet the unique needs of your business. Be sure to inquire about whether the solution can be configured with custom fields, forms, and reports that are specific to your operations.

Why upgrade to Sage Intacct with Envisage

Ultimately, Sage Intacct offers a comprehensive solution that greatly enhances your business’s financial processes. By automating tasks, ensuring accuracy, and boosting efficiency, this accounting system can truly transform how your finance team operates. With its exceptional advantages specifically designed to address the diverse needs of different industries, investing in Sage Intacct is a wise and strategic decision.

If you’re interested in learning more about Sage Intacct, feel free to reach out to our team at Envisage. We would be more than happy to assist you in determining if it’s the right solution for your business and help with the software implementation. Our commitment is to provide you with an efficient end-to-end service, and we would be delighted to have a no-obligation conversation with you.

NetSuite + NextService FSM SuiteApp = The Right Technology for RE Field Service Excellence

Whether you are manufacturing RE assets or installing and servicing them, streamlining field service operations can offset both hardware costs and soft costs. Efficient field service management can prolong the life of assets, optimize the use of resources (time, money, and human), and turn your customers into loyal advocates of your brand.

As NextService + NetSuite experts, the OSSM and Next Technik teams provide customers with optimally implemented enterprise resource planning (ERP) and field service management (FSM) solutions. Let OSSM show you how your renewable energy business can reduce costs and increase profitability with NextService FSM SuiteApp — the ideal field service solution to enhance your NetSuite technology investment.

“We need to constantly improve. That’s what led us to NextService, and that’s what is leading us going forward as we keep finding new ways to exploit the system’s power”.

Jody Kass, Director of Field Operations at NexRev, a NetSuite & NextService Customer

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