How field service management software builds trust between technicians and the company

Trust runs both ways, and as relationships widen, trust reinforces itself along the chain between the different parties. When we choose digital geo-management tools, we are creating and adding value to technicians' work; that improves their performance and their conditions, and therefore raises their trust in the company.

The same happens for supervision and management, for whom the analysis, monitoring and view of the field services delivered become clearer and more complete. And the perception of our company's quality and logistical capability improves in clients' eyes too, for whom using software like this signals prestige and professionalism.

From the technicians' point of view

Field service management tools are highly valued by the technicians who use them because they make the work easier: they save time and simplify the logistics of organizing a schedule, of driving and routes when city traffic has to be navigated, of client contact, and of recording their own work. 

Geo-management tools cut the time technicians spend behind the wheel through the route optimization artificial intelligence performs (optimal routing); that means greater safety for technicians and peace of mind for the company.

Geo-management software like the kind we design at GoDoWorks is fully customized to each company's needs. For staff out on the road, it can be a valuable source of technical information about, for example, parts availability, the client's visit history, specifications for a given model, and so on. That supports their need for information and improves the work they are about to do. And by centralizing and digitizing the orders a technician may need to send back to base, calls, time and human error are all saved: no information goes missing.

That improvement shows up not only as higher productivity but as greater trust in the support the company gives them, which will be visible in the field work they do and noticed by the clients they visit.

From the company's point of view

From the company's side, supervision becomes far simpler and more objective, with no bias other than the information itself. That directly improves performance and, as a consequence, how goals are set. Data about field work is constant and complete, which allows clear analysis and better management decisions. 

A field worker's record of work is never lost — unlike the orders and receipts left on paper, which are hard to sort and keep, demand extra effort, take up space and can go missing. As we noted in another post, an estimated 1% of processes recorded on paper are lost before they are processed. 

As for collections, using a digital tool like GoDoWorks instead of paper saves around 3 weeks on average in invoicing time; it also removes from technicians the unnecessary responsibility of handling cash, which improves their safety and simplifies the process.

New possibilities

Digitization is not only a major investment: in a growing number of cases, it is becoming a requirement of field work logistics itself. Consider that in Latin America e-commerce closed 2020 up 19.4% and was projected at 13.3% for 2021, according to the consultancy eMarketer. In the world ahead, digital commerce without geo-management software is unimaginable.

These digital tools also open up the possibility for a company to widen its scope and add services, since simplifying logistics means new related tasks can be carried out with less investment of resources and greater ease. In other words, bringing in customized field service management software, like GoDoWorks's, means expanding what we can do.