Field service tracking: sharing technician location with customers
What are the benefits of investing in field service tracking technology, and how can you implement a strategy that unlocks the ROIs of customer engagement?
The “Uberization” of services — that is, linking customers and service providers in real time via digital platforms — has become ubiquitous, and its reach is being felt in industries far outside ride-sharing and food delivery.
Field service in particular is feeling the heat to meet customers’ rising expectations for transparency and visibility. One key way to satisfy their demands for excellent customer engagement is to implement field service tracking technology.
When you connect customers with their field service technician on the day of service and offer the ability to see and track the tech’s location on a map, you reap the ROIs of streamlined communication workflows.
Here, we’ll share the advantages of investing in field service tracking technology, how it benefits everyone involved, and how to execute your strategy.
Benefits for technicians
When you implement field service tracking well, the increased transparency and communication makes technicians’ jobs easier, safer, and more enjoyable.
However, many companies haven’t quite figured out the secret sauce. Often, a business will require technicians to call or text customers with their ETA, which burdens the tech with more work, slows down their day, and can be a safety hazard if they’re receiving calls and texts from customers while driving.
Software that automates the process cuts down on this multitasking, while also giving technicians access to vital information they need about the day of service, service history, and property entry. A self-serve portal, for example, allows customers to track a technician’s location on a real-time map, while automated communication offers push notifications for when the technician begins driving toward the destination, as well as additional location-based updates along the route.
This not only removes friction from a tech’s workday, but also reduces costly truck-rolls, improves service efficiency, and increases first-time access — delivering double-digit improvements in customer satisfaction and profitability.
Benefits for customers
When brands and customers are disconnected on the day of service, it causes universal pain and decreases customer satisfaction. For the customer, poor last-mile engagement on the day of their field service appointment causes frustration, stress, and anxiety — research shows that it can even disrupt their sleep.
What most customers want is simply to be in the know: 53% say they would feel relief simply from being able to track their service technician’s location on an app or website, while 72% say they’d greatly benefit if they could directly communicate with their tech.
Allowing customers to track technician location in real time gives them more control over their day, so they’re not waiting around or having to cancel plans. When you provide this autonomy and freedom over their time, customers are more likely to have a pleasant experience and, in turn, recommend your business to friends and family.
Benefits for the company
In addition to benefits for technicians and customers, field service tracking can lead to organisational success.
There are a number of benefits for companies that implement field service tracking technology:
- It removes friction for technicians, boosting their productivity, safety, and job satisfaction and reducing turnover.
- Automation frees up technicians’ time so that they can handle more appointments per day, which reduces costs for your organisation.
- Automation also reduces call volume for your customer service center, since customers no longer need to call for ETA updates. Customer service reps can better focus on callers who need non-ETA-related assistance.
- Because the customer can see exactly where their technician is, field service tracking can help reduce failed appointments by up to 20%.
- Meeting customer expectations for visibility leads to a better customer experience and higher customer satisfaction, which improves customer retention and your company’s reputation. Taken together, this all boosts critical KPIs such as NPS, CSAT, and CES.
How to implement field service tracking
It’s a common misconception that you need to redo your whole tech stack in order to implement field service tracking. In fact, it can be quite simple to plan and execute a field service tracking strategy.
With software that easily integrates with your existing platforms — and/or a software provider that can build custom APIs and SDKs — adding field service tracking to your business model is a breeze. An expert provider will also extend support for setup, implementation, and scaling, along with furnishing and executing customisable options that fit your organisation’s unique needs.
Localz, for one, offers all this and more. Our On My Way module offers real-time service tracking, automated notifications, and configurable triggers for field service tracking that exceeds customer expectations. You can tailor our solutions with our out-of-the-box applications, or you can integrate our location and communications SDKs into your own enterprise solution.
Field service tracking benefits everyone: technicians, customers, and your business as a whole. The right software provider will work alongside you to offer options that integrate effortlessly with your current platforms, or build custom options that meet your needs.
In the end, sharing technician location with customers benefits everyone — and can help your organisation unlock the ROI of customer engagement that is so critical to success.