After sales service: How to select the right work order management software

Key Takeaways

• Work order management software streamlines technician schedules and improves service efficiency.
• It enhances team communication and reduces errors in after-sales service management.
• The best solutions are configurable, mobile-friendly, and scalable to fit business needs.
• Integration with existing ERP or CMMS systems ensures seamless data sharing.
• Simplified workflows help both field technicians and office teams stay productive.

After sales service management is complex because it involves many people, processes, and equipment. But one thing is clear: effective field service management is essential to be a leader. That’s why all the big players leverage flexible and scalable after sales management software. Discover the benefits of after sales service management and how customizable business software can make a world of difference for after sales service management providers.

1. How Can Configurable Business Software Improve Service Delivery?

What Are the Key Criteria for Choosing After-Sales Service Software?

When equipping your technicians with work order management software, look for one that will adapt to your business. Change of any kind is daunting enough for most teams. Unnecessary complexity and drastic changes should be avoided. Select an after sales service management software solution that meshes with your existing processes while enabling ongoing evolutionary improvements. This means business productivity software that can adapt to the constraints of your industry while offering the latest technologies to boost performance.

What Are the 4 Essential Features of Work Order Management Software?

To function optimally, the business productivity software needs to be configurable. First, you should be able to customize the business processes by identifying the different types of jobs, skills, and equipment involved. Also, you should be able to customize/create workflows and analyze your performance based on the key performance indicators (KPIs) that matter to you (e.g., work order status and average response time).

The second important feature is the ability to create more complex, tailor-made forms to facilitate employee data entry. For example, service and support technicians should be able to attach photos to work orders to improve traceability with mobile work order management software. Similarly, look for the ability to customize rich and flexible documents for customers (service report).

Thirdly, if used autonomously (i.e., without an ERP), the business productivity software should be able to import your current customer information dataset directly. This way, the fields, such as client names, sites, equipment, technician skills, or teams, can be easily populated in the database.

Lastly, the business productivity software must interface with the existing IT (ERP/CMMS) tools. Make sure the software has compatible connectors. This will allow communication and data exchange between the various software applications so information can be shared with field staff.

How Can Operations Management Software Simplify Account Management?

Several types of users can collaborate within an after sales software. In particular, technicians and schedulers/planners are constantly connected. A profile management setting is needed to accommodate distinct access rights and features per type of user. Higher-end solutions will even enable further profile customization, such as the language displayed in the user interface or even a profile that can be used by outside agencies.

2. How Can Field Service Software Make Technicians’ Work Easier?

By choosing a customizable field service management software, everyday tasks can be simplified for field service technicians.

How Does Software-Optimized Scheduling Help Field Technicians?

A major issue for field service technicians is route planning. That’s where intelligent planning can make all the difference. Look for a solution that considers all the factors (e.g., job site, travel time, skills required, availability of spare parts). Some solutions allow at-a-glance visualization of individual and team schedules using field service scheduling software. A fully featured scheduling tool should also include:

• Dashboards of daily and weekly schedules
• Real-time monitoring of work order status
• A map view (based on field service GPS tracking) of all real-time activities
• The ability to modify work orders by drag and drop
• The ability to apply actions to a group, such as a team of technicians
• Programmable recurring work orders

How Can Field Technicians Work Effectively from a Remote Location

The after sales service management software should also empower field service teams. A truly mobile app solution available on all devices—laptops, smartphones, and tablets—is necessary. In the field, there are a few more must-have features. These include the ability to update the schedule in real time using notifications and access to an intuitive map with integrated GPS guidance. Technicians should be able to create, plan, postpone, or cancel work orders, and field technicians need access to the spare parts inventory. Also, the business software should facilitate internal communication between technicians, experts, and schedulers with integrated messaging and help functions.

3. How Can Scalable Business Tools Improve Customer Relationships?

Customer care relationship management features are essential for high-quality after sales service management.  

Real-time customer communication improves work order management

A big challenge for many technicians is time management—being on time for appointments and maximizing billable hours. Keeping this in mind, look for a business solution that keeps customers informed in real time about the status of their work order management.

Let customers take charge of after-sales service

Finally, there’s a critical feature that can improve the customer satisfaction rate. Allow customers to create and schedule their own work orders using the best work order management software. According to the Aberdeen Group, 37% of market-leading service firms are more likely than other firms to opt for this feature (see Figure 1). Why not follow their example?

Figure 1. Empowering technicians to satisfy customers

Choosing productivity tools can indeed be confusing. That’s why it’s important to identify your unique requirements up front and find a solution that fits your existing after sales service software. If you’re unsure how to go, ask for references. A credible vendor should connect you with satisfied customers who can tell you about their experience with the business software solution.

Selecting the right after-sales service software will increase technician efficiency, simplify the scheduling process, and enhance customer relations. Seek out customizable, expandable tools that can integrate with your current processes and set your team up to scale in the future.

Frequently Asked Questions (FAQs)

1. What is work order management software, and why is it important?

Consider work order management software as a digital planner of your after-sales service. It doesn’t require juggling paper schedules or endless emails; it keeps everything in one place: jobs, technicians, and customer details. It is crucial as it saves time, decreases errors, and makes it much easier for teams to stay on top of all tasks. Ultimately, it enables your team to work smarter and keeps your customers satisfied.

2. What are the criteria for selecting the best after-sales service software?

Begin with the fundamentals: What does your team require? Some companies only require basic scheduling and reporting, whereas others require more integration with existing tools. The most suitable option is software that is adaptable enough to accommodate your procedures, rather than requiring you to alter everything. Better still, it should be simple to use and scalable for your business.

3. Can field technicians use the software on the go?

 Yes, and that’s where it shines. The majority of contemporary solutions are compatible with phones and tablets, which means that technicians do not need to call the office to get the updates. They may view their schedule, customer information, add photos to reports, or even send messages to the team directly when they are in the field. It is as though they are taking the office in their pocket, and this makes their day much less stressful.

4. What are the benefits of after-sales software on customer relationships?

It makes things simple and straightforward for customers. They are aware of when a technician is on their way, are updated in case of any changes, and receive digital reports once the job is completed. There is even a software feature that allows customers to schedule or monitor their requests, making the entire process appear more transparent. Customers who feel informed and well taken care of are more likely to remain loyal to you.