How-To: Quality Control for Field Service

While providing field services on behalf of your company, managers must ensure that customers are served in the best possible way. As the field workers’ performance is hard to oversee, quality control on sites can become even more challenging.

Some businesses rely on CRM systems to maintain quality. Unfortunately, the solution alone often can’t cover the fieldwork routine. So let’s discuss why CRM systems can’t provide necessary tools and how integration with the FSM software can help achieve a desirable level of quality control.

CRM Capabilities & Field Service

A CRM solution is a great tool that simplifies marketing managers’ work and enhances good relationships with customers. However, when it comes to field service, a CRM can’t offer real-time quality control.

CRM systems provide managers with the field workers’ schedule at customers’ premises at best.

The only option left is to get feedback after work on-site is done, analyze it over the course of time, and then take action. So if field workers don’t do their job properly or disrespect customers, you’ll not be aware of this until you get negative feedback. Thus, a single case can tarnish the company’s image in the eyes of clients.

Also, the whole field management process within the CRM is always implemented after the real work has started. This means higher friction and less efficient management.

So how do you overcome these issues?

The FSM Solution to Maintain Quality Control

The most optimal solution, in this case, will be the integration of your CRM system with suitable FSM software to undertake quality control.

Field Service Management solution is software designed for effective coordination between field service providers and technicians. FSM software automates and eliminates time-consuming processes (e.g. manual paperwork) while allowing for better monitoring of the employees’ work.

Here’s how an FSM system like Planado Field Service can help you achieve and maintain the high quality of your field services.

First, you’ll be able to oversee employees’ performance from any device. Embedded GPS tracking helps ensure that field service engineers spend time effectively, not wandering around till the end of the workday.

Second, Planado app provides checklists for technicians and makes their lives easier, because they don’t need to memorize all necessary steps to accomplish a task. This is especially useful for newbies. Moreover, a task can’t be completed until all the boxes are ticked and photos are provided. Thus, the feature ensures there will be no missed tasks or poorly performed jobs. Besides, checklists can be customized for different types of work and occasions.

Third, the photo reporting option requires field workers to take multiple pictures of the completed work from different angles so that the manager can assess its quality. This is especially helpful when dealing with complex and non-routine tasks. Moreover, photo reports can serve as evidence in case any customer complaints arise.

The mobile app also grants field workers access to reference information regarding clients’ order history, spare parts in stock, etc. The availability of the required information enhances service quality as well.

The integrated software also allows monitoring workers’ routes and setting them up to allocate the workload wisely, so there will be no idle time. The map will provide you with the exact location of employees, so it’ll be easy to identify unreliable ones.

As a result, you’ll have a clear picture of employees’ work and will be able to control quality in real time. Try the FSM solution Planado today, integrate it with your CRM system and take quality control to the next level!