Why is ease of use so important in the FSM field?
If we would have surveyed all US-based field service providers out there, we’re likely to find that most business owners and their employees are a bit wary of new technology, especially when it entails training or a long adoption curve.
Want to teach your workers how to lay down pipes or replace door locks? No problem. Expecting your workers to happily learn the ropes of a new FSM app? No, thanks.
The simple truth is, that if you struggle to implement or train your team on how to use a new solution because it’s too complicated for self-service, it’s likely you’re going to stop using it even before getting started, or even worse – become a “gym member” where you keep paying for something you hardly ever use.
That said, when your FSM solution of choice comes with easy onboarding, easy implementation, and easy training – you know you’re much more likely to justify your investment, make the most of it, and as a result – scale with ease, and crush your KPIs for success.
The science behind keeping it simple
G2 ranked Workiz #1 in usability and their customers couldn’t agree more. But what are the top four ingredients of high usability, and how can it turn field service providers from a mom & dad shop into a well-oiled, steadily growing operation?
G2 Usability Scores Chart
Clear & friendly interface
The simpler the UX – the better. This can include a single screen (instead of a lengthy list of hidden settings), bright colors, large fonts, and big buttons. But this is not to say FSM solutions should be dumbed down to cater to a non-tech savvy audience. It’s about proven tactics for maximizing usability.
Field service teams couldn’t be bothered with additional work that’s not directly related to their trade. For them, it’s about getting the job done and moving on to the next. They take pride in what they do, and the last thing they want is to sit down for confusing training sessions on a complicated system that only adds complexity to their already busy schedule.
Workiz app allows them to hit the ground running with zero training. They get notified about new jobs, can prioritize their appointments, get relevant info about their customers before arriving onsite, send out estimates, log their work hours, and even get paid with ease.
Workiz Users Self-Setup
30% of companies using Workiz don’t need any help in getting set up. In other words, FSM solutions that are easy to understand, implement, and use – can eliminate psychological barriers and dramatically boost cross-team usage.
Customization & transparency
Customers in the US have different expectations in the post-COVID era compared to before. They expect service providers to be like Home Depot, Lowe’s, Sears, or Amazon – in the sense of constant status transparency and zero wait time.
In the hyper digital world we live in now, customers demand to know the status of their booking at any given time, know the technician’s name before their appointment, know how much they’re paying this time compared to the last, etc.
With Workiz, customizations are made simple by design, to ensure customers have full access to everything they need to know, wherever they are and at any time.
A dedicated client portal (branded with the company’s logo) allows end customers to easily access their history, upcoming appointments, and payment status. It also records every action, whether a custom document, proposal, estimate, invoice, payment, or status, enabling the customer to request a call back or book another service.
Full transparency brings down the anxiety level on your customers’ end, and allows you to offer the best, most timely and attentive customer service possible.
Customized phone routing rules can include automated text messages, automated booking, and offer callback options when needed.
And lastly, forms customization allows you to add fields on the fly for easy tracking or prioritization, such as the model numbers of installed AC units. Alternatively, businesses can customize forms to track at which stage of work certain components need to be validated using a live timeline.
Automation – The secret sauce to a lean & mean service machine
When field service companies grow – usually beyond their 5th employee – business owners begin to find that the breadth of data they’re dealing with, scheduling complexities, and surging volumes of phone calls — prove to be a major headache.
But instead of hiring dedicated employees to take on more responsibilities, FSM solutions with smart automation widgets can offer a much more efficient and cost-effective alternative and save over 20 hours a week.
Call automation
Can save businesses plenty of time and money by freeing employees to do their actual job. Workiz offers a built-in VOIP system with a smart IVR menu that requires a maximum of 2-3 training sessions (instead of 3 months of onboarding like other phone systems).
Call automation is based on predefined rules. For example, if a call went unanswered, the customer can get an automated text saying “Sorry we missed your call, but no need to wait. Here’s a link to book an appointment”. A straightforward rule with the power to generate a lot of revenue with little to no involvement on your end.
Email automation
On average, conversion rates after sending customers an estimate stand at around 10%-15%. However, there’s a bullet-proof tactic to juice up that rate. Three days after sharing an estimate, send out an automated email along these lines:
“Hey XXX! Thanks for having us over to chat about your kitchen remodeling options. Just wanted to see if you have any questions about some of the line items we’ve discussed or what to expect in terms of project timeline.”
Set up this simple email to fire out to all potential customers, making them feel seen and valued, and your conversion rates are likely to double.
Conversion rates
Automated job prioritization
In the case where a technician has five jobs lined up for the following day, the Workiz app can calculate distances and recommend rescheduling options to enable shorter trips. After the customer is notified and confirms they’re happy with the newly suggested time, the technician’s schedule is updated accordingly.
Hassle-free, one-click integrations
An integration with 3rd party backend systems like QuickBooks is undoubtedly an operational must. When that integration is quick and easy, that’s one of the strongest indicators for a hiccup-free setup and a seamless operational success.
Workiz offers the ability to divide P&Ls, separate classes based on job fields, or reconcile credit card payments. That means there’s no need for accountants to manually reverse engineer payment batches to try and make sense of it all.
The Workiz app allows all transactions to be associated on the spot, deduct expenses for credit card fees, and even reconcile entire deposit events within QuickBooks. And when you’re a bookkeeper, this capability by itself is nothing short of a life saver.
Automation can revolutionize small to midsize operations, where business owners are drowning in manual work, missing out on job opportunities because they’re not always available on their phone, or struggling to scale their business because of budget or manpower limitations.
The bottom line
Most field service providers have mastered their craft, they love their trade, and built their reputation over years of hard work and dedication. Ideally, most would rather continue doing just that.
The problem starts, however, when business owners want to grow their company to 5, 10, or 15 employees – without having to sit behind an office desk, staring at an Excel spreadsheet.
User-friendly, no hassle FSM solutions like Workiz empower trades people to grow into business people, without having to compromise on their customer service, or blow their tight budget on additional staff.
Looking for a FSM solution? Make sure it assimilates effortlessly into your business, instead of making your business bend backwards to try and fit it in. Get started with Workiz for free and see how you can revolutionize your field service business.
