Streamlining the Management of Gas Engineers With Field Service Tools

Whether the goal is to increase customer retention rates or maximize delivery output, the efficient distribution of services is essential for gas engineering companies. Particularly when it comes to servicing central heating systems, installing boilers, and ensuring gas safety. But, with the majority of gas engineers working remotely for both domestic and commercial purposes, the process of tracking and managing workers in the field can be challenging. Luckily, that’s where a Field Service Management Software for gas engineers can help.

Why Cloud-Based Tools Are Important
for Managing Your Gas Engineers

Utilized by operations managers, field workers, and even customers, cloud-based management tools provide the necessary capabilities to elevate a business’s delivery of services. Whether specializing in installations, servicing, or reactive callouts, Field Service Management Software works to improve the overall efficiency of managing in-field engineers.

Contributing to the projected 1.87 billion mobile workers, gas engineers play a crucial role in the ever-expanding service sector. Trained engineers are on hand to deliver services to customers in the form of domestic and commercial callouts as well as planned maintenance and fixes for various gas appliances. Which, with an average of 1.7 million boilers being installed each year and 21 million being serviced, is essential.

To compete in a populated marketplace whilst also generating revenue, gas engineering companies expect a good return on investment from their field engineers. Requirements can include:

  • High job completion rates
  • Exceptional customer satisfaction scores
  • Minimal delays to jobs
  • Good customer retention rates

Essentially, the key to businesses achieving all of the above is through the use of cloud-based and automated field service tools. Although software solutions were only common in larger mobile operations like utilities and healthcare, greater accessibility has ensured that they’re a must-have for all field service providers. With the right field service tools in place, gas engineering companies can begin to reap the benefits.

Better Decision Making

Field Service Management Software enables both field managers and engineers to benefit from an all-in-one job management tool. This means all customer entries are received through one centralized system, allowing supervisors to be more efficient with job scheduling. As well as providing workers with all the information needed to make better decisions when carrying out a job.

No More Paperwork

The use of mobile devices, such as smartphones and tablets, means gas engineers don’t have to worry about paperwork. Instead of cluttering up workspaces and misplacing essential documentation, all information is stored on a cloud-based app. That includes customer details, maintenance history, installation manuals for central heating systems, gas safety certificates, and invoices.

Dynamic Scheduling of Gas Engineers

By utilizing tools such as real-time tracking and job management, field operators are able to optimize and improve their scheduling processes. They’re are able to reduce job delays by locating and assigning the nearest technician. As well as making sure the most qualified gas engineers are assigned to high-priority tasks, such as reactive callouts.

More First-Time Fixes

Having access to a centralized system allows workers to check spare parts inventory levels, read boiler manuals offline, and generate gas safety certificates all from a mobile device. These are just some capabilities that improve an engineer’s efficiency and productivity when in the field and can eventually lead to a higher percentage of first-time fix rates. With businesses achieving a customer retention rate of 86% with a 70% first-time fix rate, it’s essential to ensure a customer’s problem is solved at the first time of asking.

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The Challenges of Manually Managing Your Gas Engineers

With 52% of businesses opting to manage their field service processes via spreadsheets and whiteboards, it’s not uncommon for gas, heating, and plumbing providers to follow suit. For instance, a typical approach to manual field service management can involve:

  • Supplying engineers with job locations
  • Updating customers on an engineer’s arrival time
  • Updating job statues on a spreadsheet
  • Emailing invoices and gas safety certificates to customers
  • Waiting on payments from customers

Not only can manual processes be time-consuming, costly, and harmful to a business’s delivery of services, but they can also present a range of challenges to both field managers and gas engineers.

The Challenges of Manually Managing Field Workers

Problems Dispatching Gas Engineers

When it comes to scheduling and dispatching engineers, service providers must do so in the most streamlined and efficient way. But, when operating without the use of automated tools, this can become an issue.

For instance, a field manager might be assigning their engineers via the use of an office whiteboard. Not only does the lack of real-time data make this challenging to know when a job is complete, but it also means engineers have to travel back to the office and see where their next job is.

A manual approach to dispatch can also blur the lines between knowing which engineers are qualified to be assigned the right job. One technician might be more adept at performing regular boiler checks, whereas another engineer may specialize in ensuring gas safety and compliance.

No Tracking Data

Being able to collect data in real-time opens up many opportunities for field service providers, including:

But, although workers may be equipped with mobile devices, having no access to a cloud-based tool means there is a lack of real-time data. From tracking engineers to sharing a centralized dashboard, without real-time capabilities, both field managers and remote workers can suffer.

Lack of Job Information

Having access to offline data is key to providing customers with a first-time fix, which is essential for improving a business’s customer satisfaction scores. This data is crucial for completing a job. But, without the right information on hand, a job’s first-time fix rate can suffer. In fact, if a job isn’t completed at the first time of asking, customers face an average 14 day wait.

The importance of More First-Time Fixes

What Tools Should Your Gas Engineers Be Equipped With?

Finding the right field service management solution is essential for any gas and heating service provider. Particularly if they wish to meet their goals of achieving higher customer retention rates and generating more revenue. But, in order to do so, they need to provide supervisors and engineers with the right tools.

Real-time Job Tracking

With over 35 billion IoT (internet of things) devices predicted to be in use by 2025, the field service industry is a sector that can benefit from this technological involvement. One major benefit is the ability to track engineers in the field. Through tracking tags such as GPS trackers, supervisors can:

  • Be updated on job status and progress
  • See how many hours an engineer has worked
  • Track vehicles and plan optimized routes

Businesses can also provide logins to cloud-based apps for their customers, too. This allows them to see when an engineer is arriving, their contact details with an identification photo, and if they’re on the gas safe register.

Shared Customer Portal

A popular feature of any cloud-based management system is the ability to upload information to a centralized dashboard and share it with a team. This is no exception when it comes to Field Service Management Software for gas engineers.

When in the field, engineers have access to customer details, job requests, work schedules, and job sheets. This eliminates the process of having to contact office-based staff to request data, resulting in delays.

Offline Access

Although engineers may be supplied with their own mobile device, they’ll still require a network connection to be able to access data. But, that’s not the case with an offline access tool. Through a dedicated app, workers can have offline access to:

  • Site notes
  • Inspections and surveys
  • Inventory and spare parts tracking
  • Asset and service histories
  • Appliance photos and videos
  • Knowledge bases

Digital Documents

Relying on paper documents or manual input methods such as spreadsheets can lead to misplaced information and data errors. Instead, a field service tool can be used to digitally convert all documents via an engineer’s mobile device.

Whereas workers would typically be sending quotes via email or having supervisors chase customers for unpaid invoices, data can be collected and actioned straight away. This can also relate to other documentation, such as:

  • Maintenance and survey checklists
  • Gas safety certificates and compliance forms
  • Customer signatures

Boiler Service Reminders

A tool that is solely focused on gas engineering processes is the ability to automatically schedule annual boiler services. This works as an auto-renewal and reminder process. Once a technician has serviced a customer’s boiler, that data is input into the system and a reminder is created to perform another service in 12 months time.

With over 700,000 boiler-related incidents that include gas leaks and carbon monoxide poisoning in 2015 alone, providing regular services to gas appliances is essential.

Equipment Integration

A feature that will come in handy for a majority of gas and heating field workers is the ability to connect external devices. For instance, most engineers will get readouts from gas analysis equipment that are used for various documentation. With an integrated field service management tool, these readings can be automatically logged in to an app and added to a boiler’s gas safety certificate or compliance form.

Factors to Consider When Choosing FSM Software

It’s important to remember that not all gas and heating service providers have the same goals or requirements.

For instance, a larger gas engineering company that has hundreds of workers attending multiple locations will have a preferred focus on real-time job tracking. Whereas a smaller operation of fewer than 10 engineers will want to optimize their scheduling and ensure workers are available to customers at all times.

So, when it comes to choosing the best Field Service Management Software for your team, there are a few factors that must be considered.

Does the Product Match Your Requirements?

Before diving into the marketplace of software for gas engineers, it’s important to highlight what your goals are and what ROI you expect from a cloud-based tool.

Is your goal to increase customer retention rates by improving first-time fixes? Or, with 45% of mobile workers wasting significant time due to outdated and inaccurate information, is it to increase the efficiency and productivity of your engineers.

This is also a good stage to make a list of what features are essential to achieving your goals and which aren’t.

Can Engineers Be Easily Trained?

Unlike spreadsheets which, although error-prone and often unproductive, are a familiar sight for most employees, a new cloud-based system can take a while to learn. Sending your engineers on a crash course to understand a new tool may not be feasible, particularly if you only have a small team. In this case, be sure to see what training aids a vendor offers. It could be videos, online tutorials, or evening classes.

Another key factor is to try a demo of the product before making a purchase. As most software vendors provide free demos, this should be relatively easy to find. By accessing a trial of the product, you can understand how difficult or easy it is to use. As well as gauging how long employees will take to learn the new system.

Does the Product Cater to Smaller Gas Engineering Companies?

As field service providers were typically seen as larger operations, software vendors built their products with enterprises in mind. But, as cloud-based tools have become more accessible and affordable, smaller operations have thrived. Such as window cleaning and pest control services. This means that there are tools that now build their features with smaller field service teams in mind.

For gas and heating businesses with less than 10 field engineers, it’s important to understand if a software vendor can provide the right features for you. Do you need a tool to focus on offline access that provides engineers with data on the job? Or, with 52% of small businesses concerned about unpaid invoices, do you require a tool that makes it easier to invoice customers while on the job?