How Digital Work Order Management Is Taking Service Delivery to the Next Level


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From job creation to invoicing, each work order needs to be completed in a timely and efficient manner. If they’re not, jobs can experience delays and customer satisfaction levels can drop. The most effective way to ensure good job management is by digitising your tasks. With Field Service Management Software, your entire work order process is automated. Allowing the creation, completion, and reporting of jobs to be instantly and easily managed.

Track, Monitor, and Set Each Work Order

Similar to the job management cycle, a work order lifecycle stems from job creation and scheduling. Eventually finishing with invoicing and reporting. Digital work order tools allow you to track and manage all job data in one place. Meaning there’s no need to rely on paper-based systems, whiteboards, spreadsheets, or emails. Instead, all job information is accessible to staff from one centralised dashboard.

The work order lifecycle

Having one central system to store management data has several benefits. Such as instantly sending job information to engineers in the field via a cloud-based app. As opposed to meeting them on-site at an office or emailing to a shared inbox. Other benefits of digitising the work order management process include:

Dispatching the Right Engineer

Whether a recurring job or a newly assigned one, sending the right engineer is key. This comes down to technician skills, location, and experience. With a digital system in place, this is a decision that can be made easily and instantly. You’re able to see real-time location data and the skill sets of workers in the field. Helping you to match the right engineer to the right job. By doing so, workers are more likely to achieve a first-time fix.

Using a Work Order Mobile App

Mobile technology has maximised the output of service delivery in recent years. By equipping mobile workforces with mobiles, field workers have all the data they need to complete a job. By using a dedicated cloud-based work order management app, field workers can:

Creating Reusable Templates

With a dedicated service management tool, you’re able to create reusable work order templates. In just a few clicks, a pre-defined and professional-looking template can be generated. Allowing an engineer to have all the information they need when attending to a job. Templates typically include:

  • Location
  • Equipment
  • Deadline and SLAs
  • Time taken
  • Prioritisation
  • Checklists
  • Customer details

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Automate Preventative Maintenance Work Orders

Both predictive and preventative maintenance tasks are common in the field service sector. Regular maintenance is carried out to avoid unplanned downtime and large repair costs. But, as important as recurring maintenance tasks are, they can still be forgotten about. Especially when using paper-based or manual methods.

A digital work order tool, however, ensures preventive maintenance tasks are kept scheduled. It makes sure that recurring jobs are scheduled on a monthly or yearly basis. Whilst also ensuring that the right inventory and spare parts are available on the day. As well as having all tasks attached to the job, such as checklists and SLAs.

Real-Time Work Order Status Updates

Using a dedicated mobile system, you’re able to receive real-time work order updates. These updates display various data that is input by engineers working at a job. This allows you to have complete visibility of each job. Whilst also alerting you to any job that is delayed, giving you prior notice to warn clients.

Typical delays to work orders include engineer unavailability and missing equipment. But, these are two factors that can be avoided with the use of a real-time management system. Engineers can ensure spare parts and equipment is in stock with live inventory management.

By using IoT-enabled devices, such as GPS trackers, you can also track workers in real-time. This helps to ensure that the right engineer is dispatched to the right job. By making sure they can reach the job site in the right amount of time. This is also data that you can provide to customers, so they can track the work order lifecycle. Helping to improve customer satisfaction (CSAT) and first-time fix rates. Service providers that hit 90% CSAT scores can increase their revenue margins by 30%.

Improve customer satisfaction (CSAT) and first-time fix rates

Job and Engineer Performance Reports

To keep on top of and improve your work order management, you need data. Job data includes reports such as engineer performances and job completion rates. All of which are intended to help boost the overall delivery of services to clients. Data can be collected on each job, as well as each engineer and technician. With the right data, you can generate reports on a field worker’s performance. These consider factors such as:

  • Time-to-completion rates
  • First-time fix rate
  • Customer satisfaction scores
  • KPIs targets

Each report lets you know the current state of your field service operations. This enables you to set targets and track performance. All in a bid to improve and maximise your work order output.