Even if your field service operation is a small business, there still might be “silos” within it. One person might focus on scheduling, and another might focus on bills and invoices. Small, family-owned FSOs can have silos – separate departments -- just like enterprise-level companies can.
Because of this, sometimes it’s confusing to FSO managers that a program like Quickbooks -- which is for financial and accounting management -- is important to service technicians.
But it is! And here’s why.
When a service technician goes on a call, he or she has a lot to manage. First and foremost, whatever the problem is needs to be fixed or repaired. That has to be done to keep the customer happy. On top of that, the technician needs to display a high degree of customer service. He or she needs to engage with the clients, listen to them, and even discuss other options with them (maybe up-selling some of your other service offerings). Finally, there’s billing.
The billing stage is sometimes overlooked in the process because billing doesn’t have to occur at the client site. It could occur later, of course.
But many clients like the option of paying their invoices right after the work is done. Everyone is busy, and waiting to pay only adds a tier of responsibility for the client. If the work is done and the problem is fixed, many customers will just want to pay their bills right then.
There are two things that can happen at this stage, typically:
- You use an integrated Field Service Management system and it’s relatively easy for the technician to bill the client right there.
- You don’t use an integrated system and it’s hard and time-consuming and ultimately the technician leaves without billing the client.
Consider the second bullet point for a second. In this situation, the technician did everything right. He or she fixed the main problem, provided good customer service, and engaged with the customer. And now, through no fault of his or her own, the technician is leaving the site with a slightly unhappy customer. The customer couldn’t pay, so that’s another thing he or she needs to manage down the road.
This is why Quickbooks (or another financial system) integration into your FSM software is crucial. You don’t want your technicians to do everything right on a job and still leave behind unhappy customers. You want the whole process to be seamless. You won’t hit that goal every time out, but it should be the goal every time a technician is dispatched anywhere.
FSM software benefits your business by integrating the different areas of your business, from billing to scheduling to inventory to workflow management. But it does cost money to buy FSM software, yes.
Rather than keep telling you about the ROI of it, let’s show you. We work with a company in California called Leete Generators. They are, somewhat unsurprisingly, a generator company. Maybe you’re an HVAC company, or an electrical FSO. It doesn’t matter. You will still see the ROI of FSM software here.
How? Download our look at what Leete Generators did with FSM and how that helped the company grow. You’ll see specific numbers and features that it utilized. If you have questions about this could apply to your business model, definitely reach out. We love helping small business FSOs achieve similar types of success as Leete did.