Customer service begins with communication. Customers like to know what to expect. From costs to arrival time for service right down to how long a job is likely to take, the more they know, they more they tend to trust and respect the company providing them service. This is where a smart work order tracking software package can come into play.
Why Employ it?
Work order tracking software comes in a variety of configurations, but the best and smartest combine a few features that are critical for fleet- and service-based companies. Available for use on desktop computers and by workers in the field via smartphones and mobile devices, this type of program simply opens the doors for communication between your management, your field workers and customers.
When a good package is put into action, companies will find they don’t have to spend a lot to get a lot. In fact, some of the very best packages have free options that enable companies to set up different user groups and users to track different phases of a work order as it’s being completed.
Features that Matter
Work order tracking software enables project managers, field workers and customers to stay on the same page by offering such features as:
- Customer history data – Making sure field workers know exactly what’s involved in a call, past customer history and any current quotes for work is critical. A good package will enable employees in the field to easily access and update these things.
- Job clocks – This feature enables an employee on the scene to estimate the time required to complete a job. This enables project managers to see the information and plan accordingly. It can help immensely with future deployments for the field worker.
- Customer SMS – Have the instant ability to reach out to customers to let them know a field worker is en route, anticipated completion information, arrival of parts and so on is important for keeping communication open and expectations managed. A good software package will enable this easily.
Companies don’t have to go to great lengths to deliver great service. They just have to do what they do best while relying on smart technology to help them manage the rest.
