The bane of most service departments is the manual creation of job sheets on-site, losing them and or getting them back into head office to be entered into an accounting system so invoicing can take place. Typically there are also purchase requirements that need to be linked to jobs and customers notified when items come in so the job can be completed.
The use of electronic service sheets provides service teams with a competitive edge. Capture of service information into a single database allows for linking direct to the Job (initial Inquiry), issuing of time and materials directly to the job, enforcing compliance such as risk management and capturing customer signature.
Modern mobile systems also allow for the capture of multiple job notes, drawings and photos which assists in the creation of invoices and provides protection to you and your staff if any issues arise around quality control. Furthermore, purchasing requirements can be triggered directly from the field service sheet and grouped with all other material supply requirements.The flow-on effect of an electronic service sheet is:
- If a job requires multiple visits, multiple service sheets can be linked to a single job providing traceability of technicians and enforcing compliance each visit.
- Allocation to the job of time and materials allows for faster invoicing as you are not waiting for manual service sheets to be returned to the office and entered by a service support team member
- Less errors as labour codes and item codes are pulled directly from the data base rather than interpreted by a data operator entering service sheet details
- Payroll flows directly from the timesheets created by the service sheet
- Improved safety and safety audit compliance through inbuilt risk assessment
- Less client disputes regarding condition of equipment being worked on as photos can be taken and linked to the job via the service sheet
- Customer asset (equipment) details and customer contact details updated within the service sheet providing valuable data to recall later for marketing, future servicing, future scheduling, and improved customer service
- Timely invoicing as remote data synchronises as often as required
- Streamlined purchasing process
Addressing all the issues discussed here will not be relevant to all service based businesses.
For some, costs will not be important; however using technology to improve customer service by allocating technicians effectively and planning future jobs will be.
For other service businesses that have grown without implementing controls, costs will be important as will putting controls in place to ensure pricing is correct, minimum margin is maintained and historical costs analysis is available to assist in future quoting.
Technology plays a key role in any effective service team which means finding the right solution for your service team is paramount to the success of your business.
Consider the following:
- Have you outgrown your accounting system?- Is there an add-on solution you can "bolt" on to provide the functionality you need?
- Are you over- using spreadsheets?
- How much time are you spending coupling systems together such as your accounting system and Excel spreadsheets?
- Can you save time by using technology better?
- Do you have the right staff to implement technology within your business?
- Are your existing processes documented?
- Have your processes changed?
- Do you have enough controls in place?
We have seen numerous examples where businesses have purchased technology that sits in the corner of a room because they either failed to implement itor failed to invest adequate time in training. ; The net result is that the technology has not been fully utilised.
We have also seen instances where incorrect staff where in key roles during implementation resulting in failure to implement
We have also seen many instances where appropriate, well-implemented technology, has made a significant difference to a business resulting in
- Productivity improvements
- Less stress
- Increased profitability, and High customer service levels.
Managing change, good planning and sound internal policies and controls are all key ingredients to a successful technology change.
Engaging with a business process consultant is a good way to have your existing business processes assessed and, where necessary, documented. This will then put you in a good position to consider what technologies would suit your processes and give you a benchmark against which to assess suitable vendors when seeking demonstrations of their products.
Take the time to consider the impact technology change will have on your team, both good and bad. For example consider your perception of freeing up a team members time against their perception of what that additional capacity might mean.
Business owner's perception - 'Allow me to leverage more time on them to do other things I need done. Team member's perception - 'I might be made redundant!'
Failure to communicate your objectives to your team can result in negativity towards the project.
Last of all, you need a business owner who can lead. It's vitally important you put together an implementation team that includes the business owner and key team members. Plan the implementation, document the changes in process and support implementation staff during the process.
