Field service management (FSM) is the process of overseeing and optimizing the organization’s workers, equipment, service, and operations out in the field. It incorporates processes like assigning and scheduling work orders, dispatching workers to new assignments, communicating with field workers on the job, managing product inventory, and collecting data from the field.
At toldright, we know how to support FSM teams.
In today’s competitive business environment, FSM is more important than ever. Businesses that can effectively manage their field service operations can improve customer satisfaction, reduce costs, and increase efficiency.
We have found that one way to improve FSM operations is to create a custom video library. Toldright’s custom video library solution can help businesses to:
- Save time, money, and disruption costs while increasing customer satisfaction
- Resolve common and recurring issues without the help of a provider (on the first call)
- Reduce your costs per ticket
- Shorten customer downtimes
- Improve customer satisfaction
- Reduce truck rolls & costly 2nd and 3rd customer calls
- Convert knowledge transfer to skills transfer
How does a custom video library work?
A custom video library is a collection of videos that walk field service technicians through the steps of troubleshooting and repairing common problems. The videos can be accessed by field service technicians on demand, either on their laptops, tablets or mobile devices.
The videos in a custom video library are typically devised to be clear, concise, and serve as an easy-to-follow troubleshooting tool. They should also be updated regularly to reflect new products, technologies, and procedures.
What are the benefits of a custom video library?
There are many benefits to creating a custom video library for FSM. Some of the key benefits include:
- Save time and money. Videos can help field service technicians to resolve problems more quickly and easily. This can save businesses time and money on labor costs, travel expenses, and parts.
- Improve customer satisfaction. When customers experience a problem, they want it resolved quickly and efficiently. A custom video library can help to ensure that customers’ problems are resolved on the first call, which can improve customer satisfaction.
- Reduce costs per ticket. By resolving problems more quickly and easily, businesses can reduce the number of tickets that are opened. This can lead to a reduction in costs per ticket.
- Shorten customer downtimes. When a customer’s equipment is down, it can cost businesses money. A custom video library can help to shorten customer downtimes, which can save businesses money.
- Improve customer satisfaction. When customers’ equipment is repaired quickly and efficiently, they are more likely to be satisfied with the service they receive. This can lead to repeat business and positive word-of-mouth referrals.
- Reduce truck rolls & costly 2nd and 3rd customer calls. When field service technicians can resolve problems on the first call, it can save businesses money on truck rolls and costly 2nd and 3rd customer calls.
- Convert knowledge transfer to skills transfer. Videos can help to transfer knowledge from experienced field service technicians to new technicians. This can help to ensure that new technicians are able to troubleshoot and repair problems effectively.
A custom video library is a valuable tool for FSM teams. By creating a custom video library, businesses can save time, money, and improve customer satisfaction. If you are looking for a way to improve your FSM operations, consider creating a custom video library with toldright.
Here are some additional tips for creating a successful custom video library:
- Start by identifying the most common problems that your field service technicians encounter. These are the problems that you should focus on creating videos for.
- Make sure that your videos are clear, concise, and easy to follow. Use simple language and avoid jargon.
- Use visuals to help illustrate your points. This will make your videos more engaging and easier to understand.
- Update your videos regularly to reflect new products, technologies, and procedures. This will ensure that your videos are always up-to-date.
- Make your videos accessible to your field service technicians on demand. This means making them available online or on mobile devices.
By following these tips, you can create a custom video library that will help your FSM team to troubleshoot and repair problems more quickly and easily. This can save your business time, money, and improve customer satisfaction.
