HomeResourcesBlogHow intelligent field service software can benefit your business
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How intelligent field service software can benefit your business

By Heather Jonson December 30, 2021

A typical day for a field service company is, in reality, anything but typical. From emergency customer work orders and cancellations to overlapping assignments and making sure the right person is sent to the right job, field service companies have to be ready for anything. Especially in the face of seasonal fluctuations, competition, and pandemic-related challenges.

"The schedule they start out with at 7:00 in the morning is going to be completely different than what they end up with at 4:00 in the afternoon." - Jon Young, Product Manager at Verizon Connect

One way for field service organizations to overcome management uncertainties and lessen day-to-day stress is to embrace technology that streamlines operations. To better understand how field service organizations can use technology to confront challenges head on, I spoke with Jon specifically about the need for a field service management system and how Reveal Field can benefit users.

Q: Why do companies need field service management software?

A: Technicians and dispatchers are the lifeblood of any field service business. Based on our research, we found that many companies are using traditional means to manage their day-to-day operations. With continuous cancellations and overlaps to tackle, a lack of service management software can create significant inefficiencies.

With a field service management solution, companies don’t have to depend on the memory of a dispatcher, or manual processes and paper logs, to manage service calls or make schedule updates. Technicians can just focus on the job, knowing everything they need to know about their day will be automatically updated in the software platform, including changes to assignments.

Q: How does Reveal Field service management software benefit businesses?

A: In speaking to our customers, they’ve been able to improve day-to-day worker productivity and end-customer satisfaction from using the simple scheduling and dispatch capabilities found in our Reveal Field software. In particular, the smart scheduler lets dispatchers and managers locate the nearest technicians at a glance in order to easily reshuffle assignments in the event of a cancellation or emergency. Technicians can see changes in near real-time, making for a smoother workflow and greater ETA transparency for customers.

Customers have also shared with us that the job creation process is simple and fast, just like getting the software up and running in the first place. And, because Reveal Field integrates fully with our already-established product called Reveal, it makes it easier for field service companies to manage all facets of their mobile workforce — vehicles, job assignments and technicians—from one interface. This allows the software to act as a “control room” for all aspects related to a company’s mobile workforce.

Q: You mentioned it's quick and easy to get Reveal Field up and running. Can you walk me through the process?

A: It really is intuitive and straightforward. To get Reveal Field up and running, a GPS tracking unit is plugged into each vehicle in the fleet. Reveal Field is then automatically integrated into the Reveal platform on all devices used by the workforce, including tablets, PCs and smartphones. All field service company employees can then access the software platform on the go.

Although the solution is straight-forward to implement, we also make comprehensive training available for all users. Users can reference our quick-start guide, available through the software dashboard, to walk through it on their own and self-troubleshoot. We also offer additional self-learning and educational materials, including e-tutorials and live or pre-recorded videos, in our Help Center.

For users who want more personal onboarding, we have dedicated technicians that can walk you through step by step, provide specialized training and answer any questions. This includes dedicated field training available weekly in a user’s local language.

Q: In your experience, which features do the customers enjoy the most?

A: Our customers appreciate the smart scheduler, as it can make suggestions on who should handle an assignment based on technician skills or technician location. This feature tracks which workers have visited a particular customer the most, making it easier to reassign the same technician to the same customer, especially if the customer requests him or her. 

Customers also like that they can see all notes, photos and job history in the smart scheduler. This includes the ability to import job history information that occurred before Reveal Field was in place, as well as access a variety of data from initial install to when a warranty expires, in order to provide a better customer experience.

In addition to smart scheduler, our customers have shared that these other capabilities are very helpful:

Q: Can you highlight a few key benefits of Reveal Field for dispatchers, owners, technicians and end users?

A: This solution is designed to give field service companies more time in the day. They can respond to change easily and quickly. If there is an emergency, they can see where a technician is, what jobs he or she is working on, and assign accordingly. This cuts down a lot of time spent on calls. 

Reveal Field aligns with a number of unique needs for dispatchers, owners, technicians and end customers. For dispatchers and owners, this includes:

  • Automated scheduling and dispatch
  • Intelligent scheduling recommendations
  • Easy customer and job creation
  • Smart notifications, including delays and ETAs
  • Job status monitoring on scheduler plus the live map feature
  • Proof of service data
  • Customer experience reviews

    Field technicians can utilize:

    • Visibility of dispatched jobs
    • Capture proof of service data, including notes, photos and signatures
    • Near real time status updates
    • Capture travel time and time spent on site

    End customers are able to:

    • Receive simple notifications, including job bookings and reminders
    • See last mile notifications, including delays, ETAs and technician IDs
    • Submit reviews
    • Reschedule jobs

    Q: Since dispatchers are such a critical part of a field service company’s ecosystem, can you go into greater detail about how Reveal Field specifically makes their lives easier?

    A: In the Scheduler tab, dispatchers can view every technician to see which workers are assigned to which vehicles and jobs. Then, by simply clicking on a vehicle in this tab, dispatchers can be taken to a live map view, called the vehicle balloon, that is zoomed in to the particular vehicle, providing all of the data about that driver in one easy-to-use dashboard.

    Once a job is dispatched, field service technicians receive a near real-time notification on their tablets or smartphones via the mobile app, where they can see that they’ve been assigned to a job and what the details are around that job. And once a technician clicks on the notification, the dispatcher gets an alert that the job message has been read and that the new assignment has been received.

    Dispatchers can also utilize the live map in Reveal to “group” lists and job tasks. This means that if a company has multiple dispatchers, one dispatcher can monitor his or her list of technicians and another dispatcher can have a separate list of technicians or current jobs that are in process. Multiple dispatchers can see what’s pertinent to their job tasks without having to scroll or rearrange within the tab.

    Q: Is there anything else you’d like to share about how Reveal Field can transform field services business operations?

    A: In the current reality, it’s more important than ever for field service organizations to remain agile and respond to changing conditions. Reveal Field helps them do just that. For example, a technician might unexpectedly test positive for COVID-19, and has to be pulled from the schedule last-minute and for an extended period of time. The drag and drop nature of Reveal Field makes it easy to rework the schedule for days or weeks to come, and automatically notify the entire team right away.

    In addition, some field service companies have been more significantly impacted by pandemic supply chain issues than others. Should organizations suddenly face a shortage of materials that requires them to reschedule or postpone jobs, Reveal Field makes it easy to notify both workers and customers and help plan an updated workflow.

    Is it time for your organization to combine scheduling, dispatching and fleet tracking on one fleet management system? Learn more about what Reveal Field from Verizon Connect can do for your service fleet, and how to add it to your Reveal platform.

    Heather Jonson

    As Verizon Connect Content Strategist, Heather's mission is to create content that helps on-the-go business owners and fleet managers realize the benefits of digital transformation to drive their business forward, keep their teams productive and safe, and provide outstanding customer service.

    Tags: Dispatching & Scheduling, Field management, Data & Analytics, Fleet utilization, Productivity & Efficiency, Routing, Team Management, Training

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