You have finally made the move and upgraded to a
field service management software. You have spent a lot of time and money choosing the right software, working with your solution provider to make the implementation and transition a smooth one, and testing your software before going live. Your technicians in the field can now access and log real-time information on their mobile device from wherever they are working. Unfortunately, just because updating field service information can be done from anywhere doesn’t mean it is being done. Overcoming poor technology adoption can be a major hurdle for many companies in the field service business. In order to get the most value from your field service software, you must get your field technicians on board with mobile software.
Here are 5 steps to create a team of eager, tech-savvy field technicians:
1. Open communication and transparency:
When implementing software across an organization, one of the biggest roadblocks to adoption and success is the lack of transparency. Therefore, the first step is to make sure that mobile field service system selection and implementation isn’t a surprise to anyone. It is critical that you explain the value – the reasons why you need this software and how it benefits them. This will encourage them to invest the time and energy into becoming tech savvy.
2. Include your techs in the process:
While it’s tempting to include only the IT department in choosing a mobile field service system, you need to include the actual people who will be using the system – the field techs. Ask your service manager or a senior technician to sit in on software demos. He will have valuable insight into what the technicians need on a day-to-day basis. Also, consider allowing your field technicians to be part of the implementation phase. Letting them see the software in action and raise any questions or concerns they have before you go live will help them feel like they were part of the process. By making sure that you understand the concerns and requirements of your mobile field service personnel, you’ll stand a much better chance of choosing a system that they look forward to with anticipation rather than trepidation.
3. Get influencers on board:
In the early stages of the launch, focus on getting a few influencers fully invested in the new technology, so they can coach and encourage others on how to use the tools properly. Make sure this group has good communication and networking skills. These influencers can become ‘power users’ who will be the software experts. They will come to know the product inside-out and be the go-to people for anyone in your company who has questions about it.
4. Schedule training often:
In addition to including the team in the selection and getting them on board early, make sure you schedule frequent training sessions. Weak training leads to weak adoption since your field staff won’t know what to do with the mobile field service system. Schedule training and make sure you have several experts trained who can troubleshoot problems and provide on-the-spot training as needed.
Incentives to succeed are proven to work in every industry, even field service. Whether it’s a party, a bonus, an extra day off – if you offer them an incentive to use the software, they will be more inclined to do so. For example, “If we document every job with photos during April, we’ll all go to a ball game with an open bar”.
There’s no magic potion for turning your field techs into software wizards. Most of your veteran technicians have been doing their job a certain way for their entire career. Introducing a new system without the proper preparation can create a steep learning curve and a lot of frustration. While some techs might be tech-savvy, others may not. And in order to really get the full value from your field service management solution, you need everyone on board – all technicians using all the features, allowing management full visibility across the organization and empowering them to make better decisions.
Ultimately, what makes someone tech savvy is a willingness to put in the effort to learn. If you can demonstrate the value of the new technology and back that up with training, support and an incentive – your company will soon be filled with not only service experts, but software experts as well.
If you are considering implementing field service management software, working with a knowledgeable experienced partner like FIELDBOSS can help ensure a successful transition and user adoption. Contact us for more information.