The Ascent Field Service Blog

Field Service Tips and Information

Ascent Business Systems, Inc. is a leading provider of mobile software for the field service industry with over 25 years of experience helping small to medium sized businesses overcome operational inefficiencies. Ascent is currently in use by a wide range of businesses with revenues of $250,000 to $500,000,000 comprised of a multitude of service providers within the Trade, Technology and Capital Equipment industries. Ascent now services clients in every major service vertical and metro area in North America.

60 Point Mobile Solution Draft

Christopher Esselborn - Wednesday, September 02, 2015

Mobile Field Service Guide


Mobile Solution Title


Finding a new mobile service solution is a lot like shopping for a used vehicle—it’s really easy to end up driving off the lot in a great looking truck without ever really inspecting what’s under the hood. Sometimes that’s okay, but most of the time, you’ll end up getting burned—ask anyone who’s unknowingly purchased a lemon. Many of our clients, in fact, had made similar software purchases once or even twice before choosing the Ascent Mobile Solution. Unknowingly, they were promised mobile solutions that could do everything, but without the knowledge of ‘what to look for’ they were left with a service tool that did not meet their business requirements.


To help navigate you through this critical solution selection process we created a set of questions you need to ask your potential mobile solutions provider.


Note* these items weren’t created during a weekend meeting with the programming staff; they were developed from over 12 years of feedback from successful customer mobile solution deployments.


  1. What types of information will our technicians have access to in the field?
    In order to get the job done right, your technicians will need as much information about the job as they can possibly get. That means equipment history, work history and more. Beware of any solution provider that can’t itemize the service detail your techs receive while on the job.

  2. How much of my technician’s activity will be reported back to the office?
    The mobile solution industry made a fortune selling products on the idea of reducing the business paper trail, but you’ll want to make sure that you’re saving more than just paper; you’ll want to save time too. Make sure your mobile system automatically sends the technician’s activity-notes, detail, labor time, etc-back to the office so that you don’t have to do it twice.

  3. Does the mobile solution require a full time broadband connection
    Some of those consumers who unknowingly purchased lemons definitely wish they had asked this question. Imagine sending your technician out to a job with their brand new software installed on their brand new tablet. They arrive on site and fire up their new application only to discover that they can’t receive or send any job detail because they don’t have an internet connection. If any of your techs will be working in areas with ‘spotty’ or ‘limited’ connections, a solution that operates with or without a consistent connection is a must.

  4. Will the mobile solution enhance productivity
    Even the most attractive business solution is pointless if it doesn’t actually speed up and improve the way you do business. So the next time you have your solution provider on the phone, ask them what the solution will do for your business. Your provider should be able to take a paper ticket from your business and explain-in detail-how to increase your operational efficiency. Going further, a legitimate solution provider will always implement a pilot program with your business to iron out problems before completely launching a mobile solution

If you’d like a complete 60 Point List of Features that are necessary for mobile solution success, please contact us at sales@ascent-sys.com


Ascent Business Systems is a Sage 100 Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and AS Cloud for your customers and workforce.

The Service Glossary: Average Daily Work Orders Completed per Tech

Christopher Esselborn - Monday, April 20, 2015

 

    The Field Service Glossary

    This is the second installment in a series of short definitions for over 30 industry KPIs and how they are calculated. This particular KPI is very simple, but it is important to start with the basics. Over the upcoming weeks, the KPIs will become more complex, more meaningful and more beneficial.

     

     

    Key performance Indicators are measurements that evaluate how effectively an organization is achieving a particular activity or business objective. To select the right KPIs for your business, you need to know your business goals and you need to understand how to measure your progress toward them. 

     

    Week 2: Average Daily Work Orders Completed per Tech

     

    Definition: The total number of work orders closed by a technician per day.

     

    How to Calculate: Collect the count for each separate technician and divide their total by the number of days (weekly, monthly, quarterly) to better understand technician productivity. 

     

    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and the AS Cloud for your customers and workforce.

AS Mobile Stand Alone is coming fall 2015

Christopher Esselborn - Tuesday, April 07, 2015

 

    Mobile Field Service

     

    Enterprise resource management (ERP) systems can help with product planning, accounting & several other business activities, but they can’t help improve customer satisfaction—only service technicians can do that. That’s because technicians see customers on a regular basis, face to face. They do much more than just repairs; they act as representatives for their business so it’s important to empower them with the right mobile tools to the job done right.

     

    This fall, Ascent Business Systems is set to release a new version of the mobile service app, AS Mobile, that will allow techs to do just that and they’ll also have the ability to do so with or without an existing ERP system in place. AS Mobile ‘Stand Alone’ is set to feature the same robust set of service management tools; the ability to communicate work details, print paperlessly, video-conference colleagues, and accept payments directly from the field—all from within Microsoft Office Outlook.

     

    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and AS Cloud for your customers and workforce. 

Spring to the Next Level: 25% Off All Mobile Products!

Christopher Esselborn - Wednesday, April 01, 2015

    Mobile Field Service

     

    HURRY, THIS OFFER IS ONLY AVAILABLE UNTIL APRIL 30TH.

     

    Join the service industry's mobile revolution! It’s your turn to realize the significant ROI that other business owners are having by optimizing your operational performance and reducing your overhead costs with an Ascent mobile service solution.

     

    Ascent Business Systems, a leading provider of Sage 100 mobile service solutions with a perfect 11 year track record of successful deployments, now proudly offers two best of class mobile solutions: AS Mobile, a powerful app that is fully integrated into America's number one personal information management system, Microsoft Office Outlook; and AS Cloud, the real-time, web-based (cloud) app that securely transacts service information from any web browser device. Exceed your customers' expectations by providing your workforce with all the business critical information-customer, inventory, asset and warranty details-to transact and present service work in the most efficient method possible!

     

    It's 2015 and mobile devices are clearly here to stay. Its true and business owners world wide are trading in their whiteboards and paper-based systems for smart devices and software. Don't get left behind; contact us today to get 25% off your next mobile solution!

    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and AS Cloud for your customers and workforce.

     

    This promotional offer is valid until April 30th, 2015. Promotional pricing is for new license purchases only. For additional details please contact us at sales@ascent-sys.com.

Mobile Field Service - 3 Tips for Improving First Time Fix Rates

Christopher Esselborn - Friday, November 21, 2014

First Time Fix Rate


Field service has come a long way since its traditional ‘break-fix’ model, but customers are still demanding more from their service providers. It is no longer enough to just send out a technician, clients expect resolution right away. So how can you take advantage of this trend in your operational efforts? Here are 3 tips to improving your first call resolution rates.


1. Use All Your Resources

When business is booming, it can be nearly impossible to get a technician who has the right set of skills to the job site. Service centers, however, can overcome this dilemma by using an appropriate mobile software solution.

By using a mobile solution like, AS Mobile, field technicians are able to troubleshoot problems in real time with experts in their back office or with their peers in the field via video conferencing technology.

This ability to communicate information ‘visually’ greatly expedites resolution by allowing techs to show-not just ‘describe’-the root of the problem, to an expert. In today’s world, there is no more room for miscommunication or for waiting on an email, results are needed immediately.

 

2. Calendars Aren't Just an Asset for Your Back Office

It’s no surprise that calendars are a business-critical aspect of scheduling for dispatchers, in any service organization. They are used to help the back office track and guide the flow of service workforce resources in relation to demand in order to be as efficient as possible.

Field technicians can reap those same benefits and more when given access to the same information. Improved arrival time on site and route optimization quickly come to mind, but let’s not forget about the time saved avoiding phone bottlenecks and office visits.

Techs that use AS Mobile have access to their daily, weekly and monthly schedules. New jobs enter the system as ‘alerts’ and are automatically queued into the system so you never have to worry about missing another job.

 

3. Information, Information and More Information

Technicians are now expected to know everything about their client and their machines - even if they have never personally worked with the customer before. This means equipment history, service level agreements, new regulations and more are imperative for success.

Mobile software provides the proper framework and information to take advantage of the ever changing landscape of competitive field service.


Recent Posts


Tags


Archive

     

    Ascent Business Systems

    800.256.6853

    info@ascent-sys.com

    1880 S. Dairy Ashford ste 535

    Houston, Texas 77077

    © Ascent Business Systems 2018. The Standard for Service Management Solutions

    Ascent Business Systems, Inc. is a provider of enterprise automated service management software with a solution portfolio with office , mobile and cloud offerings.  With 30 years of experience solving operational business challenges, our offering of solutions and best practice business knowledge will provide you with a competitive edge, increased profitability and overall service enterprise productivity.