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.

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 Software: Getting the Job Done, Offline

Christopher Esselborn - Monday, November 24, 2014

Mobile Field Service 


By definition, field technicians’ work remotely in a wide variety of settings and at times a site is not conducive to internet connectivity. Techs are now able to access vital information that can make the difference between a repeat visit or a first time fix, but what happens to a tech when they arrive on site and there isn’t an available internet connection?

 

Nothing!


  • Applications like AS Mobile have been designed to keep the workforce operating regardless of internet connectivity. With AS Mobile, techs not only retain the ability to view jobs and other important information, they also have the ability to continue processing their work. Here are some ways that SvcForce enhances the offline experience:
  •  
    • AS Mobile is built within Microsoft Office Outlook which already optimizes the offline experience with ‘Microsoft Cached Exchange Mode.’ You can simply toggle it on and start caching emails ‘locally’ rather than on your server.

  • All jobs enter AS Mobile via email. After you receive a job, you never have to worry about losing any of the details. It’s stored on the system, just like the rest of your emails.

  • Job Details include site information, equipment history, warranty information, service level agreements and more.

  • Tech’s can still enter all of their important details: Job Notes, Repair Details, Labor Time, Inventory, Purchases, Materials, Signatures and Payment. 

  • Data is stored on the Tech’s device until an internet connection is reestablished at which point it is communicated back to the office.
  • AS Mobile Calendars are available at all times so you’re always in sync with the back office even if your internet connection isn’t.
  •  

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.

3 Steps to Jump-Start Your Mobile Service Strategy

Christopher Esselborn - Friday, November 21, 2014

Mobile Field Service

 

Mobility for service organizations is becoming necessity rather than a luxury in today’s quickly evolving mobile workforce environment. The idea of doing more with less is attractive for those companies looking to maximize revenues while also reducing costs, but service manager’s must keep in mind that mobile adoption is about more than just IT expenditure—there must be a strategy in place. So how do you plan for mobile success? We’ve come up with a few tips to help you jump-start you mobile field service strategy.

 

1. Plan on Reducing Your Touch Points

Overlooking something as simple as system integration is easy with all the bells and whistles-like GPS routing & video conferencing-being marketed today, but it could be the biggest mistake you make. The number of employees that ‘touch’ or interact with a service request influences cost, accuracy, timeliness of service and cash flow. Service related data that is re-keyed multiple times creates areas of redundancy within an organization and also provides inconsistent results. By planning ahead and using mobile software that automatically communicates and integrates field details to the back office, there is no need to worry about data reentry or even worse, data reentry mistakes which can dramatically increase operational costs.

 

2. Ensure Access to Mission Critical Information

Just because your remote technicians are able to receive jobs and transmit work details back to the office does not mean they are equipped to compete in today’s market. Customers expect fast service which often requires more than just a prompt arrival. In order to wow your clients and improve first time fix rates, you need a system that empowers your field technicians with all your customer information: SLA; Equipment History; Job Notes: Purchase History; Warranties and more. Not only will your techs be better positioned to give top level customer service, you’ll also notice that your phone lines have less incoming traffic from information seeking techs.

 

3. Keep Your Customers in The Loop

Your field techs are up to date, but what about your customers? Utilizing cloud based portals-like Ascent’s AS Cloud-will dramatically improve your mobile strategy by allowing your customers to place and track service jobs in ‘real-time’ without needing to waste their or your valuable time on a phone call. All information is immediately and automatically transmitted to and from the back office without ever needing to reenter information. You’ll not only delight your customers, you’ll also be reducing your administration time in the process.


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    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.