How to make the most of aftermarket revenue opportunities

Following are some functional capabilities trade contractors need from their field service management software in order to make the most of aftermarket revenue opportunities. Preventive maintenance also should be considered, as contracts can mandate maintenance at specific intervals, such as equipment cycles or other milestones.

As more service requests are being made by sensors tracking equipment health (rather than people), field service software should be able to receive this information and automate the appropriate steps, including ordering parts and initiating work orders. Once it is approved, the quote must be presented to the customer—either through email, as a printed document or on a device screen—prior to work beginning.

Contract management functionality is essential to safeguard the customer experience while avoiding penalties for underperformance, as well as to keep track of what services and parts the contract covers. Scheduling optimization can put management in control of the field service workforce by dynamically generating an optimized route and providing information on specific jobs for technicians. Regulations require that some materials used in refrigeration and air conditioning units must be traced at the end of an asset life cycle. Access to this information could be on a mobile app with real-time data from the full service and asset life cycle.

Visibility into subcontractors’ workloads isn’t always possible, so field service software should be able to route a service request to a preferred subcontractor and, if they do not accept it within a certain time, route it to the next until the task is accepted. Field service management software should have functionality to centrally capture all invoicing details to streamline the handoff of invoices and so that margin analysis can be performed at a granular level.

Sales orders, service orders and other transactional tools all contain data for invoicing and should be part of a company’s solution. They will be looking for contractors to cater more to their needs, communicate more thoroughly through digital channels and be more responsive than ever before

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