Offline functionality is very important in a Field Service Management solution. Field Technicians need information at their fingertips in order to serve their customers. Sometimes in the field, service takes place in remote locations or those in which cell reception and internet connectivity are lacking. Without being able to access crucial details like customer history, billing information or product documentation from a knowledge base, a technician can be left scrambling in the field. This leads to poor customer service. Having a reliable FSM solution with full offline functionality is especially important in remote areas. In this blog, we’ll explain some features that are important to have in your FSM, online and offline.

Customer History 

Providing excellent customer service is only possible when technicians know their customers and their history. Have they had repairs on this equipment before? Has their warranty expired? Does their contract end in a few weeks? With no network to call the office and confirm such details, the technician is more likely to miss opportunities for upselling, or make errors that could have easily been prevented. 

ServiceEcho gives technicians the ability to have access to any information they need whether that’s customer preferences, notes, history, or anything another technician may have deemed important. With access to the same information at all times, each technician is prepared to serve any customer, saving time and resources it would otherwise cost. Technicians can bill customers accurately, identify issues quicker and with accuracy using all the necessary information and make the best decisions accordingly – no matter where they are.

Invoicing

Creating invoices can be a long process, if not done using an FSM solution like ServiceEcho. 

Technicians have the ability to create and get invoices from on site that customers can sign so you can get paid faster. With pen and paper, the information would have to be collected, taken back to the office, filed by administrative staff, sent back to customers and then wait up to a month to be paid. 

With ServiceEcho, a premade, custom template is provided, ensuring that technicians make fewer mistakes and customers experience the most efficient billing process- all offline. Once connected to the internet, the invoice is sent directly to the office to keep records digitally, saving time and resources.

Document Synchronization

Without document synchronization, businesses are often working with differing copies of information, especially when there is no central knowledge base. With ServiceEcho, all your company’s information lives in one place, which is accessible by anyone, even offline. Technicians have the ability to input information such as repair notes, asset & inventory information, and time spent on a job – and all this information will automatically be synced to the centralized knowledge base.

ServiceEcho is a robust solution that will take your business where it needs to go. To learn more about us or to book a demo, click on the buttons below.