This article has been reviewed by Billy Stevens for accuracy.
Many plumbing companies rely on field service management software (FSM software) to identify and weed out inefficiencies. It helps them streamline otherwise tedious tasks and deliver a better customer experience.
FSM software isn’t just valuable for daily business operations — it improves return on investment (ROI), too. When plumbing businesses achieve more efficiency, teams have more time to focus on the most productive tasks. This means contractors can seize more growth opportunities and increase their cash flows. Learn more about plumbing software and its impact on profitability.
Save Time on Routine Tasks
Scheduling, dispatching, and related duties are daily but time-consuming jobs. FSM software features scheduling and dispatching automation that provides greater oversight of these tasks, enabling fewer dispatchers to accomplish what only a larger team could achieve manually. This allows contractors to save time and money on hiring more office staff.
Make Swift Workflow Changes Fast
Communication is a common challenge with field service operations. Office staff receive new service requests, but field technicians are out serving customers at their homes. When an emergency job is called in, dispatchers need to rearrange schedules to ensure a rapid response.
The visibility field service managementFSM software provides over each plumber’s schedule enables dispatchers to assign the best plumber for the job and ensure a speedy arrival. It estimates job completion times and tracks plumbers’ routes to show their location. This makes it easier to assign a plumber to a job with the most availability and the right capability to handle the task. The result is smoother operations and less rescheduling, which enhances employee experience and customer satisfaction.
Facilitate Better Invoicing
Traditionally, when homeowners asked for quotes or needed invoices, plumbers would need to contact estimators at the office for accurate numbers. This created significant delays that hindered customer service. With plumbing software, plumbers can generate quotes and invoices within minutes on-site.
This feature expedites billing, which helps contractors maintain a strong cash flow. Additionally, many software providers offer QuickBooks integration to simplify payment processing and other accounting tasks.
Manage Inventory Effectively
Inventory management becomes more complex as a company grows. Many FSM software platforms provide tools for tracking inventory. For instance, it provides information that can prevent contractors from spending too much on parts and equipment and overstocking or buying too little and being out of stock. This not only fosters better inventory management but can reduce waste.
Keep Track of Key MetricsPerformance Indicators
FSM software offers data-driven insights into financial performance, revealing which strategies and systems work and which must be refined. It can also highlight progress with strategic goals that contribute to ROI. Metrics plumbing business software helps track include:
- First-time fix rate
- Mean time to repair
- Mean time to service
- Average response time
- Average travel time
- Technician utilization rate
- SLA or contract compliance rate
- Cost per service call
- Customer satisfaction score
- Customer retention and employee retention
- Revenue leakage
Strengthen Communication
Field service managementFSM software enhances communication between office staff and plumbers, as well as between the business and its customers. Mobile device compatibility makes this possible. When plumbers are at job sites, connecting to FSM software via a mobile app allows them to receive notifications from dispatchers about schedule changes, as well as customer information that empowers them to deliver a more personalized customer experience.
On the customer side, dispatchers can provide homeowners with real-time updates regarding the plumber’s arrival, invoices, and follow-up appointments. These features give customers more control over their service, which can boost their overall satisfaction.
Enhance Employee Productivity
As mentioned, the most direct benefit of FSM software is removing inefficiencies that impede operations. When employees’ daily workflows are filled with routine, tedious tasks, burnout is sure to follow. A lack of motivation translates into poor customer service, which diminishes profitability. Field management software improves employee satisfaction simply by making tasks more efficient.
What’s more, it stimulates greater productivity. Consider scheduling software. Empowering more intelligent scheduling of plumbers allows plumbing businesses to optimize labor value. Plumbers can complete more jobs in a single day, and contractors won’t need to hire more plumbers to experience increased productivity.
Improve Customer Relationship Management
Homeowners expect speedy service done right the first time. FSM software ensures plumbers have the job details beforehand to gather the correct tools and equipment for a first-time fix. At the same time, office staff rely on scheduling and dispatching software to create schedules that reduce wait times.
Plumbing software also enhances CRM efforts with extensive customer information. Plumbers can review a homeowner’s service history to understand past issues they’ve had with equipment. This information enables an accurate diagnosis of the problem and faster resolution.
Additionally, some FSM software comes with a user-friendly customer portal that lets homeowners access their service histories, review invoices, and accept estimates, putting them more in control of their service. With 24/7 online booking, homeowners can schedule appointments at any time most convenient for them without needing to be on hold.
These aspects all add up to a better customer experience, cultivating lasting relationships and referrals that boost profits.
Expand the Business
With less effort spent on tedious tasks, contractors can focus on meeting strategic objectives team members might not have time for otherwise. This means exploring new business opportunities, whether it’s expanding reach into a new service area, offering an additional service, or investing in the most updated tools and technology to provide innovative solutions.
Boost Profitability with Plumbing Software
Whatever your goals, investing in field service management software is an investment in the future success of your business. The direct benefit of greater efficiency leads to higher productivity and customer satisfaction, helping plumbing businesses grow.
If you want to experience the ROI of FSM software, first look for a service provider dedicated to meeting the specific needs of your industry and business. Sera delivers FSM software for small and medium-sized residential contractors in several industries, including plumbing, HVAC, and electrical. Our software offers multiple key features designed to help eliminate inefficiencies and pricing errors and build your bottom line.
Contact us today to schedule a 15-minute discovery call and learn more about our plumbing service software.