The days of managing workflows on paper are gone. However, if you’re in a service-based industry, your service work order procedure could
probably use a bit of work. Many companies don’t have a service work order software system in place to receive, categorize, manage, track and invoice work orders. Requests may fall through the cracks, getting deleted in an email inbox or misplaced in a pile of paper documents. Inquiries that make it through could end up in limbo if your tracking and invoicing processes are inadequate. Implementing service work order software allows managers in a broad range of industries to enhances customer service, accountability and reporting. This ultimately improves your bottom line.
How Do Your Work Orders Come In?
Excellent customer service involves more than a friendly attitude. To keep your customers satisfied, you have to answer their questions and perform the service that they requested. Failing to respond to their requests in a timely manner or neglecting to do the job at all is a customer service nightmare. A dissatisfied customer can diminish your profits and ruin your reputation.
The most common methods of receiving work order requests in most organizations include:
- Phone calls
- Emails
- Web forms that notify employees via email
- Web forms that integrate with a service work order software system
Manual systems leave room for human error. Emails can get lost in a crowded inbox. Written requests can be inaccurate or become misplaced.
An automated system reduces errors and simplifies the process of following through on service inquiries. What if a digital gatekeeper received every request and automatically routed it to the correct department? Work order software streamlines the input process so that every request is recorded accurately and moves through the proper channels to completion.
This type of software also provides a convenient customer-facing user interface for the client. This makes life easier for them and increases their confidence in your services.
What Happens to Service Work Orders After They Come In?
Taking in the requests is only the first step. Typically, the customer should get a receipt confirmation. The confirmation message should offer some details about what to expect from the solution and time frame.
Service work order software with a work flow system can create an automated response message. This has two benefits. First, it lets customers know that you’re addressing their issue. Second, it explains the next steps.
The process that follows a service request is not usually linear. Depending on the organization, industry and type of request, you may need to direct the question to a few different departments. In addition, you may have to wait for approval before taking action.
It’s outdated and inefficient to manage this workflow using a manual system. Manual workflows often require repetitive communication and unnecessary steps. Also, ensuring that the correct departments tackle each request in a timely manner is a cumbersome task.
Workers are more productive when they spend less time tracking down work orders and more time finding solutions. Service order software automates the workflow. It sends out appropriate alerts and makes sure that you resolve the issue by the expected deadline.
Benefits of Companywide Service Work Order Software
Implementing companywide service work order software keeps everyone on the same page. It automates procedures that many companies perform manually, which frees up employees to be more productive. Several other benefits for service organizations are as follows.
Improved Customer Service
When customers need help, they don’t want to waste time searching for the perfect point of contact. Service work order software makes it easy for them to submit their request without worrying whether it will end up in the right place. Dropdown categories on the request screen let customers indicate the topic of their query, and the software directs it to the correct department.
Centralized Project Management
Determining the status of a work order is arduous when you have to track down people or paperwork. Delegating service work can be inefficient if you don’t have a good grasp of the current request volume.
Service order software provides a centralized location for everyone in an organization to monitor every request. Workers in the field can access queries from a mobile device. The financial team can keep an eye on completed projects so that they can bill for them accordingly.
Accountability
When your work orders are routed through software, you don’t leave room for gaps and errors. Everyone is accountable for maintaining productivity in their sector. Employees can focus on their work and performance. Managers can follow up easily to ensure that the projects are completed effectively.
Improved Decision Making
To be as efficient as possible, your organization must effectively track and predict its work load. Service work order software provides a centralized reporting portal. Managers can monitor the volume and flow of requests. They can also evaluate the details of each request, using the information to improve their practices and make informed decisions.
Increased Revenue
In addition to increasing profits through enhanced productivity, service order software increases revenue through its detailed tracking and reporting features. Sending invoices at the right time and collecting on unpaid accounts become easy tasks. Accurate records also protect your company from complaints and chargebacks. You’ll have documentation that reflects all aspects of each request, including total work hours, material, and equipment costs.
Who Is Service Work Order Software For?
Any service industry that receives requests from internal or external clients can benefit from this type of software.
An example of an internal client is an employee at a company who submits a request for computer repair to the IT department. Organizations can use the software to relay employee benefits questions to the human resources department. A facility manager could also use this software to communicate with contractors, while a fleet manager might use it to conduct and track vehicle maintenance.
External customers are those that don’t work within the organization. For example, a municipality might use service order software to handle citizen complaints and inquiries about pavement conditions on local roads.
Learn more about how ShareNet service work order software can enhance your organization by clicking Request Demo below. This flexible solution is customizable to a broad range of service industries. It’s highly adaptable, allowing you to tailor forms, lists, work flows and more to your needs. The Novo Solutions ShareNet platform is a scalable system. It’s perfect for organizations of all sizes and will support you as you develop, reducing the need to upgrade your systems as you grow.
