Quick response to service and repair calls is critical for customer satisfaction. Using Intuit Field Service Management you have the ability to see where your techs are and use that information to dispatch work orders in real-time to the “best” technician. Depending on the scenario, “best” may be determined simply as the closest technician to the customer address. As well, “FSM” lets you view only those techs with the necessary skills, and to see which techs are already busy and which are available for a service/repair/installation call.
Inside your Field Service Management there are two different ways for the office to know where the technicians are located. In both scenarios, the technician is a “login user” with the Field Service Management mobile app installed on a supported smart phone or tablet device.
- Action based GPS location of field tech – When a tech makes changes to a Work Order their location is displayed on both the Dispatch Board as well as the map tab of our Smart Scheduling Screen. This is the most common usage scenario and shows you where your techs were when Actions occur on a Work Order (pick up, en-route, start, complete, pause, on hold). In premise, the GPS dots should be on top of the customer address on the map (if not, the tech was somewhere other than the customer site when the action occurred).
- Time based GPS tracking – The FSM mobile app tracks techs throughout the day based on an interval you define back in headquarters (#3, below).
- On Android smart phones and tablets this will always work whether the app is up, device is locked, etc.
- On Apple devices, there are Settings on the mobile device itself that control how the GPS is updated. Settings Help for Apple Devices
- To change the setting on how often the FSM software will reach out to the mobile device to determine its location:
- Settings / Mobile Settings / Device Settings
- GPS Settings = The time set here is how often the phone will attempt to report its location to FSM
The screenshot below shows a “time based GPS with 5 minute intervals” on a Blackberry 8830 (click to see larger view of image) that is available when clicking on the People tab.