If you asked any customer what they hate most about field service, it’s not so much the inevitable cost, but the not knowing.
Not knowing when the technician is going to turn up, and if it’s safe to schedule that urgent meeting or risk going for a coffee at a nearby cafe. Not knowing if the problem will get fixed on the spot, or if it’s going to take weeks of waiting for parts and another visit. And if they can trust the technician’s diagnosis, or if the issue’s going to recur.
What you know (and your customer doesn’t) is that it’s due to your traditional paper-based processes. The ones that obscure what’s happening, and when.
4 challenges that erode customer confidence in your field service
1. Why are we waiting?
Doomed to stay put for hours by window-based arrival times, your customer waits. And waits. Then waits some more. While everything and everyone around them continues at a normal pace, they are doomed to stay put. And if they pop out for a coffee at midday (because it’s no longer morning, right?), they live in fear of being to blame if they miss your tardy tech turning up. When the only schedule is a magnet on a board , it is impossible to provide accurate ETAs, but it’s certainly possible to build up those levels of customer frustration.
2. Did the tech even do anything?
If your customer never sees proof of what was replaced or which test readings were taken, they are left to trust your technician’s word. That works just fine…until the next failure.
3. Whoa, that was more than I expected!
Handwritten timesheets and after-the-fact part entries (especially when accompanied by no proof – see above) often lead to invoices the customer doesn’t recognise, sparking disputes and delaying payment.
4. No follow-ups.
When sign-offs sit on clipboards that come back to the office weekly, warranty checks and follow-up visits stall. And that’s never going to impress.
How can field-service technology fix the transparency gap?
If your reliance on manual paper systems is curtailing your ability to provide transparency to your customers, the news is all good. With NetSuite Field Service, you can turn the tide of dissatisfaction with:
Digital dispatch notices:
The moment a work order is assigned, your customer can receive an email or SMS telling them who is coming and, crucially, why that technician was chosen (skill, proximity or both). If the job is rescheduled, the notice updates automatically.
Live status updates:
Because your technician’s mobile app talks to NetSuite in real time, the customer service desk can answer customer queries directly. Or your customer can even track their real-time progress via an app, so they know how far away their service technician is (as with your Uber driver!).
Photo-rich completion reports:
The NetSuite field service app prompts for before-and-after pictures, metre readings or chemical levels. The second the customer signs on glass, the PDF lands in their inbox - and in the NetSuite transaction record - eliminating doubts about what was done.
Up-front pricing and entitlements:
The module checks the customer’s contract as the job is logged. If the task is covered under warranty or a preventive-maintenance agreement, the parts and labour lines are automatically zero-rated. If not, the estimated charges appear on the mobile screen for approval before work begins.
Why this all matters to your customers
- Reduced wait time: Accurate ETAs mean fewer wasted hours.
- Clear evidence: Photos and digital signatures close the “what was done?” loop.
- Fewer invoice disputes: The agreement, the job, and the billing all reference the same data.
- Faster fix-and-follow-up: Warranty workflows trigger instantly, shortening time to resolution.
Why NetSuite Field Service stands out
Because work orders, contracts, and inventory all live in the NetSuite cloud, data flows without friction. Customers see only the latest status, never an outdated copy. Digital proof, contract entitlements, and billing lines all share a single source of truth, giving your customers (and your finance team) immediate clarity.
The big win? With your field services delivered with complete transparency, customer happiness becomes an everyday expectation – not a one-off standout to celebrate.
