Solving real problems plaguing field service in Australia and New Zealand

The reality of field service utilisation isn't always sunshine and rainbows. In the real world, you’re almost always in an uphill battle with inefficiency — technicians get stuck in traffic, customers get frustrated at parts not being on hand, and paperwork clogs jobs for days on end. All of that adds up to lost revenue, unhappy customers, and a constant feeling of being behind the eight ball.

And the truth is, poor field service delivery can be a silent revenue killer. Yes, you have to worry about negative word of mouth, but what you should really be worried about is the 96% of people who will not formally complain and simply leave. That’s definitely a cultural thing for Aussies and Kiwis — we don’t like to complain vocally, but we’ll do it with our actions.

But here's the good news — just like inefficiency has a hefty price tag, exceptional customer experiences bring exceptional rewards. Gallup reports that  "fully engaged customers represent a 23% premium in share of wallet, profitability, revenue and relationship growth over the average customer."

So, how do you tip the scales in favour of field service excellence? How do you keep your customers raving about your service and your bottom line healthy? From listening to their FSM customers, NetSuite has introduced a new field service management module designed to streamline and enhance every part of field service operations. Well, a “module” probably isn’t the best description — in fact, it's a fully integrated solution that can truly transform how Australian and New Zealand FSM companies operate, making them more efficient and responsive. 

Let’s dive into the problems you are probably facing right now, and the three key ways NetSuite’s new field service management module will rid you of those problems for good. By the end of the article, you’ll know how to genuinely improve your field service operations, driving better customer satisfaction and operational efficiency.

The beauty (and sometimes the challenge) of field service is that it’s truly industry-agnostic. While the specific equipment or service might differ, the core challenges of managing a mobile workforce and providing efficient on-site service go across industries. From repairing medical equipment in hospitals to maintaining air conditioning systems in office buildings, or installing fibre internet in homes, the need to optimise your field service operations is almost always universal.

The problem? There are common inefficiencies that can creep in silently, eating away at your profitability without you even realising it. Here are three key signs that your current system might be holding you back, regardless of your industry:

1. Leaking profitability due to low staff utilisation
   If you spend a day in the shoes of one of your technicians, you might find that they spend more time stuck in traffic or waiting for parts than actually fixing problems. This underutilisation of your most valuable resource — your skilled workforce — translates directly into lost revenue.
2. Struggling with stock loss and inventory leakage
   There are no two ways about it — having the right parts on hand is crucial. Inventory mismanagement can lead to stock shortages, causing delays and frustrating customers. Then you’ve also got to worry about unchecked inventory which can also create "leakage," where parts mysteriously disappear into thin air.
3. Relying on paper-based processes in the field
   Paperwork — the bane of many a field service professional's existence that should have gone the way of the fax machine. There’s no reason your technicians should be bogged down with manual forms, struggling to find critical customer information, and facing delays due to manual data entry errors. 

We've identified the silent assassins of field service efficiency:

• Low staff utilisation
• Stock loss
• Paper-based processes

Let's explore how NetSuite's Field Service Management solution equips you with the tools to conquer them:

1. Stop leaking profitability: The power of truly intelligent scheduling

You spend hours wrestling with convoluted spreadsheets, trying to build a puzzle of technician schedules, locations, and suburb traffic patterns. It's a time-consuming nightmare, often leading to inefficient routes, frustrated technicians stuck in traffic, and ultimately, unhappy customers.

That means lost revenue from billable hours eaten away by travel time. You’re probably also facing constant calls from technicians caught in unexpected delays. Then there’s the unneeded stress of having to constantly reshuffle schedules due to last-minute service requests.

But what if you could ditch the spreadsheets forever? NetSuite's Field Service Management solution introduces a brand new drag-and-drop scheduling interface. All you have to do is drag and drop jobs to different time slots and technicians, giving you a clear visual dashboard of your entire schedule in minutes.

NetSuite also integrates real-time GPS data to make sure technicians avoid unnecessarily long trips or general congestion. Skill-based matching automatically assigns jobs based on technician expertise, removing wasted time on mismatched service calls. The result is effortless route creation, maximised billable hours, and a happier, more productive team.

2. Eliminate inventory leakage: Taking back control

You’ve seen it a million times — a technician arrives on-site for a critical repair, only to realise that a crucial part is missing. Stock shortages like this not only delay service but also frustrate customers and damage your reputation. There's also the constant worry about inventory leakage, where parts somehow disappear without a trace.

This sort of constant uncertainty can take a big toll on your business. It leads to wasted time searching for missing parts, back-and-forth trips to the warehouse, and ultimately, lost revenue from delayed repairs.

Here's where NetSuite steps in as your inventory management champ. NetSuite's Field Service Management solution offers a suite of features designed to give you complete control over your inventory:

• Mobile barcode scanning: Feel free to ditch the pen and paper, because technicians can use a mobile app to scan barcodes on parts used during a job. This updates inventory levels in real-time, making sure your system always reflects the actual stock on hand. Imagine technicians scanning a replaced tap fitting and having the update shown instantly — no need for manual adjustments later.
• Automated reordering: Never get caught shorthanded again. Set minimum inventory thresholds for critical parts, and when stock dips below a set level, the system automatically purchases the right order, so that you have the right parts on hand to avoid delays and keep your technicians working.
• Inventory reporting & analytics: Stop guessing about inventory usage. NetSuite offers in-depth insights into usage trends. Identify parts that are used often or have a high risk of shrinkage, which allows you to optimise stock levels and minimise the risk of "leakage", saving you money and preventing service disruptions.

At the end of the day, NetSuite's inventory management features mean reduced stockouts, minimised shrinkage, and improved cash flow. Your technicians will always have the parts they need to get the job done right, the first time.

3. Ditch the dead (paper) weight: Get technician efficiency with a mobile app

Field service technicians are the backbone of your business, but traditional workflows will almost always bog them down. There’s no need for technicians to waste time searching for customer information in binders, struggling with terrible handwriting, or facing delays because of data entry mistakes on paper forms. These letdowns not only affect their productivity but can also lead to errors that affect customer satisfaction.

NetSuite's Field Service Management solution throws out the paper chase with a purpose-built, easy-to-use mobile app:

• Digital job sheets at your fingertips: Biff the bulky binders — NetSuite delivers digital job sheets through a mobile app, so technicians can arrive on-site with all the information they need. Job details, customer history, service manuals, and even knowledge base articles — all on their phones or tablets. There’s no more pre-job scrambling, because technicians have the right information to get the job done quickly and accurately.
• Picture-perfect documentation: Capture the job story accurately and quickly by letting technicians take photos or videos of completed work or damaged equipment to be uploaded directly to the job sheet. This not only streamlines comms with dispatch and back-office teams but also delivers valuable documentation for future reference, remote troubleshooting, and warranty claims.
• Streamlined approvals with electronic signatures: Finally, say goodbye to printed forms and chasing signatures. NetSuite lets technicians capture customer signatures electronically on the job sheet using the mobile app. This saves time, reduces paperwork, and gives your customers a truly professional experience.

In a nutshell, NetSuite's mobile app transforms the way your technicians work. Imagine the boost in productivity with real-time information readily available, reduced errors due to manual data entry, and technicians trusted to document their work efficiently and communicate seamlessly with the rest of your team. The result? A happier, more productive workforce and a more professional experience for your customers.

As the first JAPAC NetSuite partner to achieve field service certification and accreditation, Fusion5 is uniquely qualified to help you unlock the power of NetSuite's Field Service Management solution across Australia and New Zealand. Our team of experts, the largest NetSuite team in JAPAC outside of NetSuite itself, has the on-the-ground experience and knowledge to let NetSuite seamlessly optimise your field service operations for true efficiency.

Ready to take control and conquer the silent assassins of field service?