The Ultimate Guide to NetSuite Field Service Management

Running a successful field service management business ultimately comes down to this: getting the right people to the right jobs at the right times—with the right equipment. But pulling this off can be next to impossible if you’re relying on spreadsheets, disconnected management systems, or manual processes. If you’re not using field service management software effectively, you may be missing out on increased field service productivity, customer satisfaction, and profitability.

NetSuite Field Service Management sets up field service companies for success. Natively integrated with NetSuite ERP, this end-to-end field service system helps companies boost the operational efficiency and productivity of their field service crews, thus lowering costs, improving customer experiences, and maximizing profits.

6 Key NetSuite Field Service Management Features ??

Just how does NetSuite’s field service software help businesses see these results? Let’s walk through six key features.?

1. Scheduling and Dispatch ??

Scheduling and dispatch capabilities make it easier for schedulers to assign the technician with the right skills who is closest to the job. A drag-and-drop schedule board provides a clear view of your team’s availability so you can make the most of all field technicians’ working hours. Dispatchers can also quickly create service orders from cases, sales orders, projects, or customer assets, all of which are recorded in NetSuite.

2. Mobile App ??

The NetSuite Field Service Management mobile app puts all the information field technicians need at their fingertips. Technicians can view all job details including location, customer, service, asset history, and potential safety concerns. This eliminates time wasted making calls back to the office to collect missing information. The app also provides real-time job status and technician location so schedulers can easily line up the next jobs, improving technician utilization rates. Technicians can also see available inventory, record parts used, capture photos and signatures, and enter and submit expenses from the mobile app.?

3. Asset Management ??

NetSuite Field Service Management gives you one place to manage fixed assets, customer assets, and subassets, providing full details on asset hierarchy, historical usage, and maintenance. You can monitor each asset from installation and commissioning to decommissioning or sale, tracking and managing asset service costs at every stage.??

4. Inventory Management ??

One centralized source of your inventory data—whether items are stored in the warehouse, on trucks, in the shop, or with suppliers—makes it much easier to monitor what you have and where. This knowledge helps technicians show up with the inventory they need for jobs, increasing time-fix rates and minimizing secondary truck rolls. The system removes inventory used in the field from available stock, eliminating the need for double data entry and automatically keeping inventory levels up to date so the business can determine whether it has all the parts available to meet customers’ needs.

5. Billing ??

The native integration between NetSuite ERP and NetSuite Field Service Management connects work in the field to sales orders and invoices. NetSuite can automatically generate invoices based on work done and inventory used right after you complete the work, increasing bill accuracy, reducing errors, and facilitating faster payments. You can also set up automatic invoicing and payments for customers with recurring jobs.

6. Reporting & Analytics ??

All data from field operations is consolidated in NetSuite to give you access to extensive reporting and meaningful insights. You can easily determine the profitability of every job, customer, service contract, or technician and track improvements against key performance indicators.

Customer Success Stories ??

Wondering how companies like yours are benefitting from NetSuite Field Service Management? Here are two businesses that saw big benefits with the system.

Easton Electronics gets field service data in one place

Founded as an electronics company in suburban Boston more than 40 years ago, second-generation family business Easton Electronics now focuses exclusively on fire protection services for commercial and public properties. Easton installs, inspects, tests, repairs, and monitors fire alarm, fire sprinkler, and fire extinguishing systems, offering highly specialized expertise and services in all three systems that’s available 24/7/365.

Easton slashed paperwork and eliminated redundant clerical work with NetSuite Field Service Management. Preventative maintenance, required by law for fire protection systems, is now much easier to schedule and technicians can even handle their own after-hours scheduling. While in the field, technicians can use the mobile app to access equipment service history, update jobs, and collect customer signatures.

Easton has realized a strong ROI from NetSuite Field Service Management, with annual savings exceeding the cost of one technician. This is due in part to a far smoother billing process, as the system automatically emails customers their invoices upon job completion. Additionally, technicians are trained on and using NetSuite in 15 minutes compared to the weeks training took with the old system.

Learn more about Easton Electronics’s growth with NetSuite Field Service Management.

ITI supports global service trainers with mobile

Industrial Training International (ITI) is a leading global provider of hands-on training for crane, rigging, heavy lift, and load handling activities. Founded in 1986 in Woodland, Washington, ITI’s mission is to help companies around the world avoid costly, dangerous mistakes through personalized education, hands-on training, and expert safety instructors.

Using NetSuite Field Service Management, ITI can now filter on trainers’ skills and certifications to ensure the right person is scheduled for the job. With trainers traveling globally throughout the year, ITI also needed a solution to use on the go. With the NetSuite Field Service Management mobile app, trainers can view their schedules from their phones, as well as enter notes, expenses, and billable time.

Learn more about Industrial Training International’s success with NetSuite.

Business Guide: Improve the Profitability of Your Field Service Operations

Download this business guide to learn how NetSuite Field Service Management can help you boost technician utilization, improve field-to-office communication, gain better insights into jobs and contracts, and set your field technicians up for success.

Video: What is NetSuite Field Service Management?

This two-minute video breaks down NetSuite Field Service Management’s features, such as the drag-and-drop scheduling board, a real-time view of the status of jobs, and the mobile app that gives field technicians access to the information they need from anywhere, anytime.?

The Field Service Management mobile app lets field technicians manage and complete the work they’re assigned. They can access critical information such as job details, location, and service history from a mobile device anytime and anywhere.

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Here is how a technician would access assigned tasks on a mobile device:

1.? ? Log into the NetSuite Field Service Management mobile app.

2.? ? From the Task List screen (which functions as the “home” screen of Field Service Mobile), click on an individual task.

3. ? From this screen, the technician can:

• Start a task.
• Complete a task.
• View a map showing their current location and the location of the job.
• See travel distance and time to get to the task.
• Launch the mobile device’s default GPS mapping app to see the route from their current location to the job location with more advanced information, such as live traffic data.
• Navigate to any of the available tab screens, including asset details, to record or view other data related to the selected task.

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Looking to learn more? Visit MyLearn’s Field Service Management: Introduction and Field Service Concepts (LCS Company Pass Required). Or if you don’t have an LCS Company pass yet, check out the Customer Learning Cloud Support (LCS) to explore free LCS content.

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