Every field service site is unique—especially emphatic when managing services across older and newer sites. Field service organizations face numerous challenges.
These can involve different equipment ages and conditions, which means technicians need a wider set of skills, tools, and troubleshooting methods.
Data availability and accuracy can also greatly contrast with older sites, featuring incomplete asset histories and records, and a lack of a unified view on data.
Service standardization varies between older sites and new sites—older processes may be informal or memory-based, while new sites follow updated standard operating procedures and compliance frameworks. This means inconsistent workflows and a lack of predictability.
Here are a few detailed pain points in field service that rely on old-school legacy and a lack of foresight into scaling for modern, global operations:
Paper Logs
Paper logs not only take up more space and are easily lost, but they are also slow to access and error-prone. Personnel waste time on-site flipping through folders to find records, while others wait for updates. Handwritten notes can also be illegible, making them error-prone, ultimately delaying schedules and processes.
Institutional Knowledge
While institutional knowledge can be invaluable, it is not necessarily transferable. Critical service history exists only in the mind of the senior technician, so the knowledge is not available when they’re not around to provide it. This lack of documentation means technicians each work however they see fit, making quality unpredictable. Onboarding may also be unclear and tedious without centralized information.
Inconsistent Reports
When reports are inconsistent, managers cannot accurately compare sites, teams, or performance as details and data vary. This contributes to customer dissatisfaction, as clients see various reporting styles, levels of detail, or even conflicting information. Compliance audits are more difficult to pass without standardization. Inconsistent reports also hinder forecasts, as planning preventive measures or monitoring inventory becomes guesswork.
Gomocha has partnered with companies like Invaro to help standardize workflows and advance operations. The Gomocha Field Service Platform provides Invaro’s field engineers with standardized digital service procedures across all equipment types. The platform also gives them step-by-step technical guidance for complex maintenance tasks. The Invaro team embraced technology with barcode scanning functionality for accurate parts tracking and digital asset identification to eliminate equipment misidentification. The company also receives support for multiple operating systems on mobile devices.
With Gomocha, real-time operation tools helped Invaro’s management gain visibility, including through location tracking for all field engineers and service vehicles, job status monitoring for all service activities, automated time tracking for accurate labor allocation, digital materials management for inventory control, and instant data synchronization. Digital workflows ensure consistent maintenance quality across all equipment.
Paper logs, institutional knowledge, and inconsistent reports flourish in unscalable, dated environments. Don’t let errors and delays find their way to your field service organization. Consistency, accuracy, and speed are possible through modern standardization.
See how your operation stacks up—download the FSM Checklist.