How Field Service Software GPS Tracking Improves Customer Service

Field service software with GPS-enabled capabilities can help your company provide a better service to your customer by increasing transparency and enhancing communication. Moreover, businesses...

# of Minutes to Read


Field service software with GPS-enabled capabilities can help your company provide a better service to your customer by increasing transparency and enhancing communication. Moreover, businesses using GPS-enabled field service software find it to be a “win-win” because it serves to improve customer satisfaction while also helping them conduct business more efficiently.

Here are some of the best ways that GPS-enabled field service software can help your company deliver superior customer service:

Reduced Drive Times and Appointment Windows

It can be a challenge to track the many aspects of your business’ field operations effectively. However, with your field service software, you can know when the technician will arrive and give the customer a courtesy call if the technician will be late. This improves punctuality considerably.

Additionally, with GPS tracking on your field service software, dispatching and mapping capabilities enable you to better monitor workers in the field. This allows you to update jobs based on technician availability. For Smart Air, a Texas-based HVAC company, implementing GPS-enabled software helped them take their customer service to the next level.

“I don’t have to contact the technician to see if they have time for more jobs,” Smart Air Dispatcher Jean Pickering told Software Advice in an interview. “It is apparent when a job is very long, so adjustments can be made to the schedule accordingly. Having GPS has allowed so much more efficiency and visibility. We don’t know how we survived without it.”

Real-Time Visibility and Route Optimization

Along with reducing drive times and establishing more accurate arrival windows, field service companies can also utilize GPS-enabled field service software to map out the most effective daily routes. Your team will then be able to schedule routes for technicians to take based on the location of the job within the region or zone where they are assigned to operate.

For example, if a worker has four jobs to complete in a day, the jobs may be prioritized based on the most efficient routes. With the schedule in your software, the system can then account for typical traffic patterns to help prevent technicians from having to sit through unreasonable amounts of traffic while trying to get to their first job. This can help maximize the number of jobs that can be completed in your team’s workday.

Reduced Fuel Cost and a Sustainable Selling Point

With GPS field service software, you can minimize the miles your technicians have to drive. With your software, you will be able to assign costs to jobs more accurately based on travel time. For example, after you accumulate a month or two of service calls, you may start to see natural clusters form.

Based on these clusters, you can establish zone billing to reduce trip charges for the customers in close proximity and higher costs for the jobs that will require more travel per billable hour. Moreover, your technicians may be able to cover multiple work orders in a single trip if you combine their single-trip job sites into a compound route. This works especially well when you know you’ll have numerous non-emergency work orders in the same region.

Every business is feeling some pressure to reduce its carbon footprint and adopt “green” business practices. Reducing fuel costs and increasing travel efficiency won’t just help your company become more profitable and deliver better customer service, it can also be used as a sustainable selling point to your customers. With the ability to track your fleet, you can put green practices into place and improve your bottom line, while helping to improve the environment.

GPS-enabled field service software gives you unmatched insight into how your vehicles are dispatched and driven so that you have more visibility into how many miles are traveled, which routes are taken and whether or not fuel-wasting behaviors are taking place.

GPS Vehicle Tracking with RazorSync

With RazorSync’s GPS tracking functionality, you can know exactly where your trucks and technicians are at any time of the day. Route Optimization helps drivers and dispatchers determine the most direct and efficient route from point A to point B, which saves on both gas and time. Every extra mile traveled by technicians translates into more cost for your business. GPS tracking provides savings and efficiency opportunities on multiple levels.

By reducing mileage with your field service software, you can reduce costs and greenhouse gases that pollute the environment, maintain a green fleet of vehicles, and decrease wear-and-tear to lower maintenance costs. With reduced maintenance costs, you can lower the cost of insurance. In addition to reducing fuel, maintenance, and insurance costs, you can utilize map-view scheduling to concentrate your efforts on a specific region. By reducing logistical complexity, you can bill more jobs in less time.

Key Takeaways

Technician in uniform holding a tablet.

Reducing service call wait times is a key way field service companies can improve customer satisfaction. When you have real-time visibility into your fleet, you can confirm your worker was there, prove that service was delivered, control unauthorized vehicle use and eliminate call check-ins–and that’s just the beginning. This blog highlights only a few of the ways that field service software GPS tracking can help your company improve customer service and its bottom line.

Schedule your free live demo with our team today and learn how we can customize our field service software’s features to optimize your business!

Related Articles

View All Articles