3 Signs You Need Utility Mobile Service Order Management Software

With today's economy, everyone's trying to do more with less, and utilities are no exception. One thing to consider is your legacy processes if you're looking to save time and money. Just because they work doesn't mean they are as efficient as they can be. And if you're using paper-based work orders instead of a utility mobile service order management software, you could be wasting time and money every time a paper-based work order is written and a truck rolls for a service call. So, what are the three signs you need to replace your paper-based work order system with automated workforce management software?

Sign #1: Your service order process has many time-consuming steps to complete.

If you still use paper forms to track service orders, this scenario will sound familiar. Your office gets a call from a customer who needs service, and a staff member writes up the order. If the matter is urgent, you need to contact a field service representative quickly, and the FSR needs to run back to the office to pick up the service order. While the service order is out in the field, the only way to receive updates is for the FSR to call the office. 

This method may get the job done but adds extra steps to an already stressful situation. Paper-based service orders are time-consuming, put a strain on your office and field staff, and increase the time it takes to complete a service call.  

Automating this process takes much of the headache out of service. When your utility uses service order management software, you now have a digital tool that transforms how your office and field staff interact. When a customer calls, a team member enters the information, and everyone who needs the service order now has a copy on their preferred device. Instead of waiting for the morning, noon, and end-of-day service order roundup and deployment, team members can prioritize service orders throughout the day, reducing the time it takes for customers to be served.  

When FSRs complete service orders, they can submit them and move to the next. Any signatures, approvals, or accompanying files can be added, keeping everyone aware of the order's status as it is worked on and completed, reducing the trips back and forth and the number of phone calls between staff members.  

Sign #2: You don't have complete control over your service order documents

For hundreds of years, we've relied on paper to organize our lives, and for years utilities have relied on service forms, often in triplicate, to complete required work. Although paper-based work orders are efficient, they come with many challenges.

• Illegible entries: not everyone has neat handwriting, and deciphering a service order takes time and can be hard to understand and input into your CIS.

• Manual entry: when utilities use paper service orders, everything has to be inputted into the system.

• Manual entry errors: with manual entry comes the chance for errors. And even though your staff is thorough, errors can still be logged into your CIS.

• Duplicate entries: even if you have one person in charge of writing paper service order forms, you still risk duplicates because so many handles these orders.

• Damaged or lost service orders: when an order is out in the field, even with the best of care, an order can get crumpled, torn, or even lost.

When utilities automate their service order management, the information is entered once, and everyone has access to it. When integrated with NorthStar CIS, you have workflows and processes that assist in getting the necessary information into the hands of the people who need it the most. And your CIS system creates a history of each order and keeps track of any documents and notes from that service location. What's more, you now have the data associated with all service orders at your fingertips to allocate resources.

Sign #3: Your office and field staff have no way to communicate in real time through your system

Paper service orders require many trips back and forth to the office, extra phone calls for clarification, and much time spent coordinating your field staff. When your utility CIS is integrated with mobile service order management software, your team can communicate in real time. All it takes is one person to input the information, and then the system processes that information and passes it over to the person who needs it.

Once in the field, FSRs can sort through their orders to prioritize them and determine the shortest route to each. This autonomy makes your FSRs more responsible for when and where they perform service work. And you'll know where your FSRs are, what work they're performing, and how long it will take to finish that work.  

With an automated work order system, your office staff can see orders as completed and pinpoint where all field staff is at all times. With this information, office staff can inform customers how soon their service will take place, alleviating their concerns.

Does Your Service Order Management Process Measure Up?

If you've noticed any of these three signs, then it's time that you explore your utility mobile workforce management software options. Contact one of our sales representatives today, and we'll show you how NorthStar's CIS and mCare can organize your service order system to save time, increase operational efficiencies, and improve customer experiences.