In sectors such as real estate, machinery and energy work order management is part of everyday operations. It fulfills the important function of clarifying which tasks will be done, by whom, when and how. Whether it’s a work order for a machine that needs to be checked, or whether the property manager needs to handle an incoming error report, all the information must be accessible to the person who will perform the task.
As a reaction to the challenges of traditional work order management, such as time-consuming paperwork and inefficient resource management, more people have switched to digital work order management. Relying on a work order management system based on paper, pen and Excel, increases the risks when security is compromised and information gaps arise. Nowadays, work order management is no longer just about ensuring that the work is carried out, but how it can strengthen the collaboration between the office and the field, and create a better service experience for customers.
In this article, we’ll take a closer look at what digital work order management is, and highlight three ways it can create added value for businesses and their customers.
What does digital work order management mean?
A work order includes all the details for the job that needs to be performed. The term is widely used in sectors such as real estate, machine service and energy, where the work order often refers to a repair, maintenance work or installation. Work order management refers to how this work process is handled. Usually, a supervisor makes sure that the work order has all the required information, i.e. what needs to be done, what materials are to be used, when it needs to be done and who will do the work. If the task needs to be performed according to special safety regulations, that information needs to be included in the work order. The work order is then assigned to the field worker who will carry out the assignment. With digital work order management, this work process can be managed through a single system where all the important information is organised. The advantage of this is that it can be used from a computer, tablet or mobile phone. Good work order management enables an organised and more efficient workflow between the office and the field.
Three ways to create added value through digital work order management
We highlight three ways in which a modern, digital work order management can create added value for both businesses and their customers.
1. Accessible information, all the time.
One of the risks of inadequate work order processing is that it can result in internal information islands. There’s nothing worse than the caretaker receiving a stack of papers with work orders, and finding out that crucial information is missing. The same goes for a customer who wants to get a status update on their case, but instead is passed on to someone else in an eternal loop, because no one has any answers. It can be, to say the least, a disappointing experience for everyone involved.
Digital work order management aims to get rid of unnecessary information errors. When a work order is procesed digitally, both the supervisor and the field worker can ensure that all the necessary information is available – and that both parties can follow the case in real time. It’s then easier to give feedback to customers, the field workers know what to do, and the supervisor has a broader overview.
2. Give customers a better experience
It’s as clear as day that customers like getting good service, but with the development of technology, customers’ requirements and expectations are changing too. Expectations include even faster service, status updates, and the chance to influence where and how the service should be carried out. If you as a company can meet these expectations, or even exceed them, then you are all set to have satisfied, local customers who stay – which can be crucial if the market changes.
By raising the quality of each work order and ensuring that resources are used optimally, the workflow becomes significantly more productive and efficient. Customers can get help faster and enjoy a better and more professional service experience. Also, it’s easy to show that you care a lot about your customers by making sure they receive ongoing status updates.
3. Be more proactive
When all the information is in one system, it’s easier to make decisions based on data and not just on a gut feeling. Are you seeing the same error occurring in that property south of the river, for the twentieth time? Which jobs take longer and what resources work well in the area?
By having control over the workflow from the beginning, you can work more proactively and get the resources to where they are most needed. Does a certain machine require inspection or maintenance work at least once a month? Create automated work orders so you can plan who does what, and maintain quality with checklists that have to be checked off in the work order, so the right things get done. If you use work order management directly in a CRM system, you also get all other customer information available in one place, with all the history of previous cases.
Summary
Digital work order management not only helps businesses to create higher quality work orders, but also improves the link between supervisors, field workers and the customer.
With more efficient resource planning and all the information available in the same place, the resources are used in a better way. This saves both time and money, and helps you show customers how to deliver really good customer care.
Lime Work Order is the best of both worlds – the strength and flexibility of Lime CRM, combined with work order management for seamless flows. All in one system to simplify your everyday life.