Tips for Helping Your Field Personnel Embrace a New Field Service Management System

Beyond a doubt, the technological revolution has brought with it many positive changes to just about every aspect of human life. Specifically in the business world, businesspeople and their companies have witnessed leaps and bounds in efficiency and competitiveness, as a result of which consumers enjoy ever better products and services delivered at ever faster speeds. On the other hand, technological advances have also awakened various concerns, such as the fear of not being able to keep up to date or anxiety among personnel of eventually being replaced by technology.

However, nothing could be further from the truth. Even if artificial intelligence has indeed reached impressive levels, we still need human intelligence to manage most aspects of our social, political and economic development. The latter includes the industrial sector, which has been fostered by software solutions that, combined with human talents, make it progressively easier to upgrade and enhance companies’ performance.

Such is the case with Field Service Management Systems, which allow the efficient oversight of diverse and widespread resources. These systems are commonly cloud-based and combine with other administrative and managerial systems to answer several problems that affect most companies in the modern business environment. In spite of this, the implementation of an FSM System will typically butt up against resistance to change, which has always been a common reaction to any technological improvement that might also challenge employees’ knowledge, skills and abilities.

Resistance to change is a significant obstacle that can manifest itself in reluctance to implement new technology, confusion, criticism, or silent frustration from personnel. So how can a business overcome such resistance, to successfully transition to an automated management system and immediately start increasing profits? Here are a few tips to reach that essential goal.

1. Plan the change

Carefully conceive all the necessary stages of system implementation before beginning the process. This should include the evaluation of your work environment; assessment of short-term, medium-term and long-term goals; a diagnosis of the main problems you aim to solve; communication to staff and clients of your vision for your company’s future; a detailed plan of action; preemptive solutions to address resistance to change; and strict supervision of the changes to be implemented.

2. Train your personnel

The biggest concern a Field Service Management System can lead to among employees is the fear of being left behind due to digital illiteracy. For this reason, it is crucial to organize and execute an inclusive training plan that provides all staff the opportunity to familiarize themselves with the changes to be implemented and to learn how to use and make the most of the system.

3. Communicate the benefits

It is crucial that all personnel understand the reasons for implementing a new Field Service Management System. Illustrate your company’s aims in doing so by relating the success stories of other companies who have done the same, while highlighting the specific problems your company will solve by implementation.

4. Encourage participation

If personnel are involved from the get-go, they will also be motivated. So, don’t let them feel excluded from the process. Rather, invite them to enrich all stages of implementation with their own ideas and suggestions, and to report any difficulties they may encounter along the way.

5. Foster support and commitment

Choose the most innovative members of your staff and the quickest learners to lead the process, monitor implementation and encourage their co-workers if and when the latter feel insecure about the system.

6. Develop positive relations

The Field Service Management System will help to accelerate your workflow, but it will only function at its best if the chain of command is clear. Before implementation, customize the system to fit your company’s needs: structure the hierarchy of approvals, determine the responsibilities vis-a-vis the system of each employee’s role, and identify key points along the workflow to check and supervise system efficiency.

7. Recruit for the future

Always seek out human resources eager to embrace changes. In general, these individuals are open to new experiences, have a positive attitude towards changes, are willing to take risks and are flexible in their behavior. Remember that such employees will be your right-hand people in this process.

Keep these tips in mind whenever implementing a Field Service Management System or any other organizational change you need to undertake, and remember that technology, even if it faces some resistance, will better your company’s performance. So, take the risk, with the help of a good implementation strategy, and bring your business to the next level of excellence.

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