Support Your HVAC Techs With Efficient Field Service Management

Your HVAC techs deal with a lot of moving parts. They show up whenever your customers need them—to fix a broken heater in the middle of a snowstorm, replace dirty filters, or troubleshoot ignition problems. They travel to job sites, handle inventory, and meet with customers…and that’s just the everyday stuff.

Keeping everything organized can feel like a full-time job—and that’s where field service management software can save the day. Field service management software (also known as HVAC software) is the tool you need to streamline your day-to-day operations and make life easier for your technicians.

When you give your techs the tools they need to succeed, you’ll take your business to the next level. Our clients tell us that field service management software has helped them boost employee productivity, customer satisfaction, and revenue.

So, what are you waiting for? Here’s how to give your HVAC techs the tools they need with an efficient backend system.

What Is Field Service Management Software?

Field service management software offers an all-in-one solution for HVAC businesses. Although the individual features will vary depending on the specific software, most solutions come equipped with valuable features for your team—from job scheduling to user-friendly billing templates.

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For business owners, field service management software can track the performance of individual technicians. It can also identify areas of improvement so you can dispatch the right techs for certain jobs, provide additional training where needed, and create an exceptional customer experience.

Sounds pretty great, right? Well, the benefits of HVAC software don’t end in the field. The best software solutions can integrate with your customer relationship management (CRM). When done right, HVAC software can play an important role in your HVAC marketing strategy by showing you which marketing channels generate qualified leads.

Why Do You Need a Backend System for Employees?

Maybe you’re already supporting your customers with online scheduling tools, AI-powered chatbots, and omnichannel communication. You’re delivering an award-winning user experience for your customers, but what about your team members?

User experience is real, and it can have a tangible impact on your business. Of course, if you’re channeling most of your UX efforts toward customers, you’re far from alone. It’s happening in every sector, from finance to home services. Your external systems should be reliable, scalable, efficient, and intuitive. But you shouldn’t forget about the users of your internal systems: your employees.

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Why? Your people are the most important asset of your business. You can craft click-worthy marketing collateral and fill your appointment book for the rest of the year, but without the right people, the work will never get done. 

You need to put your employees first, and that means giving them the tools they need to succeed. Your employees should enjoy (at least) the same level of intuitiveness and convenience as your customers. After all, their performance impacts your business outcomes the most.

So, where do you start? Take a step back and review your current field service management system. What features does it have? Is it easy to use? Are your customers satisfied? If you’re not using a backend system yet, here’s your sign to take the leap.

When you support your employees with user-friendly systems, you’ll build a positive reputation and attract top talent. You’ll also ignite your employee productivity, customer satisfaction, and revenue. At the end of the day, employee morale is a key component of employer branding—and it’s one of the hottest topics in recruitment marketing right now. 

What Should You Look For in HVAC Software?

There are countless field service management systems out there, so how can you find a winning solution for your business? The right software can help you manage and streamline operations, with features like GPS routing and order management to make your life (and your techs’ lives) easier.

Whether you’re upgrading your current HVAC software or searching for your first backend system, here’s how to make the right choice for your business.

1. A User-Friendly Interface

Our clients tell us that field service management software is a worthwhile investment, and the right solution can have a major payoff. With that said, there’s no point in having software with powerful features if your techs don’t know how to use it.

Your HVAC techs should feel comfortable using HVAC software for multiple functions, from finding what equipment is available (or when certain equipment might be available) to understanding a customer’s history with the business.

For the best results, avoid field service management solutions with cluttered or confusing user interfaces. Opt for a simple, clean, easy-to-use interface that makes sense to you and your team. Otherwise, it’s just going to create headaches down the road. 

Remember: Your goal is to provide a seamless customer experience from start to finish—and that requires an easy-to-use operating system to guide the process.

2. An Efficient Mobile App

Your HVAC techs spend time in the field every day. It’s what they do. As a result, you need HVAC software that offers a mobile app so your techs can access key functions (think: invoicing, clocking in, checking job details) from the palm of their hands.

Your solution’s mobile app doesn’t need to provide access to every single feature, but your techs should have access to the most important functions when they’re out of the office. Again, the user interface should be relatively painless, and you should find a solution to satisfy even the least tech-savvy employees.

3. Powerful Invoicing and Billing Features

A key component of any field service management business—HVAC included—is the ability to quickly invoice customers in the field or at the office. Your software solution should provide user-friendly invoicing templates so your technicians can bill customers after completing a job.

Some backend solutions, like Quickbooks Accounting, also feature inventory tracking. With user-friendly inventory tracking features, you can see what’s on order so your technicians always have the parts they need to keep working.

4. GPS and Technician Tracking Tools

When your techs spend most of their time in the field and you receive orders from a central office, technician tracking tools can keep everyone on the same page. Tracking tools provide total visibility over your technicians, their job progress, and where they’re going next.

By tracking techs, you can make sure they take the most efficient routes to cut down costs. You can also track how many hours techs spend on each job, which can help you save time and peace of mind when doing payroll.

With smart GPS tools like Google Maps integration, you can pinpoint where your techs are at all times. If an urgent job pops up, you’ll be able to send your closest techs without missing a beat.

5. Customer Relationship Management Integration

Like field service management software, customer relationship management (CRM) software creates a centralized platform to streamline your operations. But there’s one key difference: CRMs collect customer-related information to provide a comprehensive analysis of customer data.

If you’re already using a CRM, you’re probably storing customer details, account information, sales data, and more. And if you’re not using a CRM yet, it’s time to start giving your sales team the data they deserve. With the right insights, it’s easier than ever to streamline the customer experience.

So, where does CRM integration come into play? Think of integration as a tool to link your field operations with other channels. 

CRM integration can give your on-site techs access to information about customer calls to your sales team so they can provide a personalized experience tailored to their unique needs. Or, it can show your customer service team when to follow up with certain customers for preventive maintenance. This way, you can maximize customer satisfaction and keep your appointment book full.

6. Scheduling and Dispatching Tools

The best way to streamline your operations? Scheduling and dispatching tools. With the right tools, you’ll have access to all open jobs so you can schedule techs while avoiding conflicts. Once you’ve finished scheduling techs, every tech will receive a task list (along with all the necessary information about the job) so they can hit the ground running. 

If any questions pop up along the way, your techs can reach out to your office staff for more details. For instant updates in the field, many HVAC software solutions offer 1:1 messaging and group chat options for job-specific conversations.

Scheduling and dispatching tools aren’t just great for day-to-day operations. They can also help you plan ahead for the peak season so you can keep your techs busy and your customers satisfied. Win-win!

Position Your HVAC Techs for Success

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Your HVAC techs are the face of your business. You need to help them put their best foot forward, and that starts with backend support from an efficient field service management system.

Choosing the right HVAC software might seem complicated, especially if you’re implementing your first backend system. But there’s good news: No matter what your internal systems look like, finding the right solution for your techs doesn’t have to feel overwhelming.

At Company 119, we’ve worked with many HVAC contractors—and we’re here to help you find the perfect solution for your business. Contact us today to give your HVAC techs the tools they need to succeed.

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