The ability to track, analyze and improve technician time and utilization is a great way for IT services small- to medium-sized businesses (SMBs) to calculate ROI and increase profitability. But with your techs constantly on the go, it is hard to capture all of the necessary information and complete all the necessary steps to finish the job, send the invoice and collect payment even if you have a business automation software or IT help desk system in place.
Or, at least it used to. With a mobile app, your techs can have access to all of the key features of a business automation software at their fingertips. Let’s take a look at the 11 must-have features in a mobile IT service ticketing app:
Multiple Platform Support
Like all apps these days, you need to make sure the mobile IT service ticketing app is supported on multiple platforms, especially Apple iOS and Android, and on both mobile phones and tablets in order to give your service techs the most accessibility. Plus, making it easy for them to add the app on a familiar device will encourage them to use it.
Your techs are busy, so make sure they have an easy, at-a-glance look at their daily schedule that they can use to plan out their next stop and/or their entire day. This agenda also needs to have the ability to update on-the-go should your dispatcher need to reassign or add tasks.
Dispatch Board Information
On the flip side, your dispatcher needs to be able to track each tech’s status. So the mobile app needs to not only be connected to the IT help desk, service ticketing or desktop application you use but also send automatic updates that display on the dispatch board.
Depending on your mobile phone service provider, your techs may lose signal in different parts of town or inside certain customer buildings. So you’ll want to make sure that the mobile app saves any information while offline and automatically syncs that information when the tech’s device regains connectivity.
It’s not enough just to have a customer’s address available (that is a given). The mobile app must have either an internal navigation system or an integration to the device’s navigation app (like Google Maps) that automatically opens when the tech clicks on the address.
Enhanced Account Information
In addition to a customer’s general account information and the service order or ticket details, your techs are going to need all of the information needed to complete their assigned task, such as network passwords. Of course, the mobile IT service ticketing app will need to have encryption ability in order to keep sensitive information secure.
Service Ticket Time Logs
Keeping track of the work performed and the amount of time it takes is key for tracking, analyzing and maximizing technician time and utilization. The app should have an easy-to-use work timer that can be stopped or cancelled as needed (maybe your tech needs to take a bathroom break) without having to complete and/or close a service order.
Voice Note Dictation
With access to each service ticket and account, the tech will be able to type in details about work completed and parts used. But sometimes the keyboards on cell phones can be hard to use for people with sausage-sized fingers or less desirable in general. The ability to use voice note dictation, therefore, can save your techs a lot of time and frustration.
Sometimes words just don’t cut it when it comes to documenting work completed. So when your tech needs a visual log, they should be able to pull up their mobile phone’s camera function in the IT service ticketing app to take a photo and attach it to the service order, customer account and/or sales opportunity.
Invoices and Payments
The whole goal of an IT service ticketing app is to eliminate the need for your tech to carry around any kind of paper, including invoices and payment slips. So, the app should auto-generate invoices when a service order is closed and allow for techs to enter payments and send email receipts in minutes.
The final time-saving feature your techs need in the field is the ability to digitally capture signatures. With either an integration to an electronic signature software, such as DocuSign, or a native feature within the IT serviced ticketing app, customers can approve and sign service orders to speed up the billing and payment process.
Beyond a Mobile App
A feature-rich mobile IT service ticketing app is just one must-have component of a complete IT help desk and business automation software, such as a PSA software solution or ERP platform. Download our PSA Checklist for Technology Service SMBs to start your search for the best solution for your company.