What Is Work Order Management? A Guide for Field Service Leaders

Work order management is the systematic process of creating, assigning, tracking and completing maintenance and other field service requests to ensure smooth operations and high-quality service delivery.

Our research finds that 74% of mobile workers say that customer expectations are higher than they used to be and that their workload has increased over the past year. This underscores the need for more efficient work order management in field service.

Here, we explain the importance and benefits of effective work order management, outline the stages and steps involved, discuss common challenges, provide best practices for optimisation and more.

• What is work order management?
• Benefits of work order management
• Work order management best practices
• How to choose work order management software
• Achieve operational excellence through effective work order management

Work order management is the structured process of creating, assigning, tracking and completing maintenance and other field service job requests. Field service management software helps ensure tasks are handled efficiently from creation to resolution, maintaining a seamless flow that meets operational goals and customer expectations.

Why is work order management important?

Improving work order management is a key priority for field service leaders. Our research finds that 66% of mobile workers say that their cases are more complex than a year ago.

Efficient work order management streamlines service workflows, reduces response times and ensures tasks are completed accurately and on time. This boosts productivity and increases customer satisfaction.

When service requests are handled quickly and effectively, customers trust the organisation and are more loyal to it. Plus, our research shows that 88% of customers say good service makes them more likely to purchase again.

Work order management also plays a critical role in resource allocation and asset service management. By optimising the assignment of tasks, field service organisations ensure their workforce (both employees and contractors) and assets work to their fullest potential, reducing downtime and operational costs.

Effective work order management also helps to maintain compliance with industry standards and regulations. By maintaining detailed records of all service activities, organisations can demonstrate adherence to safety and operational guidelines, cutting down on the risk of legal problems and fines.

Work order management offers numerous benefits, including:

1. Improved efficiency: Streamlined processes and the right data in one platform mean that field service technicians are set up to complete more requests in less time. Automated workflows reduce administrative work and not having to search for customer, asset or product details on jobs are key to boosting efficiency.
2. Improved customer satisfaction: Timely and effective service delivery results in happier customers and increased loyalty.
3. Better resource usage: By managing and allocating resources more effectively, organisations ensure that they’re getting the most from their workforce and assets. This means less waste in terms of physical equipment and less carbon emissions — supporting field service sustainability.
4. Accurate reporting and analytics: Work order management systems provide valuable data that can be analysed to identify trends, measure performance and make better decisions. This helps in continuous improvement and strategic planning.
5. Reduced downtime: By actively managing work orders, organisations minimise equipment downtime and make sure critical systems remain functional. This is particularly important in industries, such as utilities, telecommunications and manufacturing, where equipment failures can have significant financial and operational impacts.
6. Improved accountability: Clear assignment of tasks and responsibilities means everyone knows what they need to do and when. This promotes a culture of accountability. Work is completed on time and meets standards.
7. Increased transparency: Work order management gives field service managers a clear view of all ongoing and completed tasks. This helps identify bottlenecks and allocate resources more efficiently.

Challenges of work order management
Despite its benefits, work order management comes with its own set of challenges, each requiring strategic planning to overcome. These include:

1. Managing diverse service requests: Service requests can vary widely in nature and complexity. Ensuring each request is handled appropriately requires a flexible and adaptable field service management system, like Salesforce Field Service.
2. Optimising scheduling: Scheduling is crucial for maximising resource usage and minimising downtime. However, it can be challenging to balance the availability of personnel and equipment with the demands of service requests.
3. Handling unexpected disruptions: Unforeseen events can change even the best-laid plans. Effective work order management requires being able to adapt quickly to changes so service delivery remains uninterrupted.
4. Integration with existing systems: Many organisations use multiple systems for different aspects of their operations. Integrating work order management with these systems can be challenging but is critical to ensuring data is not trapped and is easy for mobile workers to view and edit.
5. Keeping up with technological advancements: The rapid pace of innovation in tech means that organisations must continuously update their work order management systems to stay competitive. This requires ongoing investment in training and technology, which takes time and money.

Stages and steps of the work order management process

1. Creation: The process begins with the creation of a work order. This can be triggered by customer requests through self-service solutions like Appointment Assistant. Or a work order may be created in response to routine maintenance schedules, internal audits or alerts tied to asset status. Work orders should include detailed information about the task, including the nature of the issue, the location and any specific requirements.
2. Assignment: Once created, work orders are assigned to the appropriate technician or team. This step involves matching the requirements of the task with the skills and availability of the field service technicians. This makes sure the right technician with the right skills, tools and availability is always dispatched. Salesforce Field Service includes a scheduling algorithm that ensures the best possible match for every job.
3. Execution This is the actual delivery of services to the customer. Field service technicians must make sure they have the right parts, tools and equipment, get briefed on the job and follow the steps in the work order through to completion. In some cases, they may quote the customer for another part or upsell an additional service.
4. Completion: This is the final stage of the work order. It involves verifying that the task has been finished to the required standards and closing out the work order with any necessary documentation or customer feedback.

Types of work order management

Work order management can be categorised into several types based on the nature of the service requests. Let’s look at some common maintenance ones:

1. Preventative maintenance helps identify and address potential issues before they become significant problems, reducing downtime and maintenance costs.
2. Proactive maintenance focuses on identifying root causes of equipment failures and improving overall reliability.
3. Predictive maintenance focuses on predicting and preventing specific failures using real-time monitoring, data and advanced analytics.
4. Reactive maintenance handles unscheduled repairs and maintenance tasks triggered by equipment malfunctions or failures. Reactive maintenance is essential for addressing unexpected issues and making sure equipment and systems remain up and running.
5. Emergency response involves urgent service requests that require immediate attention to address critical issues, like a flood. Emergency response work orders prioritise tasks that have significant operational or safety implications so they are addressed promptly.
6. Inspections and audits: Regular checks and audits to ensure compliance with safety and operational standards. Inspections and audits help identify potential risks so all systems and processes adhere to regulatory requirements.

Work order management process examples

To illustrate the stages, steps and types, let's consider a couple of examples:

1. Routine preventive maintenance: A manufacturing company schedules routine maintenance for its machinery. A work order is created, detailing the tasks required. The work order is then assigned to a technician with the necessary expertise. The technician performs the maintenance, updates the work order status and closes it upon completion.
2. Reactive service request: A customer contacts an utility company with a service request to replace a faulty metre. A work order is generated and assigned to a field service technician. In this case, the technician visits the customer's location, resolves the issue and updates the work order before closing it. In some cases, issues can be resolved with Visual Remote Assistant, reducing truck rolls and supporting field service sustainability.

Work order management success starts with these best practices:

1. Standardisation: This establishes uniform processes and protocols to ensure consistency and reliability in field service delivery. Standardised procedures also help in reducing errors and improving efficiency.
2. Communication: Maintaining clear and timely communication between teams and customers helps to set expectations and keeps all stakeholders informed. It also means that everyone is aware of their responsibilities and any changes in the status of work orders.
3. Training: Providing regular instruction for field service teams ensures that they have the skills and knowledge to handle work orders quickly and effectively. Trailhead, Salesforce’s free online learning platform, is a great way to keep your team up to speed on all they need to know for successful field service delivery.
4. Continuous improvement: Regularly review and refine workflows to identify areas for improvement and implement changes as needed. Continuous improvement initiatives mean that service delivery remains aligned with organisational goals.
5. Use technology: Pull in advanced technologies such as artificial intelligence (AI) and machine learning. These technologies can provide real-time data, predictive insights and automation capabilities that improve decision-making and operational flow.
6. Customer feedback: Incorporate these responses into the work order management process. Understanding customer needs and preferences helps in tailoring service delivery to meet their expectations and improve satisfaction.

AI for customer service in work order management

Incorporating AI for customer service can significantly boost your work order management processes. AI customer support tools can automate routine tasks, provide real-time assistance and analyse large volumes of data to offer actionable insights. By using AI, organisations can reduce operational costs and improve customer satisfaction.

One of the key benefits of AI in work order management is its ability to automate the creation and assignment of work orders. AI-powered systems can analyse incoming service requests, categorise them based on priority and complexity and assign them to the appropriate technicians.

AI customer support can also improve communication and collaboration among service teams. AI chatbots and virtual assistants can provide technicians with real-time information, troubleshooting tips and step-by-step guidance, reducing downtime and improving first-time fix rates. The technology can also predict potential issues before they escalate, enabling proactive maintenance and reducing the likelihood of service interruptions.

By analysing historical data, AI can identify patterns and trends, helping organisations optimise their processes, forecast demand and allocate resources more effectively. This data-driven approach ensures continuous learning and drives operational excellence.

How to manage and optimise the work order process

Optimising the work order process requires a combination of strategic planning, best practices and the right technology. Here are some tips to help you to manage it all:

1. Implement field service management software: Use field service management software that automates workflows, provides real-time tracking and integrates with other systems. This enhances visibility and control over the entire work order process. Advanced software solutions offer features such as automated customer service workflows and scheduling that help in managing work orders.
2. Empower teams: Equip service teams with the tools and information they need to perform their tasks, including a mobile app that’s connected to the field service management software. This provides them with access to work orders, real-time updates and detailed task instructions — no matter where they’re located and even if they’re off-line. Empowered teams are more productive and can handle work orders more efficiently.
3. Monitor and analyse performance: Use key performance indicators (KPIs) such as response time, completion time and customer satisfaction to measure effectiveness and identify areas for improvement.
4. Prioritise safety and compliance: Ensure all work order management processes adhere to safety and regulatory standards. Regular training and audits can help in maintaining compliance and reducing the risk of legal and financial repercussions.

Selecting the right work order management software is crucial. Consider the following factors when evaluating your options:

1. Scalability: Ensure the software can scale with your organisation's growth and accommodate increasing volumes of work orders. Scalability is essential for ensuring the software remains effective as your operational needs evolve.
2. Integration: Look for software that integrates seamlessly with your existing systems, such as enterprise resource planning (ERP), customer relationship management (CRM) and asset service management solutions. Service Cloud, for example, integrates with most business applications and creates a unified workflow while reducing administrative overhead.
3. User-friendliness: Your tools must be intuitive and easy to use, minimising the learning curve for your team. User-friendly software enhances adoption and reduces the time required for training.
4. Mobile access: This enables field technicians to receive and update work orders on the go — even when they’re working in places that no connectivity. Mobile access improves efficiency and flexibility for a mobile workforce.
5. Real-time tracking: Real-time tracking and updates give you visibility into the status of work orders and enable proactive management. Real-time tracking helps identify and address issues promptly.
6. Reporting and analytics: Monitor performance, identify trends and make data-driven decisions. Advanced analytics features help optimise work order management processes.

Effective work order management is essential for delivering high-quality service, optimising resource utilisation and maintaining customer satisfaction. By implementing best practices and using advanced technologies, organisations can streamline their work order processes, reduce operational costs and enhance service delivery. Investing in the right work order management software is a crucial step in achieving these goals.

A well-managed work order process not only improves efficiency and productivity but fosters a culture of accountability, transparency and continuous improvement. By prioritising work order management, organisations can outperform their competitors and deliver exceptional service to their customers.