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 management.

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 optimization, and more.

• What is work order management?
• Benefits of work order management
• Common types of work orders
• 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 like Salesforce Field Service helps ensure tasks are handled efficiently from creation to resolution, maintaining a seamless flow that meets operational goals and customer expectations.

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 organization 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 optimizing the assignment of tasks, field service organizations 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, organizations can demonstrate adherence to safety and operational guidelines, cutting down on the risk of legal problems and fines.

Work order management is a system for handling maintenance and service requests. This ensures tasks are completed efficiently and effectively. Here’s a breakdown of how it typically works:

1. Request generation: A work order is initiated by a customer or an internal team. This can be for routine maintenance, emergency repairs, or other service needs.
2. Work order creation: Once the request is received, a work order is created. This document includes all the necessary details about the work.
3. Assignment: The work assigned to the appropriate team or individual. This step often involves considering the skills, availability, and proximity of the service personnel.
4. Scheduling: The task is scheduled based on urgency, resource availability, and other operational constraints.
5. Execution: The assigned team or individual performs the required service. This may involve diagnosing issues, performing repairs, or conducting maintenance tasks.
6. Tracking and monitoring: Progress is consistently tracked and monitored using software like Salesforce Field Service that provide real-time updates
7. Completion and documentation: Once completed, detailed documentation of the work performed, any parts used, and the outcome is recorded for future reference.
8. Customer feedback: Customer feedback is collected to assess the quality of service and identify areas for improvement.
9. Analysis and reporting: Data from completed work orders is analyzed to identify trends, optimize processes, and improve overall service delivery.

Following these steps ensures that your business maintains operational efficiency and customer satisfaction.

The better organized your workflow is, the more benefits you can expect in return. Work order management offers numerous benefits, including:

• 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.
• Improved customer satisfaction: Timely service results in happier customers, increased loyalty, and boosted customer satisfaction.
• Better resource usage: By managing and allocating resources more effectively, organizations ensure 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.
• Accurate reporting and analytics: Work order management systems provide valuable data that can be analyzed to identify trends, measure performance, and make better decisions. This helps in continuous improvement and strategic planning.
• Reduced downtime: By actively managing work orders, organizations minimize 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.
• 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.
• 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.

Work order management can be categorized into several types based on service requests. Let’s look at some common maintenance work orders:

• Preventative maintenance: Preventative maintenance helps identify and address potential issues before they become significant problems, reducing downtime and maintenance costs.
• Proactive maintenance: Proactive maintenance focuses on identifying root causes of equipment failures and improving overall reliability.
• Predictive maintenance: Predictive maintenance focuses on predicting and preventing specific failures using real-time monitoring, data, and advanced analytics.
• Reactive maintenance: Reactive maintenance handles unscheduled repairs and maintenance tasks triggered by equipment malfunctions or failures. This is essential for addressing unexpected issues and making sure equipment and systems remain up and running.

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

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.

Reactive service request: A customer contacts a utility company with a service request to replace a faulty meter. 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. Standardization: This establishes uniform processes and protocols to ensure consistency and reliability in field service delivery. Standardized 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 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 organizational 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.

As technology evolves, so do best practices. Interacting with a community of peers can help you stay on top of the latest developments. One great option is the Serviceblazer Community on Slack. It’s a thriving online group, providing a real-time experience to help you connect with other service professionals, get answers to questions, and even find future service or field service opportunities.

Incorporating AI for customer service can significantly boost your work order management processes. Consider Agentforce, the proactive and autonomous AI solution from Salesforce. Agentforce streamlines work order management with real-time updates, customizable workflows, and a customer portal, while providing detailed reporting and mobile access to enhance efficiency and customer satisfaction. Agentforce for Field Service automates scheduling, paperwork, and reporting — freeing skilled workers to focus on customer relationships.

AI customer support can also improve communication and collaboration among service teams using your field service software. AI agents built in Agentforce, 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 analyzing historical data, AI can identify patterns and trends, helping organizations optimize their processes, forecast demand, and allocate resources more effectively. This data-driven approach ensures continuous learning and drives operational excellence.

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

• 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.
• Empower teams: Equip service teams with the tools and information they need to perform their tasks, including a mobile app that’s connected to 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 offline. Empowered teams are more productive and can handle work orders more efficiently.
• Monitor and analyze performance: Use key performance indicators (KPIs) such as response time, completion time, and customer satisfaction to measure effectiveness and identify areas for improvement.
• Prioritize 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:

• Scalability: Ensure the software can scale with your organization's growth and accommodate increasing volumes of work orders. Scalability is essential for ensuring the software remains effective as your operational needs evolve.
• 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.
• User-friendliness: Your tools must be intuitive and easy to use, minimizing the learning curve for your team. User-friendly software enhances adoption and reduces the time required for training.
• Mobile access: This enables field technicians to receive and update work orders on the go — even when they’re working in places that have no connectivity. For example, Salesforce Field Service offers mobile access that improves efficiency and flexibility for a mobile workforce.
• 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.
• Reporting and analytics: Monitor performance, identify trends, and make data-driven decisions. Advanced analytics features help improve work order management processes.

Effective work order management is essential for delivering high-quality service, optimizing resource utilization, and maintaining customer satisfaction. By implementing best practices and using advanced technologies, organizations 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 prioritizing work order management, organizations can outperform their competitors and deliver exceptional service to their customers.