Pointman Blog

Keelin Burke

Recent Posts

The Complete Guide Turning Your Office into a Paperless One

Posted by Keelin Burke on May 16, 2017 2:34:12 PM

How many pieces of paper do you think you sort through on a daily basis? One? Ten? Twenty, even? There is nothing more overwhelming than a desk cluttered with stacks on stacks of seemingly “important” documents. We know transitioning to digital documents would be a solution, but that's a complete 180° from what we are accustomed to. Plus, sometimes going paperless can come with the same headaches faced in a paper-filled office. Okay...which folder did I save that file in?


How do you go about transitioning from paper to paperless without facing organizational pitfalls and missing information, especially on a company-wide scale?

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Topics: Mobile Forms

The "Uber" of Field Service? How the Internet of Things May Change the Future of Field Service

Posted by Keelin Burke on Apr 27, 2017 4:22:47 PM

Have you ever traveled to a different city and have some last minute transportation changes? For most of us, nowadays. We know that if rental car trouble or lack of parking is an issue, we can turn to handy services like Lyft and Uber to pick us up. The wait time is minimal, the service is (typically) impressive, affordable, and gets you from point A to point B with ease.

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Topics: Cutomer Satisfaction, Customer Service, Business Owners

How to Get the Most Out of Your Field Service Software

Posted by Keelin Burke on Apr 26, 2017 3:04:00 PM

Field service software is a great way to improve the way your business operates, streamline day-to-day operations, and improve communication company wide. But how do you know if you’re getting the most out of your chosen software? Are you using it to its fullest potential?

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Topics: Field Service Software, HVAC Service Software

Avoid These 4 Field Service Software Search Pitfalls

Posted by Keelin Burke on Apr 25, 2017 3:49:36 PM

The market of field service software is certainly a competitive one. At any given time you could see multiple advertisements claiming to be the best value or “the #1 app,” imploring you to either switch or to choose them. How do you avoid the pitfalls of possibly choosing a solution that harms rather than helps your business? Keep reading before deciding to settle with the first Google search result.

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Topics: Field Service Software, HVAC Service Software

Do You Know Your Customer? 5 Ways You Can Get to Know Them Better

Posted by Keelin Burke on Apr 24, 2017 3:38:12 PM

In the past, businesses used to be community centric to the point where many business owners knew each of their customers by name. The only “demographics” they thought about were which people lived in their neighborhood. Nowadays, the increase in globalization and introduction of the internet has completely revolutionized how we as a society communicate with and view customers. Customers are thought of as groups and numbers rather than individual people.

In the field service industry, techs are in a unique position to get to know the customer better than many other professionals because of how close-to-home (literally) the work they perform is. While this has its pros, there are also a lot of cons to working so closely with customers, one being the heightened expectations they have.

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Topics: Customer Service

5 Free Ways to Start Marketing Your Field Service Business Online

Posted by Keelin Burke on Apr 21, 2017 11:40:00 AM

TV, radio, newspaper, yellow pages, flyers, and word of mouth. The six main ways field service businesses used to go about marketing their services. Nowadays, with Google, Bing, social media, and the decline in network TV and radio users, traditional ways of advertising have fallen by the wayside.

Before jumping on board and hiring a pricey agency or digital marketer to join your team, there are plenty of things you can do for free that can significantly increase the amount of internet traffic coming to your site. Plus, by making these changes, you can positively build relationships with present and future customers.

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Top 6 Reasons Your Field Service Company is Losing Customers to Someone Else

Posted by Keelin Burke on Apr 19, 2017 3:57:00 PM

Customer relationships are sacred. One wrong move can quickly send even a loyal customer searching for a new company to use in the future. Sometimes there are clear indications that a customer is ready to jump ship, other times the reasoning is more subtle, however to the customer - it means everything. Situations like negative customer experience or poor job completion are obvious reasons why a customer would choose to move on, however sometimes there are more factors at play.

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Topics: Cutomer Satisfaction, Customer Service

Why You Should Care About AI's Involvment In The Field Service Industry

Posted by Keelin Burke on Apr 19, 2017 3:14:08 PM

There’s been a lot of talk in the industry lately about how artificial intelligence is revolutionizing the field. Specifically, field service software providers are in a unique position because of how they can manipulate certain components of artificial intelligence to benefit those who are in the field service industry.

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Topics: Business Owners

How to Deal with Negative Reviews About Your Field Service Business (and What to Do About It)

Posted by Keelin Burke on Apr 18, 2017 10:46:45 AM

Picture this: A tech returns to the office after completing a complicated, lengthy job at a customer’s home. The job was completed without any apparent kinks, however about an hour later you receive a notification for a negative Yelp review regarding that same job! Shocked, you ask the tech why they didn’t let you know that the job had gone awry and customer was unsatisfied. The tech is confused and reports that the job went well, and that they were unaware that the customer had a bad experience.

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Topics: Cutomer Satisfaction, Field Service Software, HVAC Service Software, Business Owners

6 Reasons to Use A Field Service App

Posted by Keelin Burke on Apr 13, 2017 10:56:01 AM

Time and efficiency are two things that are constantly on the minds of most contractors and home service professionals. One of the most difficult components of running a business involving employees out on the field is communication. Sometimes jobs can be canceled minutes after a tech heads out, other times there is vital information required to perform a job on a returning customer that the necessary personnel may not have access to. Additionally, home service professionals and contractors face the problem of experiencing miscommunication between employees on the field and back office operations, causing unnecessary, repeat paperwork, improper or missing information, and a lot of frustration.

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Topics: Field Service Software, HVAC Service Software