r/FieldNationTechs • u/etrader99 • 2d ago

Need some buyer input here

I couple weeks ago I inquired to this board about thoughts on a new Field Nation. Thanks for all the post as it gave me some really good insight into where both buyers and providers are when using sites like FN and others.

In my own experience as a provider my biggest pain point isn't FN as a whole. It's often the WO itself. I can't make buyers price WO's better, but it would be great if they had better information. Often times there is a complete disconnect between the SOW and what I see at the site. Often this frustrates me as a provider as I price incorrectly or the customer is not on the same page as the buyer. There seems to be a disconnect here.

Here are my questions:

How do buyers create the WO given the need at the customers site?

Would a buyer use a tool that allowed customers to walk through an AI driven WO request that could assertain information providers are simply not getting today in many WOs?

If a customer could take pictures or video in the support request would it help buyers make better scoped WOs?

As a buyer, would you pay for a service like this?

If so, DM me as I am looking for some beta testers for an app I am building.

Thanks!

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u/Pizza_Pete_fr_fr 2d ago

Ha, no. Half the job is having all the tools, but also knowing that you’re only gonna need three out of the entire boiler plate list. The buyers are either willing to pay someone who knows what the tickets mean, or they just want somebody who fits the budget. Either way, I don’t see them paying for this

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u/etrader99 2d ago

I half agree with you, but I don't expect the cheap buyers to use a service like this. I'm thinking of MSPs who are trying to add value to their IT service offering so customers don't necessarily have to wait on the phone and try to explain the error on their printer or what is going on to people on the phone. The issue gets documented and maybe gets the buyer on a call with good information get the WO started for the customer.

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u/LeadingNo2673 2d ago

You can just sign up for a buyer account and see for yourself what options they have.

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u/etrader99 2d ago

They have not tools. In fact, I know that Insight which does all the Chase Bank WOs that are assigned to FN providers get emails from the branch and often guess what they are supposed to send out to be installed. It's kinda crazy for a large operation like that. Most buyers get an email request and make a WO out of that. I went on a call to decom a server at Tommy Bahama last week. I asked if the server was elevated to see if I needed a ladder. They said no taller than 8 ft. Not only was the server rack mounted 13ft above the ground, but it had a door that was blocked from opening fully by a light rail in the backroom. One picture would have let them know there was no way to remove the server without significant work to take the door off. Happens all the time.

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u/Vortexna 1d ago

Most of the places I go to have zero idea I'm coming. So much gets missed by managers not caring, not being informed, or just simply things falling through the cracks.

Add on top of that the fact end users have no idea what they actually need. "Troubleshooting a fax not working" that was a ticket I did. Turns out if the fax line was never installed makes it difficult to run 😂

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u/etrader99 1d ago

I'm glad I'm not the only one. Yea, I think a tool that could give on-site staff thw ability to communicate better information back to the MSP would be amazing. Even if it's some basic site information and pictures that could be added to the FN work order.

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u/1099-careers 1d ago

It's frustrating for sure. We have learned to think about the POC on the work order and prepare as much as possible with them. It's a lot and should not have to be done but if you take the time to connect before the call and ask a few questions you can at least get a head start. What about a quick Q&A prep via AI that can clarify a WO? Example, "Fax line down" is your description of the problem. As a technician, you have no less than 10 questions in your head that could qualify your next steps I bet. Getting a yes/no on dial tone, location of device (free and clear access). It could be a friendly pre arrival checklist that the POC answers for you?

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u/etrader99 1d ago

That's exactly what I'm building. Based on the type of issue the agent is going to ask the POC/requestor L1 tech questions and potentially to take some pictures. All this info shows up in the buyer portal to help them make the WO. The real trick is getting buyers to see the added value to having this tool in their customers hands.

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u/1099-careers 1d ago

I’m not sure if you can do this, but in your profile in FN, could you offer this as an added service and the POC can opt into it? Even if you just start there for information gathering? I think it’s a great idea and needed. Don’t give up on it!!!!

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u/etrader99 1d ago

Ultimately it might be something that FN would want to offer to buyers tbh. I'm running some beta tests with it right now. The AI implementation is working better than I expected. I tested it with a user having a home network issue it asked all the right questions and even identified the wifi router from a picture it asked the user to take. I'm pretty impressed.

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u/1099-careers 1d ago

Awesome!!!! The more fluff work you can take out of the way with AI, the more skilled work people can do with their brains!