Field staff tracking software: work orders and GPS visit tracking
In companies that work in the field, such as technical service, maintenance, cleaning, pest control and security, managers usually ask the same questions: Where did the team go today? Which job is done, and which is still waiting? Who has the customer's request? Field staff tracking software answers these questions without endless phone calls.
In this guide we explain how to set up work order and visit tracking, what to look for in the software and how to protect your employees' privacy.
What does field tracking solve?
- Who is where? The location where a visit was started is recorded; a visit started far from the customer's address is flagged.
- What is the job's status? The request, approval, assignment, in-progress and completed stages appear on the same screen for everyone.
- What was done? Photos, notes and checklists become a record of the work, making it easier to keep the customer informed.
- Who should see what? Field staff see only their own jobs, and customers see only their own requests.
How to set up a work order flow
A work order is the single record of a job: which customer, which address, what needs doing, by when and by whom. A well-designed flow works like this:
- Request: The customer opens a request in the portal, or the office enters a request that came in by phone.
- Approval: A manager or planner approves the request, or rejects it with a reason.
- Assignment: The job is assigned to a field staff member, with a priority and due date.
- In progress: The staff member starts the job, ticks off the checklist and adds notes to the messages if needed.
- Completed: The job is closed with the outcome and photos; the customer sees the status.
Jobs opened by the office itself can start already approved; you don't have to put every job through every step. What matters is that the job's status is updated in the system, not over the phone.
How does GPS visit checking work?
With location-checked visits, the phone's location is taken when the staff member starts the visit, and the distance to the customer's registered address is calculated. Visits started outside the limit you set (300 metres by default in Sahabulut), or where no location could be obtained, are flagged. At the end of the day, the manager checks quickly by looking only at the flagged visits.
There is an important distinction here: taking a location at the moment of a visit is not the same as tracking staff all day. Sahabulut takes location only when a visit is started and with the staff member's permission; it doesn't track location continuously in the background. This approach makes it easier for employees to accept the system and keeps personal data processing proportionate.
Communication between office and field
What wastes most time in field work is often not the job itself but the conversation about it: what was the address, what did the customer want, has the part arrived, is the job finished? When these conversations stay in phone calls and messaging apps, they get lost, and the next staff member asks the same questions all over again.
Messages attached to the work order solve this problem. The planner writes a note on the work order, and the field staff member asks questions and adds photos in the same place. Internal notes are visible only to company employees, so messages open to the customer and internal team notes don't get mixed up. When someone visits the same customer months later, past jobs and notes are there on the customer record.
Checklist for choosing software
- Is the visit location compared with the customer address, and can the distance limit be adjusted?
- Can photos and notes be added to a visit?
- Do work orders have priority, due date and checklists?
- Can customers open their own requests and follow their status? Do internal notes stay hidden from the customer?
- Can roles be separated: manager, planner, field staff and customer?
- Can you add custom fields to the customer record (such as contract number, device model or region)?
- Is it comfortable to use on a phone? For field staff this is the most important criterion.
- How does the price rise with the number of staff?
Setup: the first two weeks
| When | What to do |
|---|---|
| Day 1 | Add the team, assign roles and set the distance limit for visits. |
| Day 2 | Enter customers and their addresses; check that the locations are in the right place on the map. |
| Day 3 | Write down the checklist items for common jobs; you'll use them when opening work orders. |
| Days 4 and 5 | Try it with two or three staff members and gather feedback. |
| Week 2 | Roll it out to the whole team; launch the customer portal with your key customers. |
What field tracking software costs
Field tracking software is generally charged monthly according to the number of staff. In Sahabulut, the Starter plan for up to 3 field staff is ₺790 a month, and the Professional plan for up to 10 staff is ₺1,790 a month (excl. VAT); for larger teams, the Enterprise plan is priced by quote. Pay yearly and get 2 months free. Details: Sahabulut plans.
The mobile app is coming soon. Today, field staff use the panel in their phone's browser; starting visits, adding photos and handling work orders are all done from the phone.
Frequently asked questions
Is it legal to track field staff location?
An employee's location is personal data; the purpose must be clear, the employee must be informed and the approach must be proportionate. Taking location only at the moment of a visit is more proportionate than continuous monitoring. Get your legal adviser's opinion for your own situation.
What happens if a staff member starts a visit away from the address?
The visit isn't blocked, but it is flagged. The manager sees flagged visits separately in the panel and can open the point where the visit was started on the map.
Can my customers open requests?
Yes. In the customer portal, customers open requests on their own behalf and follow the status of the job; they can't see your company's internal notes. This feature is included in the Professional and Enterprise plans.
Which sectors is it suitable for?
Companies that work in the field or at customer premises, such as technical service, maintenance, cleaning, security, pest control and agencies.
Is there a mobile app?
The mobile app is coming soon. The panel works in a phone's browser; field staff can do everything from their phone.