It is time to make New Year’s resolutions. Field service management decision-makers need to do well to end outdated practices. Practices past sell-by-date breed inefficiency and drag down the business.
Here is a change management action plan that your field service business needs to implement in 2020 to drive success and growth.
Related Reading: What 2020 Holds In Store For Field Service Industry
Manual scheduling is error-prone and inefficient. It takes away valuable time that you can otherwise spend on core revenue-generating activities. Scheduling delays and blind dark spots prevent the business from seizing opportunities.
Even without such drawbacks, scheduling is a complex task. Effective scheduling entails correlating a host of variables such as:
Automated scheduling factors in such variables with ease, and schedules with 100% accuracy. It optimizes agent time and ensures the right agent does the right job. Adopt an FSM suite like ReachOut to automate your work order management and task scheduling.
Many field service managers and supervisors customize ad-hoc Excel sheets and other software to undertake specific tasks. Once comfortable with it, they do not bother to press for a proper enterprise-level solution from their IT team.
Such ad-hoc arrangements harm your enterprise IT:
Opacity breeds inefficiency and degrades the customer experience.
In today’s Uberized world, clients expect to know the exact location of their technician. Most clients expect live tracking of technicians as a basic service.
A good field management suite goes beyond the ability to track the technician’s location.
An ideal FSM software is one that;
A long delay between making a service appointment and a technician arriving for the service puts off clients. 60% of consumers rate service as poor when they experience a long delay. They expect technicians to attend emergency jobs within two hours.
A field management suite optimizes technician allotment and reduces wait times. But a field service suite is of little use without qualified technicians. Businesses need to hire extra hands or train technicians to shorten the wait time.
Field service businesses need to invest in collaboration and augmented reality solutions to enhance the customer experience.
These technologies enable resolution without putting off complicated repairs for another day.
For a field service business, it is important to keep up with the growth of technology or changing customer expectations.
Leading field service managers invest in Artificial Intelligence and IoT to enhance their customer experience.
Related Reading: How IoT and AI is Driving Field Service Innovation
It is common for enterprises to develop different solutions for different functions, over time. Soon an ecosystem of disparate piecemeal software comes into play. A good new year resolution for field service enterprises is to ditch legacy piecemeal software or integrate it into a comprehensive field management suite.
A complete field management solution ensures the seamless flow of data. It offers
Many field service businesses equip and train technicians only on technical aspects. They ignore customer service. Field service technicians are often the only face-to-face contact for customers.
Consider technicians as brand ambassadors. Train them in soft skills, to deliver the best service possible. Technicians who leave a good impression on customers double your chance of the customers coming back to you for repeated service.
Related Reading: Keeping Your Field Service Customers Satisfied In The Digital Era
Field service businesses succeed when they meet or exceed customer expectations. Work towards a culture of placing the customer first in everything. With customer expectations constantly shifting, this is routine rather than one-off. Even top customer-focused enterprises cannot afford to rest on their laurels. ReachOut offers the world’s most affordable field services organizer. Get in touch with us to learn how ReachOut can transform your field service business in 2020.