Field Service organizations have to deal with a huge number of customer requests that are spread across various geographies. With companies focusing more on brand –building and better service delivery it is very important for service organizations to improve their operations and increase the quality of service. Adding to it is the rise of competition in the market, resulting in multiple options in front of the customer. To retain the customer and to increase the customer base, enterprises should strategize and implement for a better field service management.
Field Service organizations can manage their operations better by automating the processes and field workforce. Planning day-to-day operations, implementing the strategies, measuring the performance and analyzing the operations on a daily basis helps analyzing the company approach in the wake of delivering a superior service. The key elements of workforce management understand the workflow, efficiently scheduling the workforce, personalization of services to the customer, measuring the impact of field operations and reporting.
Steps to understand and design the automated workflow
Workflow: Service organizations must establish the order in which tasks have to be performed. This is the first step in creating an automated workflow. Understanding the daily operations and standardizing few of the procedures helps in creating a better and organized operational workflow. The tasks include setting scheduling and dispatching of field jobs, allotting the run sheets/customer details to the field worker, helping him in reaching the customer easily and analyzing the entire operations.
Impact of automated workflow on the field operations:
Scheduling & Dispatching: The customer base is spread across various geographies and so the customer base can be divided into many subsets based on the requirement, proximity of the field worker, workload of the field executive, availability of the tools with the workforce etc. Effective scheduling & dispatching helps in
(i) Increasing the field workforce efficiency
(ii) Increasing schedule accuracy
(iii) Optimization of resource allocation
(iv) Reduce customer response time
Impact of getting real-time updates from the field, analyzing the field operations, uberisation of workspace will be discussed in the next blog.