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 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 to analyze 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.
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.
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, the proximity of the field worker, workload of the field executive, availability of the tools with the workforce etc. Effective scheduling & dispatching help in
Impact of getting real-time updates from the field, analyzing the field operations, uberisation of workspace will be discussed in the next blog.
Businesses must ensure end-to-end visibility of forward and reverse delivery processes to manage returns efficiently. Control over logistics processes is a key when it comes to orchestrating returns and without complete visibility, it’s impossible to gain control.
The rise in the increased use of mobility for field service has been in parallel and based on the heightened use of cloud services.With mobile being one of the five top areas for cloud expansion, many of the businesses are employing cloud platforms.
Lack of visibility into real-time execution is a serious problem because that leads to a situation where key stakeholders are completely unaware of what the leaks in the system are which are causing significant drain on productivity and resources.