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.
An enterprise has several business units and systems at execution level. Acronyms like FSM -Field Service Management, CRM- Customer Service Management, SCM-Supply Chain Management, ERP – Enterprise Resource Planning, ESP- Enterprise Social Platform, ECM – Enterprise Content Management act as enterprise segments or systems. It’s difficult to exist in isolation for any system at enterprise.
Large organisations today, have complexity in managing orders and it this in turn, escalates supply-chain costs and also the inaccurate promises. A centralized view of orders cuts down the complexities, and enables them to identify and rectify the issues before they become an issue for the customers.
Many ecommerce, logistics, consumer durables, BFSI companies build an in-house IT infrastructure to automate field workforce and to enhance their operational efficiency. Let us see the challenges faced by the in-house IT department.