How Do Home Warranty Administrators Maximize Customer Satisfaction and Profitability? | ServicePower | Innovating Field Service

Consumers buy insurance for peace of mind. No doubt about it.

Though insurance comes in many flavors, the basics are the same across providers, so it’s very difficult for providers to differentiate themselves to drive future sales.

For home warranties in particular, consumers look to administrators to protect the literal roof over their family’s head, providing repair and sometimes replacement services for covered products and home systems.

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Applying the Intelligent Decision Heuristic to Large Scale Technician and Task Scheduling | ServicePower | Innovating Field Service

Amy Khalfay, currently a PhD candidate in the School of Computing, Mathematics and Digital
Technology at Manchester Metropolitan University, is working in conjunction with MMU and ServicePower to research additional Quantum powered intelligent decision logic related to field service scheduling.  ServicePower filed patents for four new Quantum optimisation algorithms in 2016 which have now been proven to significantly improve mobile workforce deployment and efficiency, up to 50% more than older technologies.

In this newest round of research and development, Amy discusses new quantum based improvements in her paper, "Applying the Intelligent Decision Heuristic to Large Scale Technician and Task Scheduling Problems" which has been accepted for presentation to the KES Intelligent Decision Technologies (IDT) 2017 conference being held in Portugal in June. 

In the blog below, Amy discusses her research and its implications on field service scheduling. 

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Is Your Warranty Claims Process Quick and Error Free? | ServicePower | Innovating Field Service

I’ve been in field service long enough to remember when a computer was something that took up a floor of a building; updating a service manual meant ripping old pages out and inserting new ones; finding a part number required postage-card-sized transparencies and a one-eyed viewer; and parts ordering, invoicing, expense reporting, and service logging took penmanship and spelling skills. Today a hand-held device contains more computing power than a building-sized computer in 1985, when I began my career (32 years-ago – where does the time go?); all manuals, parts lists, invoicing, expense reporting, and service logging are handled by said device; and spell-checked typing means I don’t have to fill out three invoices until I get it right.

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Paradigm Shift: The Case for a Hybrid Labor Force | ServicePower | Innovating Field Service

As a field service technician with over thirty years’ experience as a fulltime employee, the thought of becoming a contractor is a scary proposition. But that is exactly the path many service companies are headed down – and for good reason. Contracting out field service work adds flexibility, scalability and can even mean more profits for companies that choose to head in this new direction. My fears were subdued when I read the Aberdeen article, Third-Party Field Service: Work Together to Deliver High Levels of Quality. The report praised a practice known as “hybrid labor forces” that are a blend of fulltime employees and contractors for times when workload exceeds the on-the-street manpower on any given day. It can even work out for the betterment of field service technicians.

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Facing A Problem Is A Great Way To Enhance Operational Excellence In The Field Service Industry | ServicePower | Innovating Field Service

Operational excellence is often defined as engaging employees, building customer loyalty, and maximizing productivity. Additionally, revenues being in line or regularly increasing. To enhance operational excellence, if any of the above are not being met, this means facing a problem head on.

Often, leaders within field service organizations make big decisions based upon what they feel in their gut. You need to change your approach so that you are not constantly being reactive. Once you move past just reacting in the break-fix model, you can begin using analytics and a predictive model that will allow you to stay in greater control of your operations and allow you to exceed all of your expectations.

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