The most successful companies, regardless of the industry, need to make a commitment to constant assessment and evolution. Through carefully examining current methods of doing business and identifying weak spots, field service management leaders can take immediate action to remove these inefficiencies. The result: happier, more efficient technicians and higher customer ratings
Streamlining daily operations in your field service organization, with the help of powerful field service management software, takes your organization multiple steps forward in the race against the competition. AI-based automation will reduce wasted time and money, improve technician productivity, and satisfy more customers.
Below, we’ll explore the five most outdated methods modern field service organizations attempting to move forward must avoid when doing business.
Holding Extensive Orientations to Introduce Field Service Management Software
When introducing new field service management software to your team of employees and contractors, holding extensive in-person orientations using slide decks and other informational materials gets the message out there. But in the long run, an extensive orientation is not going to reinforce and drive software adoption.
According to the Ebbinghaus Forgetting Curve:
- 56 percent of learners forget the new information they’re presented within an hour
- 67 percent of learners forget the new information within a week
- 79 percent of learning forget the new information within a month
To promote software adoption among technicians who work with their hands on a daily basis, the best approach to take is one centered around microlearning: looking at smaller pieces of content more frequently to increase the likelihood that you acquire and retain information.
Try this instead: create a space where your technicians can learn smaller amounts of information, that they can access any time, at their own pace. Provide a high-level workforce management software suite overview, then let your technicians learn through their mobile devices.
Managing Your Warehouse Assets on Paper
When it comes to the way modern field service management companies handle their assets, some companies still use paper and pens to track their inventory. But, these outdated forms of managing assets are on their way out.
In their place, you’ll find forward-thinking organizations let technology monitor and manage their inventory for them.
- Reduced overhead costs
- More accurate tracking and monitoring of assets
- Higher FTFR as a result of arriving to service appointments with the right parts
If you’re manually counting all of your parts and frantically trying to predict which inventory you’ll need and when you'll need them, you’ll simply be left behind by your automation-driven competitors.
Try this instead: take advantage of asset and inventory management software solutions specifically designed for field service companies. Using predictive logic, you can plan part requirements and monitor part utilization much more effectively thanks to AI-based technology.
Evaluating Personnel with Favoritism Rather than Measurable KPIs
When managing a team of employed and contracted field service technicians, it’s natural to connect more deeply with some technicians versus others. With different personalities and work styles, each field service team is made of a diverse set of individuals. When managing your personnel, many field service leaders may judge performance based on likeability or effort.
In reality, you should be managing and evaluating your technicians based on the measurable outcomes they deliver, using the following KPIs:
- First Time Fix Rate (FTFR)
- Customer Satisfaction Rate (CSAT)
- SLA Compliance Rate
Try this instead: when reviewing technician performance and work order assignments, look carefully at KPIs like customer service ratings using specialized reporting and analytics dashboard. Doing so will help you determine whether a technician is on track or whether he or she could work to improve specific performance metrics.
Sending Field Service Techs into the Field without GPS
Many field service organizations still live in the world of writing down customer addresses manually, then letting the assigned technician handle the task of figuring out how to get there.
Simply stated, non-digital practices are outdated methods that field service managers can easily replace through the use of modern field service technology.
With GPS solutions built into field service software management suites, benefit from built-in mapping and live status updates with real-time alerts. Doing so will not only help your technician arrive on time; GPS capabilities will also provide a more seamless and transparent customer experience.
Try this instead: guide technicians to the most efficient route to a customer using field service software solutions that tap into real-time traffic and GPS location data. This will optimize route planning and scheduling to make the most of precious technician time and energy.
Replace Outdated Methods with Powerful, Automated Field Service Management Applications
To survive in an increasingly crowded and competitive marketplace, replacing outdated methods and optimizing your business operations across the board is essential.
In the words of Jack Welch, former CEO of General Electric:
“An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.”
To make this evolution easier and more effective, utilize field service management software that does the heavy lifting for you through automated work order scheduling, mobility and parts management, contractor management, and more.