Field service businesses everywhere are integrating third-party contractors into their operations, intent on both bolstering their offerings and adjusting to modern employment trends. A good number of these forward-thinking companies have implemented mixed workforce management as a way to facilitate this functional change. This innovative operational approach, which most often centers on mobile-ready enterprise information technology, allows field service providers to cultivate and maintain diverse technician pools that include third-party service providers and employed full-time workers.
However, in addition to facilitating this particular staffing model, mixed workforce management offers some ancillary business benefits, which include:
Improved customer experience
Customer satisfaction is an essential concern for field service organizations. While most businesses in the space typically tackle calls with aplomb, other ancillary aspects of the client experience often prove more difficult to address. For instance, modern customers, most of whom are accustomed to working with technology-driven enterprises offering complete internal transparency, want firms in the field services industry to keep them in the operational loop via real-time status updates and customized communications. Fortunately, approximately 71 percent of field service businesses are aware of this demand and working to meet it, per research from Field Technologies.
Mixed workforce management facilitates these kinds of rich customer experiences these enterprises are looking to develop. With access to the technology that underlies this approach, field service companies can easily coordinate with clients and lay the groundwork for strong relationships.
Strengthened employee engagement
Organizations in virtually every sector are struggling to keep workers engaged. In fact, just 34 percent of American professionals attest to being fully committed to their work, according to survey data from Gallup. This is an especially pervasive problem in sectors such as field services, where workers routinely function in isolation and disconnect from their colleagues and peers, Field Service News reported. There are numerous methodologies available to enterprises in the industry looking to reel their technicians back into the business. That said, few are as effective as mixed workforce management, which gives field service firms the managerial structure and technological tools they need to keep workers, both contract and full-time, engaged and on track.
Today's mercurial market expands and contracts constantly due to sudden shifts in customer demand. While the field services niche is perhaps more stable than other industries, the companies navigating it certainly see their fair share of fluctuation. However, the accelerated ebb and flow of modern business can hurt field service firms, especially those that fail to make timely operational adjustments. Mixed workforce management practices make this kind of scaling possible by allowing organizations in the sector to tap freelance technicians during peak periods and pare down their operations when things are slow. Together, these benefits add extra weight to mixed workforce management, making it an undeniably effective approach to staffing in the modern field services space.
So, is your business interested in taking advantage of this innovative methodology? Consider connecting with ServicePower, an industry-leading field service management software developer. Over the years, we have deployed unified field service management tools for some of the biggest manufacturing and insurance organizations in the world, including GE Appliances, LG, ADT, Electrolux, and Siemens.
Contact us today to learn more about our work and how we can help your firm implement mixed workforce management workflows.