Arm yourself with a field workforce that is
always available.
Holiday rushes, location “deserts,” and talent shortages all contribute to difficulties in staffing field service jobs. By leveraging a blend of employed and contracted workforces, you can fill gaps in staffing while maintaining quality control in the service delivered.
Book Demo
We Are Here to Help
Schedule a meeting with a field service expert to learn how ServicePower can help your organization become more efficient and transform the customer experience. For servicer help, click here.
Blended Workforce Capabilities
We don’t like to brag, but ServicePower has been recognized as the best field service management solution for managing a blended workforce. Others say they can do it, but we are the only ones that truly and seamlessly define, deploy, and manage both employed and contracted workforces.
Customer Self-Service
Empower your consumers to hang up the phone, for good.
Today’s consumers want to avoid dialing the phone at all costs. The power to self-serve is what people want, especially when dealing with at-home appointments.
A fully brandable self-service portal allows your consumers to easily log on to schedule, reschedule, and cancel appointments at a time that is convenient for them. Take advantage of upselling opportunities by adding deals and product banners directly on the portal homepage.
Consumers will have full visibility with real-time job status updates that include field employee estimated arrival time and two-way texting.
Real Results
- 20% improvement in customer satisfaction
- 27% improvement in NPS
- 70% reduction in call center volume
Scheduling
Toss out the manual process and automate your scheduling.
Real-time AI-powered schedule optimization streamlines complex workforce schedules based on customized business-driven rules.
Unexpected events happen: weather and traffic delays, and employees calling out sick, which can quickly upend your day’s schedules. AI-powered scheduling that automatically updates throughout the day and assigns the best field employee for each job based on rating, skill, location, parts availability and more, puts your mind at ease, and ensures consumers receive high-quality service, every time.
Real-time route optimization provides live map views with visibility into all routes, locations, and job sites.
Real Results
- 40% increase in first-time fix rates
- 15% reduction in travel costs
- 30% increase in service calls per day
Mobile Access
Arm your field workforce with the control they need in the palm of their hand.
Ensure your field employees are properly equipped with real-time access to the tools, processes, and information needed to deliver exceptional consumer experiences.
Field employees have all of their job information while on the road via their mobile device. They can easily access and manage parts, inventory, and pricing, as well as view daily job schedules, receive live GPS updates, and provide on-site payment processing and signature collection from the consumer.
Real Results
- 20% decrease in onsite time
- 30% increase in same day job completion rates
- 50% increase in payment processing efficiency
Dispatch
Qualified contractors, at the right place, at the right time.
Ensure only the most qualified contractors are dispatched by automatically assigning jobs based on your unique criteria.
Streamline service workflows and scale operations as demand changes. Service job workloads can be dynamically adjusted and dispatched through seamless integration of onboarding and scheduling.
Real Results
- 20% decrease in onsite time for contractors
- 0% rejected, cancelled, or neglected contractor calls, down from 20%
- 40% increase in first-time fix rates
Contractor Management
Onboard and credential field contractors, effortlessly.
Vetting, onboarding, and managing field contractors on an on-going basis can be a back-office nightmare. The process can be manual, slow, and expensive. But going without is not an option when it comes to making sure the best represent your company.
Automatically manage background checks, drug testing, compliance, credentialing, and risk management. Define and rank your field contractors based on skills, expertise, and other criteria. A single point of access provides easy management and monitoring of compliance, helping you when demand scales with high-quality and efficient service, and full visibility into your networks.
Customer Reimbursement
Quick payments =
happy contractors.
Quick payments are the key to a contractor’s heart. And a happy contractor is one who will be more likely to provide excellent service to your customers.
Real-time payment adjudication with built-in validation, auditing, invoicing, and rapid reimbursement builds loyalty with your field contractor network. The customizable audit platform meets unique warranty requirements while eliminating fraud by ensuring only valid invoices are eligible for payment.
Real Results
- 80% increase in automation, resulting in faster payment approvals
- 25% reduction in overall payment cycle time
- 50% increase in payment processing efficiency
Analytics
A data-driven picture of your blended workforce.
You need quick answers for your performance questions. That's a tall order when your reporting is in spreadsheets, or you have to wait for help from an analyst every time you need a new report.
Easily create custom reports to answer even your most complex field workforce questions by seamlessly importing unique business requirements and integrating to relevant applications. With configurable dashboards, you can see a full picture of your KPIs, helping you to strategize and make data-driven business decisions. No data analyst needed.
Work Order Management
Complicated work order management is a thing of the past.
Work order management shouldn’t give you a headache. Complicated integrations and manual processes are history when you choose to implement high-powered field service work order management software.
Automate routine tasks such as order creation, appointment search, booking, and more, to free up time and deliver exceptional consumer experiences and ensure the best field worker - employee or contractor - is assigned the job at the consumer's preferred time.
What I like about ServicePower is the ease of use and the focus on great outcomes. Their tools make the engineers lives easier and allow us to make promises to the customer that we are confident about keeping.
ServicePower is really helping us beginning to end, how we send and communicate service calls to our independent service providers.
With ServicePower, we have the best providers available when our customers need them, and continually drive improvement in our network through AI-based logic and real-time scheduling and warranty processing.
What I like about ServicePower is the ease of use and the focus on great outcomes. Their tools make the engineers lives easier and allow us to make promises to the customer that we are confident about keeping.
ServicePower is really helping us beginning to end, how we send and communicate service calls to our independent service providers.
With ServicePower, we have the best providers available when our customers need them, and continually drive improvement in our network through AI-based logic and real-time scheduling and warranty processing.
What I like about ServicePower is the ease of use and the focus on great outcomes. Their tools make the engineers lives easier and allow us to make promises to the customer that we are confident about keeping.
Frequently Asked Questions
-
What are the benefits of a blended workforce?
A blended workforce combines the benefits of both the traditional employment model and the use of contracted workers. It’s a flexible model that provides your company with a diverse array of expertise and flexibility. Traditional employees bring institutional knowledge, company loyalty, and a deep understanding of internal processes, while contractors contribute specialized skills and expertise. This mix enriches the overall skill set available to the organization, allowing for a more dynamic and adaptable workforce. It ensures that your field service organization always has agents with the right skills ready to deploy for your customers.
Cost-effectiveness is a significant advantage of a blended workforce. Companies can scale their workforce according to availability and service demands without the long-term commitments or expenses associated with a large workforce of full-time employees. This flexibility in staffing enables organizations to adjust to market fluctuations quickly, ensuring resources are allocated efficiently.
Additionally, a blended workforce allows for rapid expansion or contraction based on the company’s needs. Companies can engage contractors for short-term, specialized tasks without the need for extensive training or long-term commitments. This agility helps meet business objectives more effectively and allows your field service company to adjust to changes in demand easily.
Diversity in the workforce is also promoted through this model. Contractors often bring diverse experiences, skills, and perspectives acquired from working with various companies and industries. This diversity fosters innovation, problem-solving, and creativity within the organization.
Finally, customer satisfaction is a vital benefit of a blended workforce. The increased availability of field service agents means that you’ll be able to service customers faster with agents who are knowledgeable, skilled, and have high first-time fix rates. -
How does work order management software operate with a blended workforce?
Field service work order management software is crucial in coordinating and optimizing tasks in a blended workforce environment. Today’s work order management improves upon the inefficiencies of the old, hard-copy work order management system that relied on paper work orders. Good work order management ensures that tasks are executed promptly, resources are well-allocated, and customer expectations are met or exceeded.
Modern work order management software is a significant part of the digital transformation. This software operates as a centralized platform, integrating various functionalities to streamline job allocation, task management, and communication regardless of the worker's employment status. It serves as a repository for all work orders, capturing job details, urgency, location, skill requirements, and worker availability, creating a unified and accessible database.
Once customers create service requests using a self-service portal, the software automatically assigns assets and dispatches the best resources for the work order. This ensures that the necessary parts are available for each job, improving first-time fix rates and minimizing the amount of travel needed for each job. The software then creates detailed tasks for the specific service job to ensure that the technicians are well-informed and ready to work.
A crucial element of work order management for a blended workforce is ensuring that the correct technician is assigned to each job. Your software will be able to maintain a comprehensive database encompassing the skills, certifications, availability, and past performance of both employed and contracted workers. By incorporating this information, the software effectively matches job requirements with the most suitable workers, whether they are in-house employees or external contractors. Automation within the software aids in swiftly assigning jobs to available workers based on factors such as location, skills, and availability. However, the software also allows for manual oversight to accommodate nuanced decisions, considering subjective factors or unique circumstances. -
How do you dispatch jobs across employed and contracted workers?
Dispatching jobs across both employed and contracted workers can be challenging when done manually. Your goal is to ensure efficient task allocation and high service standards, and the easiest way to do this is with field service dispatch software that automates the process.
Good field service dispatch software intelligently assigns jobs based on different variables. With criteria-based scheduling, the software can directly assign jobs to field technicians based on a standardized process and various criteria. This includes worker eligibility, such as skills, worker location, and coverage. It also includes rules like preferred suppliers and partnerships and ranking for contractor costs and reject rates.
The best software also uses scheduling logic for availability and locations, allowing it to dynamically adjust service job workloads dispatched to field service technicians to meet fluctuating demands. It also enables field service providers to meet unique or changing business requirements; for instance, field service managers can control which zip codes their technicians are dispatched to based on locality. This enables maximum efficiency and improves profitability.
Additionally, your organization needs to establish transparent and efficient communication channels that promptly notify selected workers through chosen communication methods (such as apps, emails, or messaging systems) about their assignments. This notification includes all essential job details, schedules, and client information.
The company should stay on top of job analytics, customer feedback, job completion times, and quality assessments to guide continuous scheduling improvement efforts and identify high-performing workers for future assignments. This approach maximizes workforce capabilities, optimizes service delivery, and ensures high customer satisfaction. -
How to improve customer experience via self-service portal
A self-service portal is a feature that today’s customers vastly prefer. Instead of scheduling via phone call, which many find inconvenient, a self-service portal lets your customers be proactive and schedule on their terms. A self-service portal is a strategic adoption that is a simple step toward improving your field service organization's customer experience.
Your self-service portal should enable customers to initiate service requests, schedule appointments, and track technician progress directly through the portal, reducing response times and increasing transparency. The self-service portal should also feature a user-friendly interface, ensuring easy navigation across different devices. A comprehensive knowledge base, including FAQs, troubleshooting guides, and how-to articles, equips customers with the information needed for independent issue resolution. You can implement interactive tools like diagnostic tests or chatbots to guide customers through problem-solving, enhancing the portal's functionality.
Real-time updates and notifications about service progress builds trust and satisfaction. Integrating feedback mechanisms and continuously improving based on analytics ensures the portal remains adequate and relevant. Additionally, integrating the portal with CRM systems allows for a unified view of customer interactions, enabling personalized service and understanding of the customer journey. Educational resources, such as webinars or video tutorials, help customers proficiently use the portal. This approach not only empowers customers to find solutions independently but also streamlines service, thereby enhancing overall customer satisfaction and operational efficiency within the organization. -
How to leverage analytics data to improve FSM productivity
Analytics data is a powerful tool to improve your workforce’s productivity because it quickly and easily illuminates both problem areas and areas where your workforce sees its greatest success. Analytics empowers data-driven decision-making and prevents data siloing from hindering your workforce; the data visibility exposes the challenges and successes of your organization.
However, simply having this data is only the first step. You need to choose which metrics are essential to your organization, as some of your analytics data will be more valuable than the rest of it. Information like your first-time fix rate, mean time to service and mean time to repair are some of the most helpful metrics that will allow you to improve efficiency and ensure that your customer service is the best it can be. Once you have this information, you can take the necessary steps to improve these metrics.
The insights gained from analytics data fuel continuous improvement. These insights allow you to identify trends, inefficiencies, and areas for potential enhancement. With this data, you can more easily implement changes in processes, training, or resource allocation accordingly. Regularly assessing the impact of these changes through data analysis ensures that productivity improvements remain sustainable and effective. -
What is dispatch software?
Dispatch software is a tool used by organizations to manage and automate their field service
operations. The software helps to efficiently schedule and dispatch technicians, track job
progress in real-time, and optimize routes and resources to maximize efficiency and
productivity. Key features typically include job scheduling and dispatching, route optimization, real-time tracking and communication, and performance analytics and reporting. -
What is field service management software?
Field service management software is a digital platform that automates and optimizes field
service workflows. By transforming traditional, manual processes into seamless digital
workflows, field service organizations are enabled with increased visibility, productivity, and efficiency. Moreover, embracing field service management software is a critical part of the digital transformation, empowering companies with the field service tools they need to succeed in the changing industry. -
What is workforce management software?
Workforce management software is an online platform that manages staff scheduling and
operational processes to optimize employee productivity. It generally includes features including attendance management and timekeeping, scheduling and shift management and labor planning and forecasting. In field service organizations, mobile technician enablement and work order management are also key to look for when choosing a solution.
Put a smile on your consumers' faces with quality service events.
Book DemoWe Are Here to Help
Schedule a meeting with a field service expert to learn how ServicePower can help your organization become more efficient and transform the customer experience. For servicer help, click here.