If you are in the industry that involves Field Service and deploy mobile workers in areas, then you must encounter a lot of obstacles. Sending out people out in the field is always a challenge because in most cases, field workers are not often equipped with the right information, or even have a quick access to it, to meet the needs and expectations of customers.
We completely understand the different frustrations in this particular industry. That’s why we decided to list down some of the most common pain points of Field Service, isolate them, and come up with a solution that specifically targets them. By the end of this blog post, we hope that you will be able to identify your company’s pain points as well and find a solution that will address them.
A mobile worker documents the work by filling out a number of forms. Whether it’s job orders, service orders, or a request for parts, there’s no denying that it is incredibly time consuming to fill all those out. It also creates room for a lot of errors. Then once turned in, they all have to be inputted somewhere to account for the changes in the inventory, billed, and non-billed hours.
- Time Tracking
A mobile worker usually goes in and out of the office. This is because he has to cater to the needs of the client out in the field. Companies have to take into consideration the length of time the mobile worker took to actually get to the destination and the number of hours or minutes it took to get the work done. Somewhere along the line, a lot of factors can contribute to the inaccuracies of tracking a mobile worker’s time and the work he did.
- Parts and Equipment Tracking
Field technicians are often placed in situations where they walk into a certain field work blindly. Calls have to be made to be sure of the availability and the location of the nearest parts. Worst case scenarios include the unavailability of the needed parts that would often lead to both the frustration of the customer and the technician.
Work is done more efficiently and effectively if the right parts are tracked and assigned to the right mobile workers.
- Inefficient Scheduling
With limited access to information, companies often send mobile workers out without regards to the parts they have with them or the location they’re currently in. Often times, companies lack a system in which they deploy workers in accordance to the needs and location of their clients. This could lead to inefficient scheduling and distribution of the workload that could leave all parties frustrated.
- Equipment Information Access (Equipment History)
To deliver the most effective and efficient service to customers, a review on the history of the work done with them is essential. It gives technicians an insight of the work about to be done and the part needed to fix a problem, achieving customer satisfaction.
Sadly, this is not the case for most of the time. Technicians usually don’t have quick access to certain types of information, which could lead to delays in the job to be done and in turn, loss of profit and extreme customer dissatisfaction. There should be easy viewing of customer and equipment history, to see transactions in a transparent fashion to deliver utmost service which will bring in returns.
- First Time Fix
Did you know that a 5% increase in First Time Fix can gain a company 10% Increase in Profit?
As a Manager you are allowed to absolve a certain amount of debt (dispute) that a customer has depending on the customer story, tech story, and the amount of invoice. Have you ever figured out how much of that is attributed to return trips, wrong parts, or just the customer thinking it took too long?
Who is to blame?
Customers for being aware? The technicians for not having the parts the first time? Sometimes we hear that service is tracking First Time Fix but do you know the root cause of missing your targets? It could be anything from parts availability to improper technician training.
- Interdepartmental Efficiency
Have you ever stood in the Parts department at 7:30 or 8:00 AM, when your Technicians work day starts? It most likely resembles the trading floor at the New York Stock Exchange, with technicians holding up papers (not finding all of the parts they needed in their bins) and the members of the Parts department trying to cater to what their needs are. This usual, everyday scenario often leads to friction between the two departments, which can be avoided if the tracking of the right parts needed by technicians is done in an efficient and effective manner.