How to optimise performance without compromising quality
How a company’s mobile workforce performs is critical to the customer relationship, which in turn is a significant factor in the company’s profitability. Arrive late or fail to resolve a customer’s issues and your brand image may be diminished, with customers seeking competitors to meet their demands.
To prevent this, field service companies are investing in the fundamentals of a well-run field services structure—workers, technology, data, and execution. Companies with a strong grasp of these elements stand to outpace the competition and boost profits.
According to Aberdeen Group, companies that adopt these fundamentals are also more likely to achieve the goals that top the list of priorities for field organisations. Of the field organisations polled by Aberdeen for its Field Service 2013 Workforce Management Guide, 56 per cent cited increasing revenue as a strategic goal, while 52 per cent and 45 per cent cited improving customer satisfaction and increasing productivity/utilisation respectively as strategic goals.
By Mark Forrest, General Manager, Trimble FSM
For many large businesses operating in the construction industry today, much of their work relies on the operation of capital assets, such as excavators and haulers. These types of heavy equipment contribute to the business’s ability to generate profit. It is therefore a major requirement that they remain in operation at all times because if a piece of heavy machinery or vehicle breaks down, the detrimental effect on the business is loss of work and, ultimately, income.
Preventing failure is the key to capital asset management and it is a top priority for businesses operating capital assets today, alongside having a sufficient maintenance service in place. For the mobile technician tasked with carrying out this responsibility, their role is truly mission-critical and there are many barriers that need to be overcome and customer requirements that need to be met in order to achieve a timely and efficient outcome.
SUNNYVALE, Calif., Sept., 24, 2013 —Trimble (NASDAQ: TRMB) announced today the release of its next-generation Work Management solution, a cloud-based software that enhances the productivity of mobile workforces through intelligent scheduling tools and state-of-the-art performance analytics. Work Management is part of Trimble’s integrated suite of field service management solutions that also includes Fleet Management and Driver Safety. Trimble’s advanced technology provides field services businesses with the resources they need to manage their mobile operations.
“Field service organizations are constantly striving to be more efficient in managing their mobile workers,” said Mark Forrest, general manager of Trimble’s Field Service Management Division. ”In launching the next-generation Work Management solution, with its enhanced analytics and dispatch and task management capabilities, we can help organizations increase field productivity and flexibility to ultimately transform the way work is planned, allocated, managed, reported and evaluated. This can lead to lower operating costs, increased efficiencies and improved customer service—three key challenges in field service.”
1. You report that customer service is widely regarded to be the number one priority for field service organisations. How are organisations adapting to meet this priority?
The correlation between customer satisfaction, retention and profitability is proven and we know the most common customer complaint is when a technician does not resolve the problem first time. As a result, field service organisations have to strive to get it right first time to meet customer expectations. A return visit is not only significant in terms of time and cost but can also be damaging to the brand and reputation from a customer view point.
Recent studies show that over a quarter of dispatched jobs fail to be resolved first time, requiring two or more follow-up visits. Making sure you get the right people with the right skills with the right assets to the right place within a set time is therefore essential. Work management technologies can help with this. They incorporate technician knowledge, parts availability, and capacity into scheduling processes to ensure that the technician arriving on site is the person who can resolve the issue first time.