In field operations, team management, sometimes called operations management, is especially important. The goal is complex, to maximize service levels while controlling and reducing costs. Coordinating the activities of personnel who are physically distant from each other involves coping with a range of timing issues and communication problems that are not present with in-house staff. The solutions to these problems, worked out over the years, are not perfect. They involve:
Automated entitlement and claims logic helps home warranty administrators control reduce costs, monitor quality and spot fraud
Managing warranty reserves is critical for home warranty administrators, ensuring adequate funds are available to pay for current and future repairs on covered home products.
Mobile workforce management software can help administrators simplify the service delivery process however, to avoid knocking down the fence, administrators must also deploy intelligent warranty claims management logic to ensure adequate reserves, high product and service quality and real time fraud detection.
The field service industry is ripe with opportunities to improve efficiency and service delivery. Failure to identify deficiencies can lead to delays, poor utilization of resources and low levels of customer satisfaction. By making a few key changes to your field service protocol, your technicians can provide service faster and more accurately. Below are 10 ways to optimize your field service department’s efficiency.
Consumers buy insurance for peace of mind. No doubt about it.
Though insurance comes in many flavors, the basics are the same across providers, so it’s very difficult for providers to differentiate themselves to drive future sales.For home warranties in particular, consumers look to administrators to protect the literal roof over their family’s head, providing repair and sometimes replacement services for covered products and home systems.
I’ve been in field service long enough to remember when a computer was something that took up a floor of a building; updating a service manual meant ripping old pages out and inserting new ones; finding a part number required postage-card-sized transparencies and a one-eyed viewer; and parts ordering, invoicing, expense reporting, and service logging took penmanship and spelling skills. Today a hand-held device contains more computing power than a building-sized computer in 1985, when I began my career (32 years-ago – where does the time go?); all manuals, parts lists, invoicing, expense reporting, and service logging are handled by said device; and spell-checked typing means I don’t have to fill out three invoices until I get it right.
As a field service technician with over thirty years’ experience as a fulltime employee, the thought of becoming a contractor is a scary proposition. But that is exactly the path many service companies are headed down – and for good reason. Contracting out field service work adds flexibility, scalability and can even mean more profits for companies that choose to head in this new direction. My fears were subdued when I read the Aberdeen article, Third-Party Field Service: Work Together to Deliver High Levels of Quality. The report praised a practice known as “hybrid labor forces” that are a blend of fulltime employees and contractors for times when workload exceeds the on-the-street manpower on any given day. It can even work out for the betterment of field service technicians.
The field service industry is an amalgam of unique businesses and as such requires the merging and coordination of a range of business strategies, metrics, and coordination strategies. If you dissect field service businesses into their component parts you'll find:
The business world is evolving at a quicker pace than ever before, and the volume of customer service requests and fulfillment challenges facing companies are growing exponentially. That is why good workforce management software is no longer a luxury 2017 purchase, but an essential component to a successful and efficient service based company. Here are six examples how workforce management software can help improve your company’s customer satisfaction and ultimately profit.
The term “Big Data” might be relatively new, but the process of gathering and storing large volumes of data has been going on for years. Undiscovered customer patterns, trends, and insights that previously sat in filing cabinets gathering dust are being turned into powerful decision making tools that can be utilized by both large and small businesses. The amount of data that is received on a daily basis has the potential to transform your strategic objectives and create a unique competitive advantage. So why is it that so many business only take advantage of a small percentage of the data available? Data by itself means nothing if you don’t know how to analyze it and apply it effectively. Here’s how to take your data, use it to deliver world-class service, improve your product and processes, and edge out your competition:
Read up on articles pertaining to leadership and strategies within the field service management industry.