Keeping on schedule and showing up on time for service calls are important tasks for companies in the field service industry. By fulfilling these tasks efficiently, companies will boost their customer satisfaction and improve their daily productivity. In an effort to help, let's discuss how smart scheduling improves field service workflows.
Room for Improvement in the Field Service Industry
Although innovative cloud-based technology has many solutions for the field service industry, "52% of companies are still using manual methods to handle field service." This stat is from an informative infographic found on Field Service News.
The infographic gives us additional insight into where there's room for improvement, such as:
"64% of consumers switched providers due to poor service,
...86% of buyers will pay more for a better customer experience,
...76% of field-service providers reported they have struggled to achieve profitable revenue growth."
Scheduling is one of the main areas where there's room for improvement, and according to an article on Capterra, AI will have something to do with this:
"...By 2020, 10% of emergency field service work will be both triaged and scheduled by artificial intelligence."
Additionally, an article found on Technology Advice called: "5 Common Challenges of Field Service Management," written on September 21, 2016 by Swati Kungwani, explains how schedule adherence can be improved:
"According to our research, using a field service management solution for a mobile workforce can lead to a 47-percent increase in the rate of jobs completed each day and a 77-percent reduction in overtime."
Essentially, there's a lot of room for improvement for field service companies when it comes to streamlining logistics, management, and customer service. The good news is there are innovative software solutions available for forward-thinking companies ready to improve their field-service workflows.
How Smart Scheduling Improves Field-Service Workflows
Customers can schedule service calls using customer portal
Improves accuracy of appointments and SLA compliance
Integration with ERP, CRM, and existing Field Service Management (FSM) solutions
Automated scheduling of stock levels
Segmented job scheduling (parts, teams, helpers)
Tracking and reporting insights with schedule adherence and performance
Technician, part, and asset scheduling tools
Managers, field service workers (contracted or directly employed), and customers can all access and use smart scheduling tools to initiate, coordinate, and complete service calls. Managers can then use analytic and reporting tools to evaluate their performance and make any needed adjustments.
Smart scheduling gives field service companies the tools to optimally manage service calls and orders. Real-time alerts and scheduling changes help mobile workers stay on top of their workloads, while integrated mapping, routing, traffic, and location tools further ensure schedule adherence and SLA compliance.
Improving customer satisfaction in the field service industry is important for customer retention and business growth, which is why improving scheduling performance is key. When customers have enhanced visibility and tools (text messaging through customer portal, real-time self-service scheduling, real-time technician tracking, etc.) they'll be able to schedule their time more accurately to accommodate service calls.
Field service workflows can be streamlined and optimized with FSM smart scheduling tools. With the help of the cloud and AI, companies will have real-time and automated functionality when scheduling day-to-day workloads.
From a central dashboard interface, managers and mobile workers can access and manage schedules to reach optimal schedule adherence and SLA compliance. Additionally, customers can access and manage scheduling through a customer portal, giving them flexibility and visibility with service calls – increasing customer satisfaction.
With ServicePower's Smart Scheduling solution, field0service companies can improve their productivity by approximately 68% and decrease their scheduling costs by 15%. Used in conjunction with ServicePower's comprehensive suite of FSM solutions, smart scheduling can radically improve workflows. If interested in learning more please contact us today.