A company’s customer service department may find it difficult to evaluate the productivity of the field service team without relevant data. But customer service metrics are an important tool to measure the productivity of the field service workforce. The company that deploys on-field teams can be supervised to a limited extent. The right way is to track your on-field team constantly with real-time communication, to get accurate metrics from their activities, and to address the basic pain points in managing the field force.
Get the whole picture. Usually, when the field service teams are assigned jobs for the day, they are unable to adapt to quick changes or reschedule in their calendar. If they are tracked and reassigned their service tasks promptly, a lot of time and effort can be saved for all stakeholders.
A study found that 5% to 10% of jobs get canceled in a day and 20% to 30% of all jobs either get longer or shorter times than expected. The solution lies in investing in a field service management software integrated into a mobile app. The application is designed to support mobile resources management on a large scale online.
Track your on-field Team in real-time. To resolve the challenge or issue of losing time in between service calls, you can use the management software and adopt practices to efficiently dispatch teams using telecommunication and GPS tracking. Make Schedule changes in real-time to close gaps and keep the teams productive all day, dynamically responding to customers as needed.
Field service metrics for cancellations and urgent jobs. Another pain point is missed opportunity and lost time on the scheduled calls. Companies need to schedule the gaps when urgent jobs arise, that need immediate attention. They should take into account the number of cancellations that typically happen daily to balance the under-booking and overbooking of service calls, using the software.
The full Business Picture & Forecasting. Another factor is to get the full business picture in the field service forecasting process. Apart from the traditional factors such as power outages or weather, marketing promotions and community events can have an impact on forecasting. Goings on in departments other than customer service also should be taken into account to not miss forecasting targets. Smart forecast planning with the software will reduce costs of overtime and contractors and have extra resources on-hand during peak times.
When developing a forecast, the service team should contact every department in the company, especially the sales and marketing executives to study local patterns. Take into account sporting events, local holidays, regional events, national events, etc. to help with your field force forecast plan.
Incorporate technology with management. Although your field service team is not nearby, use technology to track and keep up metrics to revert inefficiencies and ensure customers are not kept waiting. Invest in a versatile field service software that can make changes dynamically in real-time throughout the day. Adjusting the metrics tightens up the time lost and gets the broader picture so can detect local patterns affecting demand.
A field force management software can stimulate the expansion and growth of a company, owing to the scalability of the software and its features that enhance productivity for managers and field executives, by improving scheduling, effective monitoring, and updating the status of field workers and their operations, simply by clicking on the UI. The app’s photographic documentation feature saves time and eliminates paperwork.
Therefore, a field force management software that can be integrated with the existing marketing system and can be linked with a customized mobile app, will be the answer. The mobility solution does effective tracking of sales and service teams on the field, which is given a journey plan and Schedule to follow.
Trinetra iWay’s field service management is customizable, mobile integrated, scalable, and a flexible web-based system that also supports Attendance & Leaves Management, will manage and automate Work Order Management, Dashboards & Reports, Scheduling of Tasks, Invoicing & Payments, and customer portals. It also addresses Location & Time Tracking, Order Scheduling and Dispatching, Data Repository, Invoice Processing, Customer Feedback Databank. To find out more browse through Trinetra iWay’s website or ask for a demo for clarity.