Every one of us work in a business that requires process and yet so many of us find the subject uninspiring. But despite our initial lack of interest we all need to wake up to the importance of process within the service management industry.
The more processes required to keep a business running, the higher the importance it should hold in your mind. Service organisations are at the top of this scale with multiple, often complex, processes required to even complete a job, let alone complete it profitably.
Consider each step in your service cycle and just how many processes sit behind it, from diagnosing the job through to scheduling a resolution and monitoring progress. Even the most straight-forward step will have multiple processes sitting behind it.
The risk of neglecting processes
A single ineffective process can have a detrimental impact and when you add the intricacy of service management processes, these issues quickly escalate.
The most common reasons our customers come to Oneserve looking for help aligning and maintaining their processes are:
- Inaccurate job diagnosis
If the call centre don’t ask the right questions, and effectively record the answers to those questions, the knock on effects are immediate. Engineers can be sent to jobs they do not have the skills or parts to resolve and customers are disappointed at the lack of a quick resolution.
- Inefficient schedules
Juggling engineer location, skills and available parts is a mammoth task, let alone the need to manage last minute schedule changes, such as customer cancellations. As a result, inefficiencies creep in and quickly impact the bottom line.
- Working blind
If an engineer attends a job but has limited information about the job requirements or history of that site, their productivity is immediately hampered. Likewise, if the office-based team cannot monitor progress they cannot respond to customer needs or invoice effectively.
- Low first time fix rate
The cost of returning to site more than once eats into your profitability as well as your business reputation, but despite this, return visits are very common when ineffective processes are in play.
- No audit trail
Historical data is not only vital when reviewing performance, it is also an essential tool to prove your compliance with the many regulations your business is faced with. It also suppresses future planning and growth opportunities.
Despite all of these problems significantly impacting business performance, they are all avoidable.
Let us simplify your processes for you
At Oneserve we love process. In fact, we can’t get enough of them! We have built our software with processes at the core and make it our mission to first streamline your processes with our workflow management software, and then give you the tools and knowledge necessary to easily maintain them at optimal efficiency. Find out more, book a demo today.