Workforce management - could your field force do better?

As a business providing services out in the field, does your workforce management address the need to deliver a seamless customer experience through effective team work? In an increasingly competitive market place, the stronger the collaboration across the whole of your workforce, the better your workforce performance.

And, as you know, the more jobs completed a day, the better your financial performance.

But are you confident each field service engineer is communicating in the most effective way?

Our latest survey discovered a lack of collaboration was a significant factor in hindering efforts to improve efficiency.

In an age of pervasive technology, this result is shocking. Especially when you consider the impact this has on operational performance:

  • Resource under utilisation
  • Unnecessary additional appointments
  • Inconsistent customer service

Just like the consumer environment, a much more digitalised workforce is now working for our service organisations. By providing effective mobility tools for real-time communication, technology can be a huge advantage in building a stronger, more efficient team of field engineers.

However, the key to maximising the business benefits of field mobility, lies in strategic workforce planning and in the suitability of your adopted system. After all, any workforce strategy directly affecting the day-to-day jobs of your field technicians, needs to be considered in terms of how it will:

  • Incentivise optimum performance
  • Improve employee morale
  • Enhance overall job satisfaction

The following checklist outlines 3 key considerations when reviewing your current field service management system:

1. Usability

How user-friendly is your current system? If you still rely on paper admin processes, have you considered how manual form filling could be draining your resources’ time?

Perhaps you use a mobile field app to communicate with your engineers – how confident are they at using the system? As your business continues to evolve, how well is your field service scheduling software adjusting to your changing workforce requirements?

2. Process control

Are you running your processes or are they running you? Managing the end-to-end lifecycle of your service is riddled with logistical challenges that demand flexibility and control. How well do your processes represent your core business objectives or do you face a constant battle, getting all your people and operations in sync with your overarching business strategy?

3. Knowledge management

How well does your team capture and share information? Does this information freely flow between your back office staff and onsite engineers? How reliable is the data you receive from out in the field? How effective is your organisation at turning data into actionable knowledge?

These questions can be used to form a clear assessment of your current situation, illustrating areas that may need immediate attention.

If you’ve identified weaknesses in your field service management and are looking for more information, please don’t hesitate in getting in touch. We’ve helped service companies of all sizes increase workforce productivity by eliminating day to day inefficiencies. You can find out more by reading our case studies here.

Alternatively, why not get started today by booking your free software demonstration. Simply submit your request and a member of our friendly team will be in touch to arrange a time that’s convenient for you.