Recommendations for Improving Service Delivery
A recent benchmark report published by the Aberdeen Group stated that companies who have streamlined their scheduling are getting the benefit of an 86% first-time fix rate, a 17% increase in technician productivity and an 86% rate in meeting promised response times. These improvements in performance go right to their bottom line, with an average ROI of $500,000.
How did these firms achieve these results? Below is a listing of some of the key strategies for getting the most out of your field workforce, paired with Metrix capabilities that can help you put those recommendations into practice.
RECOMMENDATION #1
Move away from paper- based work order management
Paper-based work order creation not only increases the probability of issues falling through the cracks, it also makes it more difficult to promptly close out work orders for appropriate billing and performance management.
Create work orders electronically from the office or from the field
Metrix’s field service software allows for dispatchers or CRS’s to create work orders electronically, wherein the information can promptly be aggregated into the overall scheduling process. In addition, customers can directly create a work order via a web-based portal. Facilitating electronic work order creation ensures the accurate capture and prompt delivery of information to the appropriate parties, expediting issue resolution.
RECOMMENDATION #2
Increase the frequency of scheduling runs
Updating the schedule infrequently means that incoming calls will not be attended to in a timely fashion, raising the potential for customer dissatisfaction.
Real-time scheduling updates
With Metrix’s Advanced Scheduling, each electronic work order is automatically entered into the scheduling engine. The engine uses highly specialized mathematical algorithms to schedule based on technician skills, service level agreements, travel times, traffic delays, shift patterns and more. Whenever one of these parameters changes, Metrix Advanced Scheduling immediately recalculates and updates the schedule in real-time, providing you with the most efficient and cost effective schedule.
RECOMMENDATION #3
Provide mobile workers with appropriate tools
Not providing a connection between the field and the back office creates paperwork, telephone calls and travel time to and from the office. It also delays the billing process and leaves more room for human error.
Get critical information anytime, anywhere
Metrix mobile enables real-time interaction between the technician in the field and the office. Through their mobile device a technician can:
- Receive schedule updates
- View customer contact information, SLA’s and service history
- Record work performed
- Track parts used
- Capture signatures
- Search knowledge management system for best practices information
Providing workers with the appropriate mobile tools for work order management as well as access to service knowledge allows real-time schedule adjustment, capture of service history and greatly increases productivity and first-time fix rate. It also streamlines the process, so that jobs are completed more efficiently and quickly, shortening the billing cycle.
RECOMMENDATION #4
Capture accurate service performance data
Having a technician fill in service information in batches when they come into the office not only delays the processing of information, but also causes inaccuracies in the data.
Capture service performance in real-time
With Metrix Mobile, field technicians can easily record all service information. Companies can then use this data to reformulate scheduling criteria, evaluate resource levels and to help with planning and forecasting.
RECOMMENDATION #5
Help with technician routing
Even if technicians are familiar with their designated coverage area, they can still get lost on their way to a job.
Provide turn-by-turn directions
Via a GPS solution, Metrix can provide turn-by-turn directions, providing a significant boost to on-time service delivery and overall workforce productivity.
ADDITIONAL RESOURCES
Register for our webinar: Strategic Scheduling: 5 Ways to Cut Service Costs
Download the entire Aberdeen Report: Field Service Scheduling & Routing Excellence