Real-Time Field Service Optimization
In the service industry satisfying customers, and doing it profitably, is usually a top goal. Given this, it’s disappointing to learn that one-fifth of work orders are not completed on-time. For this reason many service organizations are beginning to optimize their field service using real-time updates.
Optimizing in real-time means considering things like service level agreements (SLAs), traffic, technician skills, parts availability and technician location before dispatching field technicians to a job. According to the recent Aberdeen Group report, Service on Time: All the Time, service organizations using real-time optimization are increasing their customer retention by 33 percent and increasing their service profitability by 21 percent.
Use Senior Executives and Performance Goals
Your first step in optimizing with real-time information is examining how you currently manage your field force. For example, if you don’t have performance goals in place or an executive in charge of service, that’s where you should start. According to Aberdeen, 80 percent of their best-in-class firms have a senior executive overseeing their service operations. These senior executives usually are the ones to implement performance goals such as first-call resolution rate and mean time to repair.
If you already have a senior service executive and performance measurements in place, you can focus your attention on tools to optimize your field service in real-time. According to Aberdeen’s report, 79 percent of their best-in-class companies have processes in place to update schedules in real-time based on orders, constraints and technician availability.
Technology to Optimize Field Service
To accomplish real-time service optimization, many companies are using technology ranging from scheduling and routing applications with built-in optimization engines to analytics and planning tools. Such technology makes it possible to weigh factors such as traffic, technician skills, SLA’s and more to determine the right technician and route for each job in real-time.
One such service scheduling tool with built-in optimization is Metrix’s Advance Scheduling Optimization, which we previously wrote about here. The solution uses advanced mathematical algorithms to asses factors such as required skills, workload, penalties, part availability, traffic patterns, weather conditions, priority, business rules and more. If any of these conditions change, Metrix Advanced Scheduling will recalculate and update your schedules to reflect these changes.
In addition to improved customer retention and increased service profitability, organizations in the Aberdeen report stated a variety of improved performance metrics. Among them were: 18 percent improvement in first-call resolution rate, 21 percent decrease in daily miles traveled per technician and a 25 percent improvement in meeting SLA commitments. It’s clear from these numbers that using real-time data to optimize your field service can benefit your company in many ways.