Demand is growing for schedule optimization and workforce management software. A historically manual task, optimized scheduling and workforce management software have proven to be the best opportunity to meet both corporate KPIs and improve the customer experience.
Heightened focus on customer experience has since changed the focus of field service organizations. Post sales service was once annoyance but now field service organizations recognize the need for smarter, quality service, which is a differentiator and one for which customers are prepared to pay a premium. Even non product-intensive service organizations, such as insurance, in a highly price competitive industry, recognize the importance of the customer experience and the need for workforce management software (i.e http://www.servicepower.com/)to get them there.
Schedule optimization isn’t about manually deciding who to send, where, when, and with what. Yes, those are factors in the decision-making process, but there’s much more complexity to consider: It also must consider customer availability, service level agreements, parts availability future planned maintenance schedules, sensor data, costs, crew scheduling, dependent activities, and other factors, dynamically, and rapidly.
Ignore distraction but focus on workforce management software that helps achieve the basics that improve customer satisfaction like first-time fix rate, labor time per job, travel time per job, higher levels of efficiency and productivity and reduced costs. Addressing the goals now, and ensuring the workforce management software supports them, provides field service organizations the ability to future proof operations.
Improving your first-time fix rate will significantly reduce operational costs and improve customer satisfaction. Does your current workforce management software actually work to improve your first-time fix rate? First-time fix rate can be improved by:
- Providing your field techs with the right tools and resources to complete the job the first time on site
- Scheduling an employee with the right skill level through automated scheduling optimization algorithms that pick the right tech based on specified parameters
- Utilizing sensor data to proactively maintain equipment versus repairing after failure.
The most innovative workforce management software solutions offer M2M connectivity and failure modelling which enables field service organizations to transform themselves into proactive, customer center operations which improve first-time fix rates, reduce costs and improve customer satisfaction
Workforce management software should address the above scheduling elements right out of the box, with configuration, not development.