Successful digital transformation is all about weaving together data, process, technology, operational change, and people.
In this blog, we will be reading about how an organisation can blend important elements into a successful field service automation.
Develop Strategies To Determine And Measure KPIs
Great field service organisations don't wait for a debacle to happen. They are proactive and don't follow a “Let’s just go fix stuff” approach. Instead, they focus on a metrics-driven strategy to set up and measure KPIs. Their primary vision is to emphasise on the success of the service and not the process of the service.
One of the biggest reasons why great field service organisations excel when compared to their peers is because they recognise universal truths about customer service. For instance, foundational KPIs for Field Service can include the lowest possible repair costs, qualified techs with necessary skills being assigned to tasks, increased travel efficiencies that translate into faster customer wait times, and access to the parts and equipment to get the job done right the first time.
By leveraging metrics-based strategies to set and measure KPIs, organisations can proactively identify problem areas and then troubleshoot solutions. In other words, organisations should try isolating their core areas of strength and ascertain the reasons why they are succeeding instead of assuming they’re doing well because they have a pile of work orders.
Trade Suspect For Respect
Field Service Management is an occupation that provides a certain level of freedom and flexibility. However, some employees may not be very disciplined about time tracking while some may be tempted to “cheat” if left unchecked. Thankfully, today's mobile technology provides a feasible solution to such problems with continuous field visibility coming to the rescue.
Punch-clock software can be leveraged by field service organisations to make supervisors aware of where techs are at all times and find out through a simple phone call whether tech is running to get a necessary part of having an extra-long lunch.
Technology: Organisations can leverage Dynamics 365 Field Service and Dynamics 365 Sales to connect business functions. For instance, application portfolio simplification can be leveraged to service clients beyond current sales territories. Similarly, the efforts of frontline workers including field service and sales team members can be unified in the customer journey to realise revenue. This can include steps such as payment establishment, equipment preparation, installation scheduling, equipment installation, lead generation, new customer account creation, equipment servicing, equipment recovery, and every accompanying process.
Data: Organisations can redefine customer experiences and ROI by centralising real-time data with a scalable solution. How? Organisations can leverage a Customer Engagement Management (CEM) platform with Dynamics 365 Field Service and Dynamics 365 Sales. This would help organisations avoid things such as missing a single source of truth, the absence of ways to transfer knowledge, and the lack of infrastructure for tracking leads. These changes, in turn, help organisations streamline communications, enrich customer experiences, gain complete visibility into business operations, and focus on new business & technology.
Processes: Once the data is up-to-date, processes can easily be streamlined. Organisations can map put processes while eliminating problems prior to digitalisation. How? By working in tandem with the eventual customers of the system—sales, field service, and frontline workers. These efforts can dramatically eliminate thousands of manual touchpoints annually.
For instance, Dynamics 365 Field Service and Dynamics 365 Sales can be used to empower technicians to reach at the right time (receive operating hours and suggested installation time from the Business Development Representatives), the right way (integrated mapping functionality), on the right schedule (schedulers can review the technician’s other work to optimally schedule), and with the right equipment (obtained from the work order supplemented with account history.) The result? Higher first-time fix rates will, in turn, open the doors to utilise the time and expertise of technicians to create new revenue streams.
Discover how your success-driven organisation can experience improvements across a wide range of sales, service, and overall company key measures. Call us at C.I.G Consultants now to find out how your field service team or organisation can serve the customer exponentially better while building knowledge across existing and newer agents.