By Katelyn Burrill, ClickSoftware
Many think that field service management is about flawless execution on the day of service. And to a large extent, it is. But in order for everything to come together harmoniously, there are a series of steps that need to be completed weeks, months, or even years in advance.
Thoughtful demand forecasting and resource capacity planning improve the predictability of service business cycles, and give organizations the confidence to prepare in advance for what’s to come. When this insight is gathered in tandem with the rest of the service chain, your organization has total visibility into the past, present, and future of service operations. This helps you create the most accurate and attainable schedule possible, equipped with everything you need to serve your customers.
In this post we’ll explain why forecasting and planning are key in successful service delivery. But first, let’s define demand forecasting and capacity planning. Though the terms are often used interchangeably, they each serve their own purpose in the service chain.