Life is a series of changes, and the field service industry is not immune to this fact. Disruptions such as the COVID-19 pandemic are causing your clients to rethink the way they do business. Does your field service organization have the right technologies to accommodate them?
Give a customer five minutes and a mobile device and they can line up a rideshare or buy a new pair of shoes. If they change their mind, they can quickly update or hit cancel. Convenience is key: 84 percent of customers say the experience a company provides is as important as its products and services.
Many field service organizations struggle to retain their mobile workforce. The job is inherently solitary and unpredictable, which makes it hard for mobile workers to feel connected to their coworkers and the company. With the physical safety challenges that the COVID-19 pandemic presents to a mobile workforce, emotional support is especially critical to employee engagement.
Inefficient routing is a costly challenge for field service organizations. It impacts schedule accuracy, increases fuel costs, and can lead to missed service-level agreements (SLAs). Worst of all, it frustrates customers.
A facility management company based in England deployed filed service software to unify and synchronize its scheduling on one platform and eliminate ad-hoc processes like scheduling appointments via email that led to difficulties organizing at scale.