By Samir Gulati, Chief Marketing and Product Officer, ServicePower
Nearly every aspect of our society has been impacted by the COVID-19 virus. While most people are social distancing at home as businesses remain shuttered, a short list of “essential services” are still operating.
Independent service providers (ISPs) contracted by original equipment manufacturers (OEMs) are among those workers deemed essential. Their skills are needed to perform repairs and other services to keep households running during the global pandemic. From fixing malfunctioning refrigerators to replacing worn-out washing machines, these ISPs are literally on the front lines, and this puts an increasing focus on their safety and efficiency.
OEMs such as Electrolux and GE Appliances are relying on technology to ensure technicians are safe and well-supported, and that customers continue to have positive service experiences. The unprecedented pandemic is putting contractor management software to the test, and it must prove it is flexible enough to support new and evolving requirements for service under scenarios that were never envisioned.
Managing highly distributed teams is never easy, and the added requirement of pandemic safety magnifies the need for centralized coordination that supports all parties equally – those doing the work and those coordinating it. If up-to-date information isn’t readily available and accurate, decision making in the office and the field is compromised, and even worse, technicians and customers are put at risk. That’s the reality of being essential during a pandemic.