|Empowering workforce||Measuring performace||Predicting timetables||Nuggets of wisdom|
Service excellence, now!
Empowering your workforce in the field
Without measuring, how can you improve?
Predicting timetables boosts customer satisfaction
Nuggets of wisdom - a treasure of accrued knowledge
Choosing the most suitable technology
for increasing company productivity
The service industry is undergoing a major change, and field service organizations are feeling the pressure. This is the result not only of an increasingly competitive marketplace and reduced margins, but, more importantly, a shift in consumer behavior. End customers expect, in addition to highly-professional service, to be accurately informed about the technician’s location, arrival, and job completion time.
Paradoxically, moreover, as service tasks are becoming increasingly more complex, customers are far more sensitive to pricing, which results in additional pressure. “Adequate” no longer satisfies customers, who expect rapid problem resolution no matter how sophisticated the scheduling algorithm is.
This shift in customer behavior, together with the risk of decreased profitability have driven service organizations to minimize their costs by automating the process of assigning a technician to a specific job according to skill sets and other constraints, thereby also optimizing workforce performance and enhancing service.
According to a survey conducted in December 2013 by the Aberdeen Group - specializing in research and analysis of information technology companies - nearly half the service provider respondents indicated that in order to sustain and increase profit margins, they must excel in service delivery time.
Service excellence has evolved from an operational function of scheduling work orders to an enhanced customer experience in problem resolution. Service excellence means exceeding the customer's expected satisfaction level with minimum costs and resources. It's about measuring and improving first-time fix-rates; SLA compliance; mean time to repair a problem from time of call; and tracking your mobile workforce performance.