In today’s fast-paced business world, it’s more important than ever for companies to assess their operations to ensure they are running at peak efficiency. The success of a field service company relies on how effectively it can manage its operations.
From dispatching technicians to managing inventory and providing timely customer service, there are many moving parts that need to work together seamlessly. To ensure that your operations are running at full speed, it’s important to regularly assess and optimize them.
Key Benefits of our Field Service Operational Maturity Assessment
- Work Order Management: Work order management is critical to ensuring that your technicians are efficiently dispatched and that they have all the information they need to complete their jobs. A robust work order management system should include features such as automated scheduling, real-time updates, and mobile access. This allows your technicians to easily access and update work orders in the field, reducing the risk of errors or miscommunications. On the laggard end, companies typically rely on manual processes, paper-based work orders, and has no defined process or prioritization chart. Those who are best in class have automated systems in place for work order creation, asset tracking, and prioritization. Many fall somewhere in the middle.
- Parts Inventory Management: Parts inventory management is essential to ensuring that your technicians have the right parts on hand when they need them. This requires careful tracking and management of inventory levels, as well as the ability to quickly locate and retrieve parts when they are needed. A good parts inventory management system should also include features such as automatic reordering and barcode scanning for accurate tracking. More nascent companies order parts when needed, don’t track inventory, and utilize a manual process for purchasing parts. On the other hand, well-functioning companies have software that replenishes inventory levels when low, tracks location of assets, and more.
- Dispatching: Dispatching is one of the most critical functions of a field service business. Effective dispatching requires a robust dispatching system that can quickly assign jobs to technicians based on their availability and skill set. It also requires real-time updates and communication between dispatchers and technicians to ensure that jobs are completed efficiently and on time. Emerging companies often use manual processes for scheduling and lack visibility and aren’t optimizing their routes. Best-in-class companies utilize an automated scheduling tool that allows them to align resources to jobs with matching skill sets, optimize routes, and utilize a schedule board that has clear visibility.
- Customer Relationship Management: Customer relationship management is key to building strong relationships with your customers and ensuring their satisfaction. This requires a system for tracking and managing customer information, as well as providing personalized service and support. A good customer relationship management system should include features such as customer history tracking, automated communication, and real-time updates. Less competent field service companies don’t track customer satisfaction or have visibility into the process or metrics. More competent field service companies have automated surveys to track customer experience, have visibility of work orders and contract performance, and reports on statistics to improve processes in place.
- Resource Management: Resource management involves managing your workforce and equipment to ensure that you are making the most of your resources. This requires careful tracking and management of staff availability, equipment maintenance, and scheduling. A good
resource management system should include features such as real-time scheduling, automated resource allocation, and mobile access for easy updates. Developing field service organizations do not have a knowledge management system, lacks asset visibility, and does not have customer data for techs to access while on site. On the other hand, best-in class organizations have a knowledge base for technicians to leverage remotely, asset visibility with the ability to update remotely, visibility into customer data, and more.
Now is the time to really look at your operations. To reap the benefits of optimization, take our Field Service Operational Maturity Assessment. The assessment will provide you with a detailed report of your current operational maturity and recommendations for improvement. By taking action based on our recommendations, you can improve your efficiency, enhance your customer experience, and grow your business.