Don’t neglect forms – they are a key to great field service performance Technology is a powerful tool that can act as a force multiplier when it comes customer service, efficiency and operational effectiveness. But there’s one element, that can often be overlooked – a critical element that determines whether your technical solution is a [...]
Achieving first-time fix requires field service teams to have access to the right information at the right time and for them to be equipped with the skills, tools and parts needed to solve the customer’s problem as quickly and effectively as possible. While that sounds easy, the reality is that a combination of factors makes [...]
Think about the coffee you purchased from a local café. You know that it’s made up of specific ingredients like coffee beans, water and milk. Then there’s the cup and lid and the barista’s expertise and time. Not to forget the expensive coffee machine. When you pay your money for the coffee you aren’t paying [...]
The keys to delivering the best possible field service outcomes is about dispatching the right person to the right place at the right time with the right tools, equipment and information to carry out their work. Those six things sit behind every measure of field service productivity. If any one of those is missing, the [...]
It’s time to review your scheduling strategy - Floods, drought, fires, the pandemic, - it all affects our business operations during these unpredictable, uncertain times. Even though the world, and certainly Australia, now purports to be in a ‘living with COVID’ phase, most businesses have been experiencing ongoing ramifications. And chief among these is the [...]
Do you ever feel as if you or the rest of the workforce at your business keep on reinventing the wheel? This can be especially apparent if the organisation is one that experiences high churn rates or movement of staff between roles or locations. Processes and systems are put in place, evolve and become fit [...]
Success in field service management boils down to meeting five key objectives. You must have the right person at the right place at the right time equipped with the right tools, parts and correct information. When one of those elements is missing, the customer is likely to have a disappointing experience which costs everyone time [...]
Timing is everything We’ve all heard the joke about what’s the secret to great comedy… timing! But it’s not just when delivering a joke and its punchline that timing is important; it’s also a vital component of any preventative maintenance schedule. Implement a system where any maintenance is performed too often and you’re immediately wasting [...]
Whenever we hear the word ‘blockchain’ there’s an inevitable association with the world of cryptocurrencies. And that typically leads straight to thoughts of shady characters laundering money or financing activities that are outside the law. But the blockchain is a tool – and it’s a powerful one that has significant implications for how participants in [...]
When Bob Dylan wrote ‘the times they are-changin’ it’s doubtful that he was referring to field services industries. But it certainly is a fitting epithet for multiple industries – ranging from HVAC to mechanical to facilities management – that are all deep in the middle of an evolution from traditional services to outcome-based models. The [...]
