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 [...]
Technician access to mobile technology is now an essential tool and its benefits extend through every stage of field service management. Field service teams need many things to deliver great service. They need skills, experience, and knowledge so they can solve problems when on site. They need the right tools and parts so they can [...]
Finding it difficult to improve your bottom-line profit? You are not alone out there! The speed of transformation accelerated by Covid-19 global events has been unprecedented. Some organisations embraced it and fared well, but most organisations are struggling to keep up. Labour and skills shortages, supply chain issues, energy costs, all offset against customer expectations, [...]
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 [...]
Field service technicians need to access and capture huge amounts of information to successfully complete their work. From the moment a scheduler allocates the task, through to completing the job on site, everything from the site address to a job safety analysis through to the nature of the fault, what parts and tools are needed [...]
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 [...]
Businesses today create, collect and store more data than ever before. But the value of data isn’t from its existence. The value comes from what we do with it. Information analysts have a model for this. They discuss the difference between data, information, knowledge and wisdom or insight. For a business, data is a tool [...]
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 [...]
