Optimising Your Mobile Service Teams With Workforce Management
Your workforce of field workers is expected to be successful in their delivery of services. Whether that be providing gas, plumbing, security, HVAC, or electrical support. But, without the use of cloud-based tools, your management of workforce teams can suffer. Poor workforce management can affect customer satisfaction scores (CSAT). As well as negatively impacting customer retention levels. This makes field service management tools essential. Especially for enhancing the management of your mobile workforce teams.
Tracking Your Workforce in Real-Time
Your mobile workforce will typically consist of engineers, technicians, and service staff. All of whom work off-site and aren’t bound to a single location. This makes it difficult for managing and tracking each worker and their field service tasks. But, with Field Service Management Software, tracking workforces become more manageable. With effective management of your mobile workforce, you can expect:
- Exceptional customer management
- Improved CSAT scores
- High first-time fix rates
- Improved customer retention levels
Using Real-Time GPS Trackers
The use of IoT-enabled devices such as GPS trackers allows staff to track workers in the field. Linked to a shared dashboard, this provides managers with the exact location of their staff. Particularly when out in the field. You’ll know when an engineer is travelling to a job site and when they’re in transit.
Tracking Workforce Vehicles
With GPS trackers, you can track field service workers and their vehicles. An advantage of vehicle tracking is assigning technicians who’re closest to a job. This helps eliminate job delays and reduces the 50% of service hours lost due to travel time. Vehicle tracking can also provide further data analysis of a mobile workforce. Including driver behaviour data, vehicle idle times, and fuel optimisation reports.
Tracking Work Orders
As well as location tracking, you can also view your workforce’s job progression in real-time. When an engineer updates a word order, you’ll be automatically notified. This allows you to see if a job is being completed on time to meet customer SLAs. As well as knowing what stage a job is at, allowing you to prepare for the workforce’s next assignment.
Scheduling, Planning, and Dispatching Your Workforce
Efficient workforce management starts with job scheduling and dispatch tasks. This helps to make sure you’re assigning the right workforce to the right jobs. Simply by knowing your engineer’s skills, experience, and real-time location. Workforce planning and scheduling can be automated with a digital field service system. This helps to:
- Provide visibility of all workforce teams and engineers in the field
- Allow for flexibility when scheduling and dispatching workers
- Improve communication between office-based staff and mobile teams
From a single dashboard, you’re able to view your entire mobile workforce in one place. This allows you to assign qualified technicians to the right jobs. Ultimately, assign a technician who has the best chance of providing a first-time fix. Guaranteeing a good customer service experience. Service providers with a 90% CSAT score can increase total revenue margins by 30%.
Using Mobile Apps to Manage Your Workforce
The use of cloud-based apps and tools has elevated the efficiency of workforce management. Most notably by accessing data via a mobile device from anywhere at any time. Whether for small business services such as plumbing, landscaping, and pest control. Or for larger field operations such as utilities and healthcare.
Along with real-time tracking and flexible schedules, mobile apps provide:
- Real-time inventory management
- Service and product manuals
- Self-service portals
- Customer information
- Work order details
- Contact information
When accessing data on a mobile device, field workers require a network connection. But, depending on their location, this isn’t always available to them. That’s where having offline access to a business’s data repository can help.
Offline access data not only helps you manage workforces but also assists workers in the field. Engineers and technicians can access job information instantly. Instead of contacting office staff or going on-premise to gather job data or check inventory. Without offline access, first-time fix rates can suffer. This can lead to an average wait time of 14 days for customers.
Digitise Invoicing and Payments
A key part of improving workforce management is ensuring job delays are kept to a minimum. Effectively allowing jobs and work orders to run smoothly. Whether that be travel delays, waiting for spare parts, or lack of worker skills. But one area that can be most susceptible to delays is receiving customer payment.
Using mobile devices, engineers can take payment at the job straight after completion. This helps to avoid payment delays and tracking down customer payments. Which can be a time-consuming process for your office team. Instantly taking payment is particularly handy for smaller field service operations. With 52% of small businesses worrying about unpaid invoices
By tracking workforces, you can see at what stage of the job your engineer is at. If you see a job is near completion, you and your accounting team will be expecting payment. Mobile workforces can also collect digital signatures from customers. Once taken and payment is complete, the job can be ticked off on the shared dashboard.