Field Service Management: Appointment scheduling for resource productivity


Sun, 12 Jul 2020

3 to 5 mins read


Your field services company might have successfully dispatched the right person on the right  job but what does it take to ensure a high  job success rate?

A recent market report states that increasing the field technician efficiency is #1 on the list of strategic initiatives for 74% of field service leaders. It also mentions that field workforce's optimal efficiency and productivity are still the key challenges for these leaders. 

Let's consider a scenario where 'Sam' is a field technician in your organization

Are you aware of ‘Sam’s’ location at 11 am on a Wednesday? 

Is ‘Sam’ frustrated with the tools he is expected to work with?

Does your organization wait to dispatch ‘Sam’ only when the service interruptions happen?

Is your customer waiting too long for ‘Sam’ to arrive on the job?

Does an absent ‘Sam’ mean a cancelled/delayed job order?

Is ‘Sam’ planning his schedules, routes, and the resources he needs at field jobs?

If yes, your field service technicians are working with tools and processes that are not fast enough, and they are being deprived of all the information needed to delight their customer. With the above practices and the lack of a field service management system in place, there is a huge impact the overall resource productivity because organizations fail to allocate and track their resources in the fields.

Field Service Management: Resource allocation and tracking matters 

Field jobs are getting complex day by day because of the overwhelming customer expectations. While optimizing all the field resources functions is the greatest challenge towards fulfilling this expectation, it is  crucial to be in complete control of which resources are available in the field and how they are being scheduled and tracked.

Latency in resource allocation and tracking leads to overlapping schedules and loss of productivity. 

Businesses that are still working with the legacy resource allocation practices fail to get details on all their field service agents by hours, days, weeks, or months. There are less chances of historical comparison to arrange service-level agreements on case-by-case basis or in clusters. This detail is crucial for mapping the productivity parameters and the failure to do so only contributes to a setback for field technicians, negative customer experiences, and loss of field services business.

The solution?

Field Service Management: Scheduling jobs to the people, equipment, and facilities best equipped to complete them.

Connected Resource Allocation and Tracking

Having a single yet comprehensive platform that provides your organization the ability to manage available appointments, available technicians and their shifts, route jobs, and manage overall capacity is the need of the hour. Connected field service management platform lets you stay in control of resource absences, resource capacity records, and resource performance.

resource allocation under field service management
Resource allocation

Connected resource allocation and tracking ensure that you are able to improve the service quality, reactivity, and efficiency of your field technicians. When you choose to implement the said approach, you are also choosing to work in accordance with the factors that enable your field services success. 

Scheduling optimization

Technician’s availability and utilization

Customer interaction history

Complete access for success

Automating information flow

Coordination between departments

Real-time resource reports

Analyse resource efficiency 

Delighting the customers is a multi-faceted pursuit for field service organizations. Creating an impeccable front-facing experience for them requires critically and thoughtfully analyzed processes to run in the back end. Field service management processes ensure that the productivity and optimization of your resources go hand in hand. Hence, integrating resource allocation and tracking in your field services is a step ahead in the direction to delight your customers. 

Other Connected Articles

Predictive Maintenance: Asset productivity and Customer Satisfaction

First Time Fix: Contrast between reactive vs proactive approach to enhance customer experience

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