Lean Six Sigma has been applied to manufacturing facilities for several decades. In recent years, many progressive service organizations (especially in the medical and financial industries) have used these same techniques to eliminate waste, streamline processes and reduce variations in core service processes.
While there are many similarities with the above organizations, Remote Field Service brings unique challenges including: Implementing changes across broad geographic areas, developing and monitoring consistent KPIs, tracking/measuring intangible service products, customer-driven SLAs, and complex processes often extending across multiple internal departments.
Focus On the Customer
What is the most important factor in the success of any business? Savvy executives know that customers who determine whether your organization falls flat or makes the grade when it comes to service. Using field service management software to manage your customer relationships isn’t just a smart choice — it’s a necessity in today’s competitive market. By integrating customer relationship management capabilities into your field service management software solution, you can leave the work up to the applications as you automate key functions. This improves customer satisfaction by ensuring a seamless, unified experience with every transaction throughout the customer-relationship lifecycle.
Always stay on top of customer communications using field service management software’s comprehensive menu of communications options, including email, text, and phone. Complete complex outbound voice calls without using additional hardware and software, and connect with customers via landlines or cellular phones, as well as on tablets, to be in constant contact about scheduling, job details, and more.
Empower your Workforce
Give your employees and partners the tools they need to follow through with great customer service. Field service management software lets you empower your workforce by setting them up for success with clear, concise communication methods, accurate dispatch and navigation tools, skill-based assignments, workload balancing, and more. With a scheduling assistant, you can allocate teams and resources according to guidelines defined by customer, organizational, or regulatory mandates, and you can choose how best to assign your staff based on skill set and location.
Flexible drag-and-drop scheduling puts you in control and gives your employees the best chance for being successful on the job. You’ll never send the wrong person to the wrong job, dispatch a worker to a poorly matched assignment, or skew your projects too heavily onto one or another team again by utilizing the practical, easy-to-implement field service management tools optimized for your business.
Focusing on Purpose-Driven Goals
Set your sights on achieving your business’ best potential by homing in on realistic goals and expectations for you and your employees. Field service management software can help you align your goals with real-life information and plot out your next strategy. Address specific issues within customer service, deployment, inventory and other factors by examining visual representations of your data, and learn how to best plan for the future success of your organization.
Always Look for Ways to Improve
Using field service management dashboards and reporting, you can gain the insight you need to improve your operation on every level. Focus on details or look at the broader picture using the applications visualization tools, and gain the knowledge you need to better understand how you can improve your organization’s methods in customer service, job allocation, and more.