Field Service
Within areas like Facilities Management, Equipment service, After sales and rental operations and Asset management the need for workforce management support is a fact. Businesses are under increasing pressure to improve services. Through a workforce management solution one can significantly shorten lead times, improve productivity and minimize costs as well as increase earnings and service quality. Typical areas to monitor and manage are planned installations, SLAs, emergency calls but also inspections and additional sales.
Optimizing Field Workforce and Service Operations
A key to success for many service organisations is to improve field service performance. The aim is to maximize customer satisfaction while lowering the overall cost of service delivery. It is important to provide your field service organizations with the latest real-time data to all users, including call center personnel, service planners and dispatchers, field workers and service managers. That makes it possible to push decision making out into the organization to those that are closest to the customer—where it belongs.
Not just mobility, but complete optimization
The real key is the total optimization of your field service force so customer service decisions are made based on what's best for the customer given both your resources and your customer's constraints. Not just having the possibility to send out assignments and service orders to your field force. This is completely supported by the Blå Coordinator workforce management solution.
Service operations are becoming an important part of a company’s revenues and field service operations now account for between 20-30 percent of revenue—and up to 40 percent of profit in many organizations. The service operations are becoming an important area of strategic focus for many organizations. Commonly discussed, field force automation is about handheld mobile devices communicating in a wireless networks or by cradles. And yes, that's important, but it is only a part of a total solution. The Blå Coordinator helps the service organization optimize its resources, and by that utilize the resources in the most efficient way. The solution informs you where the service personnel are at all times, what skills they have, if any assignments are running late and the priority of the different service tasks (emergency, planned inspections, installations etc).
Not only better daily planning decisions are made, but also better real-time decisions. By using the Blå Coordinator solution, with visibility into the ongoing work process, it’s possible to give commitments to timeframes — a success factor for all service companies.
Benefits for the Service organization
- Enables the dispatcher to get the right person with the right tools to the customer at the right time based on:
- Who is closest to the service site
- Who has the most experience and best set of skills
- What is the least expensive alternative
- What is the best overall alternative
- Enables customers to receive timely and accurate service appointments.
- Gives the field service personnel information for responsive service support.
- Pushes information about assignment and service object into the hands of field technician resources through wireless communication and mobile devices.
- Flexible setting to support and weigh objectives in the system, such as maximizing travel time while minimizing resolution time or cost.
- Enables automatic scheduling of hundreds of jobs in ‘no time’. Or, if desired, also manual scheduling of assignments are supported.
