Innovation is great, but let's face it- it takes a lot of work. Due to the many technological innovations that Smart Industry has introduced in its wake (such as the Internet of Things, Big Data and predictive analytics), there are many changes on the horizon for service providers and more efficient ways to provide excellent customer service. For example, predictive analytics could help estimate when a central heating system needs maintenance before disruption to the customer occurs. Taking advantage of today's technology and adopting a Connected Field Service approach can make it possible to address and resolve many of the problems faced by service providers today.
This blog post offers five tangible action points to ensure your field services are connected and that you're staying ahead of the competition:
1. Reduce the number of customer complaints
These days the customer expects more, better and faster service. Service must be highly customer-focused and personal, ensuring that a good relationship is established. Improving the relationship will decrease the number of complaints. Moreover, the customer expects a real-time overview of the service provider’s schedule (Customer Engagement)
2. Minimize operational inefficiencies
Due to limited insight into the entire service process, opportunities to improve operational efficiency are often missed. When an inefficiency is detected, it is hard to pinpoint where it takes place in the process and how you can remedy this inefficiency without disrupting the entire process. Ideally, you should have a clear overview of the entire business process in order to easily filter out any inefficiencies.
3. Schedule your field technicians efficiently
When a customer can plan an appointment 24/7 on their terms, chances are slim that their choice perfectly matches the schedule of the technical service provider. Technicians often have to wait a long time between appointments, or the service provider has to make more trips than necessary, leading to higher costs and less profitability.
4. Ensure up-to-date views of the schedule
When there are last-minute changes to the technician's appointments or routes during a workday, schedules can get very confusing and mistakes can easily be made and/or appointments may be missed. Adding a route optimization functionality to the existing planning board is an ideal solution to this problem.
5. Create an optimal annual plan
Limited insight into long-term contract agreements and ad-hoc work by employees muddle the situation, making it difficult to determine an annual plan. Ideally, your annual plan should allow for flexibility so that contract agreements and ad-hoc work can be combined perfectly.
The Field Service functionality in Microsoft Dynamics 365 is making it easier for companies to provide better, more connected field service. Connected Field Service provides real-time insight into business processes, making it easier to take control. In addition, it enables you to make better, faster decisions that are substantiated by data, ensuring you have sufficient response time to adjust in order to achieve your KPIs.
Curious about Connected Field Service with HSO and Microsoft? Read our white paper to learn more.