Resource Type: White Paper
Published by:  Advanced Field Service
Title A guide to delivering service excellence
Download: Click here to Download the white paper here

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Synopsis

To satisfy direct customers or retain the business of contract customers, field service companies must provide professional service time after time.

Overview

This guide outlines how you can deliver winning service at a profit by strategically deploying today’s field service technology including the following sections...

Provide a professional response

Whether you operate in the business-to-business or consumer/domestic markets, you’ll need to consistently meet basic criteria, such as responding within the set timeframe or appointment window.

A field service solution helps you to deploy your engineers with maximum efficiency and equip them with everything they need to know to do a proficient job, from the customer’s contact details to inspection sheets. Technology gives you the option to send the customer the engineer’s estimated time of arrival by SMS or email.

Live capture of onsite data

The information engineers enter remotely through their PDAs feeds back to your call control centre and back-office reporting and billing systems. Customers can be sent up-to-date compliance certification within minutes after the job is completed.

From the information captured onsite, you can shorten the time to invoice, where applicable. Sending an invoice promptly while the job is still fresh in the customer’s mind avoids queries and delays further down the line. While not strictly speaking a customer service issue, having fast efficient billing processes reinforces your image as a professional service provider and helps to speed up payments and improve cash flow.

 

Collect customer feedback

Rating product suppliers and service providers has become a way of life. Customers are accustomed to completing online surveys and logging their opinions on review sites.

Without bombarding customers with survey requests, you can collect their feedback using standard forms on the engineer’s PDA or schedule a survey to be emailed to them after the job is complete.

Improve customer satisfaction through self-service

In a highly competitive market, customers will always expect you to add more value to your basic service.

It sounds a contradictory statement but enabling your contract customers to access information about their service history online improves their perception of the service they receive, without adding to the workload of your service administrators. Customers can download their certifications, view weekly and monthly statistics, the progress of any jobs, invoices…a whole wealth of information.

Rather than having to navigate spreadsheets and other documents, a graphical dashboard can give them an at-a-glance view. This information can be made available to customers on their tablet devices and branded with your corporate identity.

Conclusions

Your delivery of service excellence is reinforced by how you handle information: sending information out to your field-based teams, capturing information from your engineers and flowing it into your back-office systems, sharing information with customers…

Modern field service technology makes all this possible in a way that would be unthinkable using manual systems or older technology. Mobile devices and web technology add another layer of agility by making location no object in being able to collect and publish this information

 

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The Q&A section of our recent webinar 5 Steps to Delivering Service Excellence. Field Service News Editor-in-Chief talks to Michael Smythe of Advanced Field Service

To download the full webinar including a Michael Smythe's presentation with a live look at how Advanced FIeld Service software functions

 

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In this the final part of our serialisation of The Service Manager Handbook (2015 edition) published by Advanced Field Service we look at four key areas for constant consideration as you push your field service operation, and the wider business to grow and flourish...

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Your business strategy

Do a regular SWOT analysis

Ring-fence time away from day-to-day firefighting to analyse your strengths, weaknesses, opportunities and threats. This analysis becomes the building block of your business strategy and the foundation for your organisation’s goals.

It’s impossible to be all things to all people. Know what you do well and focus on being the very best in that field.

Challenge the norm and diversify

If you always do things in the same way, you’ll always get the same results. To remain dynamic and resilient to change, ‘think outside the box’ and look for ways to innovate.

 

Diversification, such as selling complementary products or services, could prove an excellent strategy to grow your business, presenting you with multiple income streams that can often fill any gaps during your low season and create opportunities to increase your top-line growth.

Develop your products and services

What do your customers value most? How could you incentivise them to buy more? Gathering regular client feedback will prove crucial in ensuring you invest your time and money in the areas that matter most.

Watch the competition

By keeping a watchful eye on your rivals you can become alert to emerging threats or spot new opportunities for your business. Do you have a strong enough proposition to stand out from the crowd?

Plan for growth

How could you increase your sales to new and existing clients? How will growth impact your business: both now, next year, and five years from now? Are your systems truly scalable and able to handle exponential growth?

Your customers

Model the ideal client

Focus on those jobs, contracts and clients that are most profitable. It’s worth stepping back and analysing your customer base to identify clients who are already profitable and those who could become more profitable – and even consider ‘sacking’ the customers who drain your resources.

 

Ask for referrals

Your customers can be powerful influencers in helping to attract new, like-minded customers. If you’re doing a great job and the customer’s happy, ask if they would be happy to act as a case study or reference site.

Uncover the value you deliver

Encourage major customers to regard you as strategic partners. Make sure they understand the value that you bring to their business. Offering customers a web-based portal gives them the ability to create jobs, view history, access contract agreements and run interactive reports on their KPIs.

Regular communication will keep your customers firmly in the loop a and cement your status as a preferred service partner.

Your team

Build a high performance team

Happy engineers and call-handling staff are more likely to create a good impression with the customer. Employees are more likely to stay with an organisation if there is room for growth and advancement.

Commitment from the top is infectious. Value engineers’ on-the-ground insight into customer needs and openly recognise and reward success to motivate your team.

Help your team to thrive

Your field service team must be allowed to evolve. Look out for opportunities for members to cross-train and expand their skills.

 

This will also build a more resilient, adaptable workforce. Some companies worry that if they develop their employees, this will make them attractive to competitors. However, if you gain a reputation for being genuinely interested in your team, you’re more likely to retain the long-term loyalty of your employees.

Your systems

Consign paperwork to the bin

Automation is absolutely crucial for any growing business that needs to scale up its customer base without increasing headcount. The latest mobile, reporting and document management software will help to eliminate manual intervention, freeing your team to do what they do best.

Mobilise your workforce

Give your field team complete visibility of every job and status change. Field service mobile solutions allow engineers to view account information, download technical documents, record time-sheets and expenses, send proactive alerts, view planned work and close jobs on site.

Turn data into insight

By regularly reviewing your KPIs over a period of time, trends and patterns should become more apparent to identify opportunities and risks. The latest business intelligence tools give organisations the power to identify new opportunities and capitalise on emerging trends.

Make cash control a priority

Employ best practice cash control practices to optimise your cash flow: release cash through better stock management, rather than locking it up in extra spares and parts ‘just in case’. Bill customers promptly and accurately to further shorten the billing cycle and address any late payment issues.

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Download the full 40 page ebook for free by simply clicking here and completing the brief registration form

 

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In our serialisation of The Service Manager Handbook (2015 edition) published by Advanced Field Service we have covered a wide ranging number of topics key to the modern field service manager's role. Now we take a look to the future with three key technologies the handbook highlights that could be critical in your field service operations before not too long...

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Download the full 40 page ebook for free by simply clicking here and completing the brief registration form

 

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You can expect your field service software provider to keep a watching brief on the technology landscape and to identify practicable developments that have genuine potential to improve efficiency and lower costs. Those bright ideas must translate into a business reality that brings added value.

Machine-to-machine (M2M) communication

Among the innovations currently attracting attention in the field service space is M2M communication, which forms the basis of the ‘Internet of Things’ in allowing networked devices to exchange information and perform actions without manual assistance.

M2M technology provides valuable insight into the performance of equipment, vehicles and field engineers. With this crucial business intelligence, organisations can shift from reactive to predictive service, ensuring issues can be identified and resolved more quickly to meet rising customer expectations.

 

Typical solutions enable the remote tracking of a business’s field-based assets, smart metering to monitor and control energy and utilities and telematics systems to enhance service delivery performance through automated processes.

Despite forecasters predicting that the worldwide M2M technology market is set to continue growing, many businesses remain cautious about adoption due to limited time and resources and cost pressures. Furthermore, most service organisations will need to wait for manufacturers to introduce the capabilities of M2M before they can take full advantage of it.

Wearables

The idea of wearables, whereby information, such as schematics, is piped through to field service engineers through their smartglasses, is very attractive. It has to be admitted though that this is more of a long-term prospect.

The Field Service News research sponsored by Advanced Field Service found that while around a third of respondents saw the advancement of wearables happening within the next 12 months, citing reasons such as the advantage of hands-free working and health and safety, 66% did not think wearables would become part of their field engineers’ toolkit.

 

It is, however, definitely a field worth watching, with innovations becoming mainstream, such as the new SmartCap that monitors brain activity and sends an alert if an employee starts to nod off when driving.

3D printing

3D printing also has potential to revolutionise the field service industry. In the foreseeable future, an engineer might well be able to identify which parts of a product need replacing, upload the specifications and print the required part. Imagine the impact on first-time fix rates and the reduction in inventory!

A recent Advanced Field Service survey found that while 43% of businesses are currently using M2M and just over a quarter (26%) of respondents are considering M2M. In contrast, 31% said they had no plans to do so.

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The selection of a field service management system that meets the needs of your company is one of incredible importance. In this installation of our serialisation of The Service Manager Handbook (2015 edition) published by Advanced Field Service we look at some of the key considerations field service managers should be aware of when selecting their own field service management systems... 

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Whatever your goals – growth, increased efficiency, cost savings or improved customer satisfaction – you differentiate your business by demonstrating flexibility and responsiveness to customers’ needs.

The latest advances in service management technology provide businesses with increased opportunities to automate processes, uncover new revenue streams and add value for customers.

The power to transform your business

Questions to ask your management team:

• When was the last time we thoroughly investigated and evaluated our business processes?
• Can we accurately pinpoint where time is being spent or which are the most/least profitable areas of the business?
• Can we say with confidence that all of our teams are consistently working at optimum efficiency?[/unordered_list] 

Successful service managers maximise their use of available technologies to eliminate unnecessary manual processes, such as making multiple entries of the same information. Freed from laborious, manual administration, such as timesheets, your staff can spend time on higher value tasks.

Moving to a modern, secure and reliable service management solution will enable your organisation to significantly improve its productivity through streamlining processes and cutting costs.

A note on cloud: Cloud-based solutions, where IT resources and services are accessed via the web, remove the need for the software to be physically located on your premises or in a data centre. Increasingly, service businesses are using cloud-based applications and enabling their engineers to access and enter data via the cloud field.

Finding the right software for you

With what might seem an overabundance of software providers promising the earth, how can you go about finding the solution that’s right for your business, both now and in the future?

Here are some pointers...

Prioritise: Internally agree which processes you are looking to automate and improve, and make these requirements your priority. Think, too, about where you want to be and what you want to be able to do tomorrow, so you don’t get ‘boxed in’ by your purchase within a few short years.

Get buy in: Establish a product steering group that includes people from across the business who will either use or be affected by the implementation of a new system.

Requirements: Look at your requirements against the supplier’s feature lists.

Integration:Modern software solutions can no longer afford to work in isolation. Explore the areas where information needs to be shared across multiple systems.

Culture: Do not underestimate how the culture of your company will be affected. Explain to your staff the rationale for the change and how it will benefit them.

Expertise: Pick a supplier who has relevant experience in your industry and can provide references.

Create a shortlist: Once you’ve compared potential software packages against your key requirements, draw up a shortlist of your preferred vendors, who you will invite to demonstrate how their solution could work for your business. Ideally, this should be three maximum.

Planning: Be realistic about the time it will take for your system to be fully up and running and how much involvement will be required internally.

Support: Ensure your supplier provides you with timely ongoing support once you have implemented the solution.

Supplier stability: Pick a supplier with the resources to support all of their clients with day-to-day technical assistance, while still having a dedicated development team for producing new versions to continuously improve the software and keep it aligned to changing industry requirements.

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As we continue our serialisation of The Service Manager Handbook (2015 edition) published by Advanced Field Service we look at mobile working and reporting...

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Download the full 40 page ebook for free by simply clicking here and completing the brief registration form

 

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Operating in a fast-moving environment doesn’t allow time for your engineers to wait until they’re back at the office to give you an update on their status. Having the ability to report onsite directly from their mobile device is invaluable.

With time-sheets, inspection sheets, job cards, expenses and invoices being completed on the spot, accurate data is fed back to the call-handling centre and engineers can move swiftly on to the next job. Live capture of information means that back-office systems have a constant stream of up-to-date information – reflecting the business as it stands today, not how it was days or even weeks ago.

Mobile software that works seamlessly hand-in-hand with your back-end service management software will give you the added benefit of instantly analysing the performance and productivity of your workers and can react immediately to any potential issues. You no longer have to be office-based to run your reports: this can be done at the touch of a button, whatever your location.

Sharing information with your customers

Mobile technology also enables you to share with your clients up-to-date information on your performance, with the latest stats and reports, demonstrating the value of your service.

If your service management system can provide this information in dashboard format, as opposed to spreadsheets, customers have the added reassurance of knowing that the data cannot have been manipulated at any point. This is a great selling point when tendering for new business or to extend a contract.

How are businesses like yours adopting mobile?

There is clear evidence of the wide scale take-up of mobile technology.

According to a recent Field Service News research project, commissioned by Advanced Field Service, far from encountering user resistance, it is a trend that is welcomed by engineers out in the field, as a way to make their workflow easier, enhance productivity and increase first-time fix.

Key findings of the survey include:

• 46% of field service companies are now using a mix of different digital devices – many are now in their second, third or even fourth generation of digital device for their field engineers
• 100% of companies still using pen and paper feel at a commercial disadvantage
• 57% of field engineers state that their digital device makes their workflow easier
• 81% of field engineers are happy to be using digital devices as part of their daily tools

Making mobile work for you

 The benefits of adopting an integrated mobile and service management solution are obvious. So, why then, do some mobile initiatives fail to become an integral part of the business? There are four common pitfalls that can impede the smooth transition to mobile:

Lack of integration

Poor integration between the field and back-office systems can make the mobile solution inherently unstable and lead to a disparity between the situation out-in-the-field, on stock, engineers’ timesheets and resource utilisation, and your back-office systems for scheduling, billing and reporting.

User resistance

Sometimes the biggest barrier to a successful roll-out of mobile technology is a psychological one. However, as research shows, engineers can be some of the most positive adopters of mobile.

Unnecessary complexity

Organisations embarking on mobile initiatives can attempt too much too soon.

Lack of synchronization

Whether working in a remote part of the country or stuck onsite in a basement, there are bound to be times when your engineers have poor connection or no signal at all. If the facility isn’t available to work offline, engineers operating in less-than-ideal conditions will be forever catching up, entering data later in the day.

So how can you overcome these barriers and what can you do to improve your chances of successful mobile adoption across your entire organisation?

Choose a system with mobile technology at its core

Avoid field service management systems where mobile functionality has been bolted on at a later stage. A seamless flow of information from the field to the back-office is essential.

Encourage user adoption

Engage your engineers at an early stage of the mobile implementation process through team meetings and later through formal training. In the Field Service News research, of those companies that did involve their field workers in the selection process the overwhelming majority (93%) felt that doing so had aided adoption of their chosen solution.

Keep it simple

Don’t try to introduce too much functionality too quickly. A gradual phased approach can in the long run be more effective than a ‘big bang’ implementation.

Connectivity is key

To be fully effective, your engineers need to be able to use the mobile solution offline as well as online. It must offer the ability to store information such as photographs, worksheets and customers’ signatures that are entered onsite, and then automatically transmit this information back to the call-handling centre once coverage is regained.

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As we continue to bring you a selection of features from The Service Manager Handbook (2015 edition) published by Advanced Field Service we now turn our attention to one of the core tools for building future success, namely the implementation of Analytics and intelligence

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In today’s challenging business environment, there is little margin for error. Service managers need an even greater and fully in-depth understanding of their business to improve business planning, helping them make better-informed decisions, to ultimately keep ahead of the competition whilst attracting new customers and retaining their existing customers.

Instant access to management information

The benefits of replacing hand-crafted reports and spreadsheets with more interactive, integrated and intuitive tools are well documented.

As well as removing the unnecessary heavy wastage of man hours, and delaying what is often critical business decisions that can impact your opportunities to not only grow but also identify areas of weakness within your business that could potentially lead to loss of clients, easier access to your data improves control of your business with the following key insights:

• Intelligence to recognise emerging trends: Today’s business environment is faster paces nad more dynamic than ever before, whilst in the past reputations could be built on doing what you do and doing it well, today standing still can lead to dangerously dramatic decline in business, particularly from a service point. Since the economic crash in 2008 service has risen to become the key differentiator between businesses and with modern consumers (both B2B and B2C) well equipped to air any grievances in public via social media the pitfalls of failing service can be catastrophic for a business. As technology continues to push the boundaries of what is possible, it is imperative that service orientated companies embrace this to stay ahead of the competition and deliver service excellence at all times.
• The ability to identify and seize new opportunities or ward off threats: Of course embracing technology doesn’t just mean delivering better standards of service to customers. New emerging technologies such as the Internet of Things can help businesses move from a traditional break-fix reactive approach to a more efficient and cost effective preventative maintenance approach. Through remote monitoring optimum performances can delivered across the install base ultimately leading to less service calls in the long term.
• Power to understand key areas delivering profit (and loss): As the old adage goes you can only manage what you measure. Field service companies are perhaps uniquely positioned to be able to gather more information about their customers than any other industry as they have the benefit of ‘eyes and ears’ on site with your customers. The flow of this information from business unit to business unit allows for far greater insight of where new potential revenue streams may lie, as well as profit leakage may be occurring.
• Fast, informed decision-making based on accurate and live information: The rise in prevalence of dashboard analytics now make it possible for field service managers and their colleagues in other business areas such as procurement and sales to see trends based on the data collected easily and instantly, empowering them to make critical business decisions, and to get them right.
• Unprecedented insight into the most/least profitable areas of your business: In terms of data collection, processing and analysis we are truly living in a golden age. Businesses that harness the power of the data they have access to not only have superior understanding of their own businesses but also of their customers and most crucially of their customers pain points.

Your back-end service management solution should be able to do all the work of collating real-time information automatically across your jobs.

It should also make easy work of presenting it in the formats that are most useful to your management team, providing full visibility of contract profitability and equipping decision-makers with instant access to vital information on the business, including your profit forecasts.

Easy-to-understand analytics

As a matter of course, your data should be regularly analysed in a multitude of ways and in varying degrees of complexity, from viewing a daily high-level graphical KPI dashboard, down to examining detailed monthly reports.

Not surprisingly, analytical dashboards are fast becoming the service manager’s reporting tool of choice. They offer true anytime/anywhere reporting, via a browser or mobile device, in a way that makes it easy to instantly grasp the significance of the information.

If you have this dashboard facility in your service management solution, you’ll be able to drill down to the original data source to analyse all your core data including: customer status; financials; performance and productivity of engineers, with hours worked and number of visits; stock and supplier KPIs; calls by equipment, site and efficiency; costing of jobs and engineers; call response times.

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As we continue our serialisation of the 40-page eBook The Service Manager Handbook published by Advanced Field Services we now look at what obstacles you must overcome and what plans you must put in place if you are to achieve service excellence.

Download the full 40 page ebook for free by simply clicking here and completing the brief registration form

It’s a given that the customer is your number one priority. Typically, service is affected by a combination of factors that result in the customer not getting what they want, when they want it.

However, there are crucial failures we see in many companies that can hamper them from even beginning to build a coherent strategy for achieving service excellence. These can of course vary from company to company but some of the most regular culprits in blocking a customer service strategy from ever becoming more than a tick box exercise include:

• A lack of integrated, real-time communication between the field engineer and the customer service representative - your engineers are the gateway to your customers, they are the ones who can make or break even the largest of commercial relationships. As such,  give them both the tools and the training in order to not only just do their job but to do it brilliantly to ensure your customers remain loyal with you for the long term
• Poor visibility of current stock levels across multiple systems and manual entry – you can have the best engineers in the world, they can be experts in their field and fantastic customer service folks as well. However, if they can’t access the right part for the right job, right away, even they are going to struggle to keep your customers happy as they see their downtime escalating due to your company's inefficiencies.
• Time-consuming manual processes hindered by unnecessary paperwork make it difficult to respond with agility to customer requirements. Nobody likes red-tape, your customers hate it, your engineers loathe it – they just want to get on and fix things, and in today’s age of mobile computing, endless paper work is simply unnecessary and a waste of your engineers' valuable time.
  • At the same time your engineers should also have all of the tools they need at their fingertips both to do their jobs as effectively as possible but also to keep your customers informed throughout any repair.
  • Field service engineers without the ability to quickly see and advise customers in advance that a part may be delayed, or without the ability to order a part quickly and easily themselves whilst on site are likely to face an uphill struggle in today's business environment.

However, whilst problems like the above can grow to become significant issues for some organisations, the good news is that the technology is in place to help support your business, allowing you to avoid such issues and firmly become part of your clients' on-going business operations.

Here are six steps we believe are crucial to field service management in today's market…

Keep the lines of communication open

Whether you operate in the B2B or consumer/domestic markets, you’ll need to consistently meet basic criteria, such as responding within a set timeframe or appointment window.

A field service solution helps you to deploy your engineers with maximum efficiency and equip them to do a proficient job.

Technology gives you the option to send the engineer’s estimated time of arrival – and alerts on any unexpected hold-ups – by SMS or email to the customer. They are more likely to tolerate a delay if they know the reasons why, along with the new ETA.

Capture live data onsite

The information your engineers enter remotely through their mobile devices should automatically feedback to your control centre and back-office reporting and billing systems.

Customers can be sent up-to-date compliance certification within minutes of job completion. Sending an invoice promptly while the job is still fresh in the customer’s mind will also avoid queries and delays further down the line. While not strictly speaking a customer service issue, having fast efficient billing processes reinforces your image as a professional service provider and helps speed up payments and improve cash flow.

Collect and analyse customer feedback

Without bombarding customers with survey requests, you can collect their feedback using standard forms on the engineer’s mobile device or schedule a survey to be emailed to them after the job is complete.

You’re showing you value their views and it’s an opportunity to capture valuable insight into your customers’ thinking and identify possible opportunities to upsell the contract and services, where appropriate.

Create a unified, shared view of the customer

A customer relationship management (CRM) solution, integrated with your service management software, will capture and share information across your whole business, giving managers access to critical information at all times while managing your sales pipeline and opportunities.

You’ll gather intelligence on your customers during the course of doing business with them. This will enable you to offer better service while providing your teams with organisational knowledge, information and the expertise to make complementary sales where appropriate.

“Due to circumstances beyond our control…”

Timely, consistent service delivery is essential. If anything impedes this, capturing data on the spot with time-stamped photos will protect you from becoming open to penalties and demands for refunds.

Improve service with self-service through a web-based customer portal

Many service organisations now approach many of their major clients as strategic partners, working in collaboration with them to build a long-term, mutually beneficial partnership.

A customer portal gives authorised representatives in the customer’s organisation the ability to create jobs, view their service history, access contract agreements and run interactive reports on their KPIs.

This type of self-service access will ensure your clients are kept firmly in the loop, cementing your status as a preferred service partner without adding to the workload of your service administrators. In fact, you free your call-handling and back-office staff to focus on the queries, issues and exceptions that genuinely need their skills and experience.

Download the full 40 page ebook for free by simply clicking here and completing the brief registration form

 

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Leading mobile workforce management company ServicePower Technologies Plc has launched Nexus FS, an enterprise-class  cloud-based field service management solution for any sized service business that incorporates comprehensive mobile dispatch functionality.

NEXUS FS (Field Service) is designed to provide service businesses of any size an enterprise-quality cloud-based field service management solution with a comprehensive mobile application. It incorporates work order management, mobile dispatching to field based resources, real-time schedule monitoring through an interactive Gantt, timesheet reporting, location monitoring and reporting, asset and parts capabilities, and user configurable maintenance, all in the cloud, with fast and easy data set-up and a modern and easy user interface.

The NEXUS FS mobile dispatch component has new features such as rules-based, user configurable forms delivered on a job-by-job basis, allowing organisations and technicians to quickly adapt to job conditions, improving both efficiency and productivity, while enhancing the customer experience.  It also incorporates the latest release of ServicePower's  ServiceMobility providing job and activity management, scheduling, inventory management, parts information, schematic diagrams, note-taking, timesheets, signature capture, photograph capture, collaboration with office-based resources, navigation, estimates and payments, and customer surveys.

For those requiring real-time optimisation, Nexus FS can be integrated with ServicePower’s ServiceScheduling module, and later this year it will also be available with the company’s patented field service optimisation algorithm Optimisation on Demand.

NEXUS FS also will offer connected global third party contractors the ability to manage their own business while receiving work from our ServiceOperations global client base, aggregating all jobs into one software platform, reducing costs and improving operational efficiencies.

Marne Martin, CEO, ServicePower, commented "ServicePower are investing in rapid development of our mobile workforce management platform adding in new features and new products that further connect the service supply chain, provide improved efficiencies and productivity, and enhance the customer experience.  NEXUS FS changes the field service market. It's not simply another disparate mobile dispatching solution. It provides small, medium and even large enterprise organisations with an economical, cloud-based solution to manage their business and fully mobilise their field operations with access to real algorithm-based optimisation, connectivity to multiple job sources and the ability to file claims for work performed, through our connected platform and offerings, providing an unmatched, single vendor solution to any business."

 

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