FieldAware's Field Service hub extends best-in-class customer engagement.
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May 18, 2020 • News • FieldAware • steve mason • Service Automation • localz • Customer Satisfaction and Expectations • Tim Andrew • CSAT
FieldAware's Field Service hub extends best-in-class customer engagement.
FieldAware, the leader in made-for-mobile, cloud-based field service hub solutions, and Localz, the leader in real-time customer communications and service tracking solutions, has announced a partnership to bring day-of-service communications to field service organizations.
To build better service experiences, FieldAware has partnered with Localz to expand its cloud-based field service management hub offerings. Localz On My Way complements and extends the functionality of the FieldAware offering to include automated customer communications, real-time service tracking and feedback capabilities to existing workflows.
Automated Field Service Workflows
The partnership uses FieldAware job data seamlessly integrated with Localz technology to trigger automated customer communication workflows before and on the day of service. Combining fully integrated, automated field service workflows with real-time technician tracking and post-appointment feedback reduces costly truck-rolls, improves service efficiency and increases first-time access. This powerful combination delivers double-digit improvements in customer satisfaction and profitability for service-based organizations across industries.
"Partnering with Localz allows our clients to quickly digitize their day of service operations and deliver customer experiences similar to the likes of Uber and Amazon," said Steve Mason, COO at FieldAware. "As a cutting-edge field service hub enabling field service companies of all sizes to automate processes and streamline operations, it was a natural step to incorporate a best-in-breed customer engagement solution."
"Now more than ever, B2B and B2C customers alike demand transparency and clear communication around service appointments. Our partnership with FieldAware allows us to make processes even easier for companies to get back to business while delivering frictionless experiences for end-customers," said Tim Andrew, CEO of Localz.
For more information, please contact: marc.tatarsky@fieldaware.com
- To find out more about FieldAware click here.
- To find out more about Localz click here.
- Read more about customer communication in service @ www.fieldservicenews.com/customerservice
May 06, 2020 • Features • Gig Economy • Video • field service • field service management • field service software • localz • Blended Workforce
In this final video in our series looking at the grown-up gig economy and field service, we discuss the importance of customer perception when utilising gig workers as field service technicians...
In this final video in our series looking at the grown-up gig economy and field service, we discuss the importance of customer perception when utilising gig workers as field service technicians...
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How to Protect the Brand Reputation of Your Field Service Operation, While Harnessing the Gig Economy
An important question remains when it comes to the gig economy. What about the perception of the gig worker in the eyes of the consumer – in an era when the service call plays a significant part of a company’s reputation and brand is it wise to hand that responsibility to someone who is not part of your corporate family?
There is a certain amount of trepidation amongst some companies around this approach for exactly this question. However, ultimately if the engineer is on an emergency break-fix call and gets the customer back up and running, realistically will they really care whether the engineer is a direct employee or a gig worker? Probably not.
Similarly, if the engineer is performing fairly routine preventative maintenance, then will it really matter if the engineer is gig worker or employed? Again in reality, the customer is unlikely to have too much of a concern. However, there is a potential negative impact to a brand if it becomes apparent that the company is sending out what could be viewed as cheaper, less qualified labour to maintain their customers assets.
There are a number of ways in which this could be overcome, however.
Employ in the Gig Economy Like You Would for your Own Team. Hire Excellence.
One suggestion could be leveraging the natural gravitas and authority that more experienced engineers are able to bring to the table.
Of course, we are not suggesting that an organisation employ based on an age criterion here (that would be unfair, illegal and limit your potential reach into the gig economy market).
However, it could be wise to set a slightly higher experience requirement level for your jobs than is actually needed. This would have the benefit ensuring that each of your gig workers is overqualified for the work they are going to undertake on your behalf.
This may approach may be a bit more expensive than the regular approach to harnessing the gig economy, but it is still cheaper than it would be to develop and retain your own workforce, and you would be likely to see high level first-time-fix rates which not is not only good for your own P&L negating any additional expense, but perhaps more importantly would allow to maintain a strong brand reputation for your service operation whilst leveraging the gig economy.
This is however, just one potential suggestion, but there is one thing which is a simple necessity required in order to make sure you are able to successfully leverage the gig economy, whilst retaining the trust and loyalty of your customers. That is to present a consistent and unified look across all your communications with your customers regardless of whether they are internal workers or gig economy.
Embrace the Technology That Empowers Your Organisation and Delight Your Customers
It is essential that from your customers’ perspective that they still have clear visibility and a route of communication that is seamless.
This is where technology such as Localz can play a major role in facilitating field service organisations to truly harness the power of the gig worker market.
In fact, moving towards an on-demand service model doesn’t have to be a huge operational or organisational change.
By using the power of location technology, such as that which the Localz solution has been designed to maximize, you can “offer” jobs to available engineers in the area with the right skill set, delivering a flexible schedule for employees and a seamless on demand experience for consumers, who are demanding more services which work around them.
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Apr 29, 2020 • Features • Gig Economy • Video • field service • field service management • field service software • localz • Blended Workforce
In the fourth part of this series looking at the grown-up gig economy in field service we explore the win-win benefits of the older gig worker being utilised within the field service sector...
In the fourth part of this series looking at the grown-up gig economy in field service we explore the win-win benefits of the older gig worker being utilised within the field service sector...
Would You Like to Know More? There is a Field Service News white paper on this topic available exclusively to fieldservicenews.com subscriber. Click the button below to access it now!
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What the More Experienced Field Service Engineer Brings to the Table...
So, let’s take a look at why the gig economy can be of benefit both for more seasoned engineers and for field service organisations themselves.
Flexibility
The frequent travel of a field service engineer can be an exciting life for a younger worker. Indeed, this variety is something that field service organisers are starting to leverage as they seek to employ from the millennial labour pool.
However, it is a work-life balance that is perhaps less attractive for the engineer who has settled and doesn’t want to spend time away from their family so often.
Equally the older engineer, who is perhaps entering into semi-retirement may not want to (or be capable of) climbing up pylons or squeezing down cubby holes everyday but whose technical skills can be leveraged in less demanding roles.
Additionally, as our society adapts to newer thinking towards work, the entrepreneurial approach is becoming increasingly common amongst older workers as they have the necessary diligence to continue to seek out the work needed to provide them with financial support, but relish the freedom of being able to set their own agenda.
Experience On Tap:
For the field service organisation, the ability to tap into a pool of experienced engineers, on demand, allows them to minimise the risk of unnecessary costs while still being able to meet any peaks in service requirements.
Whilst this is of course true of any gig-worker, regardless of age, field service companies are seeking out more seasoned engineers for a number of reasons.
Experienced with the Assets
The engineer that has been there, done it and got the t-shirt is likely to hit the first-time-fix rates.
Not only are they likely to have vast experience on multiple assets within the industry segment, but also their experience will shine when it comes to fault identification as well. This is crucial considering that no fault found is one of the over-riding biggest causes for costly second visits.
Good Under Pressure
When every second of downtime is costing your client money the front line of the service cycle can be a high-pressure environment.
In such pressure, mistakes can be made which can be costly for both you and your client. The experienced engineer is likely to be able to draw on a well of experience to help them get the job done as efficiently as possible.
Indeed, this is the reason that so many field service organizations actively seek out ex-military personnel.
Good with the Customers
Of course, if the customers problem is resolved nice and quickly then they are likely to be happy.
However, a confident and well-mannered engineer can then be the link in solidifying their relationship with your organisation and potentially paving the way for renewed or upgraded service contracts in the future.
The gig-economy engineer doesn’t need to be part of your sales process to achieve this, but they are the representative of your brand and the quality of their interaction with your customers will impact your sales teams conversations at some point in the future.
The experienced engineer is more likely to understand the wider business processes and be more comfortable engaging with customers whilst also naturally carrying a more authoritative tone.
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Apr 22, 2020 • Features • Gig Economy • Video • field service • field service management • field service software • localz • Blended Workforce
In the next part of our video series published in partnership with Localz that looks at gig economy in field service, we take a look at some of the core misconceptions of the gig workers and employers...
In the next part of our video series published in partnership with Localz that looks at gig economy in field service, we take a look at some of the core misconceptions of the gig workers and employers...
The Misconceptions of the Gig Economy in Field Service
Having outlined the growing case for the field service sector embracing the gig economy in earlier features within this series,, let us now take a moment to bust some of the myths surrounding the conversation…
Misconception #1 : The gig economy is just young kids on bikes
If you look at the various gig work platforms that are available, it quickly becomes clear that many are targeted at workers with a specific level of expertise. When we think of the gig economy we often automatically think of platforms such as Uber or Task Rabbit. But the truth is the gig economy is a broad and wide spectrum. For example at the other end of the spectrum high level, management consultants have essentially always been part of the gig economy, long before the term was ever coined. In fact over two-thirds (66%) of the gig economy are over thirty.
When we look at field service engineers, successful platforms have emerged such as FieldNation or WorkMarket that have allowed field service organisations to effortlessly tap into a contingent labour market full of qualified and experienced service engineers.
Misconception #2: The gig economy is only utilised by certain types of company
Actually, 40% of companies expect that gig workers will become an increasing part of their workforce.
Many businesses are clearly seeing the value in using freelance workers to meet their staffing needs. Companies like Swiss telco giant SwissCom for example are rapidly expanding their teams and building new service revenue streams by utilising an abundance of gig workers.
This is a trend that we have seen increasing in field service and as it offers a win-win for gig workers and field service companies alike we anticipate it will only continue.
More field service companies hiring gig workers will only serve to drive the acceptance of the gig economy further bringing more experienced engineers to the gig economy market.
Misconception #3: Gig workers are just waiting for a ‘proper job’
There is the common misconception that gig economy work is a means to an end whilst workers seek out a more traditional form of full time employment.
In fact research by Forbes shows that only 20% of freelancers would prefer full time employment Despite scare stories that position gig workers as vulnerable from exploitation and low wages, the reality is very different and that most gig workers wouldn’t choose full-time employment even if it was available to them. Nearly a half of respondents (45%) would opt to work independently and state that they would seek to acquire new clients in order to meet their financial goals.
All of this is noteworthy because as a group, freelancers do tend to work longer hours at less pay than their employed counterparts.
At the same time, they tend to state that they work on more interesting projects and enjoy the flexibility that gig work provides to them, including being able to work from home, and spending more quality time with their family.
Overall, this could reflect a shift in priorities among workers and has been aligned with the societal change of the workforce as boomers retire and millennials replace them.
However, further study of the available data would indicate that this is in fact a universal preference that transcends generational outlooks.
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Apr 15, 2020 • Features • Gig Economy • Video • field service • field service management • field service software • localz • Blended Workforce
As part of our series run in partnership with Localz exploring how field service companies can hardness the 'grown-up gig economy' we outline the benefits of a blended field workforce that marries internal and third party.
As part of our series run in partnership with Localz exploring how field service companies can hardness the 'grown-up gig economy' we outline the benefits of a blended field workforce that marries internal and third party.
Would You Like to Know More? There is a Field Service News white paper on this topic available exclusively to fieldservicenews.com subscriber. Click the button below to access it now!
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The Benefits of the Blended Workforce in Field Service
The notion of a blended workforce (i.e. one that ‘blends’ internal resources with 3rd-party, or gig-economy workers) is one which is increasing in popularity, as field service organisations seek the benefits of a flexible labour force that can allow them to meet customer demands whilst reducing unnecessary financial risk.
Early adopters of such an approach have found that the use the gig economy can provide an excellent solution when it comes to meeting variable demand, responding quickly and effectively to their customer service requirements and simultaneously reducing their exposure to overhead costs.
By tapping into a third-party market of service engineers who already possess the required skill-sets, and leveraging technologies such as IoT, knowledge banks and Augmented Reality (AR) to ‘dial-in’ the job-specific expertise when needed, field service companies can tap into a contingent labour pool that meets around 80% of their daily repair and maintenance tasks.
The blended workforce also provides many other benefits:
- Skill diversity: Many companies benefit from widening their engineers’ skill sets to develop and establish new service offerings.
- Flexibility to scale with seasonal or variable demand: organizations that face significant swings in demand across varying seasons, like those in the HVAC sector, can scale up or down quickly with contingent labour.
- Business efficiency: By using contingent labour to ‘fill gaps’ in a service schedule, organizations can retain efficient service delivery and maximize core workforce utilization.
- Geographical coverage: 3rd-party labour markets can offer service organizations the ability to enter into new territories without the traditional excessive overlay.
- Customer satisfaction: A contingent labour force can enable service organizations to react and remedy issues in a timelier manner, particularly in peak seasons when the internal workforce is stretched thin.
There are potential problems, however.
As previously mentioned, customer expectations are higher than ever and the threshold for service excellence continues to increase.
Therefore, and underlying level of technology that allows the field service representative, whether they be internal or third party workers is crucial to ensure that the customer experience remains consistent and in line with their expectations. One of the most crucial aspects of this is the customer communication channels used - particularly on the day of service.
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Apr 08, 2020 • Features • Gig Economy • Video • field service • field service management • field service software • localz • Blended Workforce
In the first part of our series run in partnership with Localz exploring how field service companies can hardness the 'grown-up gig economy' we outline why the field service sector needs to embrace the gig economy...
In the first part of our series run in partnership with Localz exploring how field service companies can hardness the 'grown-up gig economy' we outline why the field service sector needs to embrace the gig economy...
Would You Like to Know More? There is a Field Service News white paper on this topic available exclusively to fieldservicenews.com subscriber. Click the button below to access it now!
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Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content who may contact you for legitimate business reasons to discuss the content of this content.
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The growing pool of field service gig workers
The pressure on field service companies is perhaps greater than it ever has been. As we, as a society embrace an everything now culture, where on-demand is the new norm, time has become perhaps the single greatest commodity of all.
Companies like Deliveroo, Uber and Amazon have changed the benchmark when it comes to what is possible - both in terms of operational efficiency and customer convenience. This has led to a surge in customer expectations.
We now demand the services we use are intuitive, convenient and affordable.
And while this was a phenomena that emerged within the Business to Consumer (B2C) world, it is one that has seeped into the Business to Business (B2B) realm as well as lines between the two continually become blurred.
The reality of course, that field service is a complex beast with many, many moving parts. It is obviously, harder to get a skilled engineer to a job than it is to get a taxi driver. There are simply less of them available, especially if you only have the limited pool of your own internal resources. Yet, the customer cares little for the reasons why you cannot meet their demands.Only that you can’t.
It is of course, an unfair expectation, some may even go as far as to call it unrealistic even, but in the world of the experience economy, where service standards and rapid responses are becoming increasingly linked with our top-line revenue streams, it is one that we as service providers have to face up to. It is one we have to adapt to. What makes this more challenging is the simultaneous increase in internal expectations of field service delivery.
"Beyond the headlines of millennials on bikes, there is an increasingly mature pool of experienced gig-economy workers who are ready and able to fill in the gaps in your existing field workforce..."
With the rise of digital transformation projects, improvements can be made across the whole service delivery cycle. Indeed, technology is undoubtedly an enabler in allowing field service organisations streamline their processes.
However, while modern field service management systems can help drive efficiencies in all manner of aspects of field service, the fact remains that field service is by its very definition an inherently people centric sector.
We have yet to be able to replace the most dexterous tool at our disposal, a pair of human hands, with industrial automation - and it is unlikely we ever will.
And so it is to the gig-economy, savvy field service companies are turning. Beyond the headlines of millennials on bikes, there is an increasingly mature pool of experienced gig-economy workers who are ready and able to fill in the gaps in your existing field workforce.
They are not a replacement for your existing team but an addition. With freelancer and internal employee working side by side in what is termed the blended workforce.
Would You Like to Know More? There is a Field Service News white paper on this topic available exclusively to fieldservicenews.com subscriber. Click the button below to access it now!
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Mar 25, 2020 • Features • localz • Covid-19 • Managing the Mobile Workforce
Louise Robertson from Localz outlines some of the challenges the mobile workforce face during the pandemic and ways of negating its impact.
Louise Robertson from Localz outlines some of the challenges the mobile workforce face during the pandemic and ways of negating its impact.
Covid-19 means we are living in an extraordinary time; we are hyper-aware of who we are interacting with on a day-to-day basis. This is further heightened by the need to reduce the number of people we connect within the real world. Human movement has been restricted to assist with #flattenthecurve.
Essential services must continue to function and mobile workers need to keep the infrastructure working. Roadside assistance, plumbers fixing broken heating and boilers, electricians restoring power, utility personnel performing essential maintenance, healthcare workers attending to in-home patients, and deliveries of everyday essentials.
Confinement is rapidly altering consumer expectations, activities, and motivations, this will impact the customer perception of different brands in different ways. (Day 3 and I am crawling the walls of my home office) Keep in mind you have an opportunity to excel (or fail) because customer expectations are high now with so much emotion and uncertainty.
The delivery of service and products has changed
Everyone is brainstorming isolated customer scenarios to build a customer-centric approach in the face of Covid19. Consider:
Changes to customer needs and journeys
There is no longer ‘business as usual.’ Customer awareness, concern, and reaction to the virus is rapidly shifting expectations and needs. Growing government restrictions will impact customer demands.
Be proactive now with information for customers
Over-communicate with customers and employees who are concerned and demanding information. Use agile, personalised daily communications to keep teams updated, protected and positive.
Put the isolated customer at the centre of your plan. Address how you can help customers keep themselves safe in this pandemic and address their concerns and fears. Conveying what your brand is doing to ensure a safe service or shopping experience in physical locations can earn trust (and business).
Information that will reassure customers can include:- Advance identification of the mobile worker sent to the consumer: photo, name, vehicle registration number, relevant licence credentials, and even body temperature readings.
- Pre-arrival information, job details, accurate ETAs, and tracking maps that update in real-time. The customer can be prepared to socially distance themselves.
- Real-time two-way communications between the mobile worker and the consumer enabling contactless property access and sharing of last-minute details.
- The issuing of unique one-time PINs enables deliveries and service appointments to be authorised, approved and completed in a contactless manner as there is no need for any physical contact or signing on a device.
- For product deliveries ‘to the doorstep’, customers can advise a safe place, can track precise arrival, and can be notified of delivery completion - helping to reduce concerns about goods being left outdoors.
Communication in action
You can proactively collect feedback from customers in real-time to monitor how your field team is coping.
How your brand responds to questions like this will vary wildly based on your category. Reviewing the tone of your marketing and communications plans at this time is important. You have to pull planned communications which are out of sync with the crisis. (Cruise offers and restaurant experiences)
Gartner says, "Listen to your customers": CX and customer insight leaders are in a better position than others in the organization to understand how customer needs and expectations are swiftly changing.
Real-Time Feedback
Attitudes and perceptions will change very rapidly, so it will be essential to establish real-time feedback monitoring and reporting. People who were not taking the virus seriously a week ago are doing so today. Simply put, month-old data on customer attitudes and perceptions of your service may as well be decade-old data. Have full visibility of your mobile workers to keep abreast of changes that may occur day-to-day in the coming weeks and months.
Where your brand depends on real-world delivery of products and services plan...
- How you will serve customers if those are curtailed?
- Will you need to implement testing or provide masks to customers?
- How will you deal with customers who exhibit symptoms? Must your employees in every location understand and interact with local health officials?
- How can you use communications to support people who are quarantined?
- Can you shift to contactless digital delivery of field services?
Answers to these questions are not easy since they involve issues of product, logistics, inventory, supply chain, and operations. These questions are not only relevant for brands in the most immediately affected categories, like health products and travel. These questions can and will impact your customers and your brands in the coming months.
Resources are shifting as companies change their focus from solving broken touchpoints to addressing distinct and urgent customer needs and flexing to address severe operational, manufacturing, or logistics issues. Under normal conditions, CX leaders fight to secure and keep resources, but in the coming months, their ability to use customer insight to inform urgent decisions and support shifts in priorities will be more important than maintaining a steady course.
“In this extraordinary period of time, it has never been more important to address the fears of consumers who are literally locked in and worried about everyone they interact with. Reassuring them with frequent communication so they know exactly who to expect, the steps you’ve taken to keep them safe, precisely when you’ll arrive and enabling them to communicate their precise instructions for access is not just important, it’s vital. Without this, you may well find you’re locked out.”
(Tim Andrew, Co-Founder, CEO Localz)
NB This article was inspired by an article from Augie Ray of Gartner which you can read here.
Take a look at these videos to see how Localz is helping during the pandemic in terms of communication, feedback and team visibility.
Jan 22, 2020 • Software & Apps • News • localz
DW Support Services (DW) selects Localz, leading experts in last-mile location and messaging technology to “Uberize” its real-time customer communications.
DW Support Services (DW) selects Localz, leading experts in last-mile location and messaging technology to “Uberize” its real-time customer communications.
Nov 19, 2019 • Features • Future of field servcice • IBM • Uberization of field service • Uberization of Service • localz • HSS Hire
Having previously worked together on a white paper entitled the Radical Age of Uberization, Field Service News and Localz were reunited on the topic when the software firm hosted a morning briefing and invited Kris Oldland, Editor-in-Chief, Field...
Having previously worked together on a white paper entitled the Radical Age of Uberization, Field Service News and Localz were reunited on the topic when the software firm hosted a morning briefing and invited Kris Oldland, Editor-in-Chief, Field Service News to chair the day’s discussions...
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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