Field Service News in Partnership with ServicePower. have produced an exclusive documentary that explores the role of the blended workforce model in field service operations, the challenges in making it work, the significant benefits it can produce...
ARCHIVE FOR THE ‘managing-the-mobile-workforce’ CATEGORY
Apr 21, 2021 • Features • servicepower • Blended Workforce • Managing the Mobile Workforce • Documentaries
Field Service News in Partnership with ServicePower. have produced an exclusive documentary that explores the role of the blended workforce model in field service operations, the challenges in making it work, the significant benefits it can produce and whether the pandemic and the capacity crisis we face as we turn towards recovery will be a further driver for its wider adoption.
In this excerpt from that documentary, we address what is for many the biggest barrier to adoption of the blended workforce model - can a third-party service provider meet the same standards we expect from our own workers?
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interviews recorded for the documentary in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
Data usage note: By accessing the documentary 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, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Apr 19, 2021 • Features • Telecommunications • Blended Workforce • Managing the Mobile Workforce • Ericcson • Adam Gordon
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, produced in partnership with ServicePower Kris Oldland, Editor in Chief spoke with Adam Gordon, Head of Network...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, produced in partnership with ServicePower Kris Oldland, Editor in Chief spoke with Adam Gordon, Head of Network Planning & Optimisation, Ericsson
Here Gordon explains why the flexibility that the blended workforce brings to Ericsson's field service operations is a critical element in how they are able to manage their workflow and meet customer expectations.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Gordon in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
Data usage note: By accessing the documentary 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, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Apr 16, 2021 • Features • HVAC • Blended Workforce • Managing the Mobile Workforce • Chris Jessop • Ideal Boilers
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, developed in partnership with ServicePower, Kris Oldland, Editor in Chief spoke with Chris Jessop, Customer...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, developed in partnership with ServicePower, Kris Oldland, Editor in Chief spoke with Chris Jessop, Customer Service Director, Ideal Boilers
Here Jessop explains why the most important thing to consider when working with a blended workforce model is agility and flexibility.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Jessop in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
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, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Apr 16, 2021 • Features • Remote Assistance • Salesforce • Managing the Mobile Workforce • Eric Jacobsen
With remote customer assistance, field service organisations can deliver service from anywhere, keeping both workers and customers safe writes Eric Jacobsen, VP Product Management, Salesforce...
With remote customer assistance, field service organisations can deliver service from anywhere, keeping both workers and customers safe writes Eric Jacobsen, VP Product Management, Salesforce...
No matter what’s happening in the world, customers still need service. Internet connections still go down, homes still need refrigerators, and washing machines still require maintenance. Customers still want fast and complete service the first time.
What has changed today is how customers feel about in-person service. Even with safety requirements for the pandemic in place, some customers are hesitant about having technicians on-site. Businesses are also concerned for employee safety and well-being.
Along with best practices, the right technology mitigates today’s safety concerns surrounding in-person service. That’s where visual remote assistance comes in to help customers get the service they need, while prioritising safety and maximising experiences for both customers and employees.
Support customer safety with remote support software
Provide visual customer assistance with remote support software to enable service or support from anywhere, anytime — without physical contact or high bandwidth connections. Remote support empowers contact centre agents and field service technicians to solve a customer’s problem through virtual real-time, guided interaction. It also allows experts to help on-site technicians resolve issues.
With advanced remote support software, an agent or technician sees a customer’s physical environment in real time through their smart device. They can guide customers using augmented reality (AR), which displays on-screen graphical information over the object that needs service. They provide targeted, step-by-step directions with annotations on their mobile screen to resolve many issues. And at the completion of the job, the service organisation has a visual record for future reference.
Depending on the service request, visual remote assistance can be used to solve customer problems on its own or in combination with in-person service as a hybrid approach.
Here are three examples of how remote support software can be used:
- An agent resolves a customer’s issue: My washing machine sprays water all over my laundry room. I speak with a support agent, who determines there is a loose connection. The agent can guide me step-by-step on how to correct it using a visual remote assistant.
- An expert helps an on-site technician solve a problem: A month later, my water heater starts making a funny noise. The agent can’t resolve the issue with remote assistance, so they schedule a visit. The on-site technician also can’t figure it out, so they use a visual remote assistant to get expert help to troubleshoot the issue.
- A customer gets visual remote assistance and in-person support: In the winter, my furnace stops working. Using remote visual assistance, a technician determines two parts need to be replaced. The technician leaves the new parts outside my home and then uses a visual remote assistant to guide me through the repairs.
No matter how it’s done, using a visual remote assistant streamlines service delivery while boosting safety with access to knowledge and expertise in real time. Not having to always send an on-site technician also provides cost savings. Safe, complete, and efficient service leads to happier, loyal customers.
Boost worker safety, give back, and create employment opportunities
Addressing employee concerns about safety is equally important. This creates peace of mind and builds employee loyalty through mobile workforce engagement. In addition to keeping on-site workers safe, using a visual remote assistant also drives sustainability, creates jobs, and supports accessibility.
Stay safely off the road and support sustainability in field service
In some cases, using a visual remote assistant reduces or eliminates on-site service visits. This limits the time mobile field service workers spend on the road where they can encounter hazards. It also helps preserve the environment and infrastructure. For example, fewer trucks rolling means less emissions and wear and tear on roads — contributing to sustainability.
Retain and attract talent through job creation
Field service technicians work in remote locations and are exposed to heavy machinery, electrical equipment, and other hazards. Unfortunately, there are experienced and knowledgeable technicians who leave field service due to physical conditions, health concerns, and travel requirements.
Visual remote assistance enables technicians to provide field service in a setting more comfortable to them — helping retain mobile workers who otherwise may have left. This provides opportunities around accessibility and equality by opening up field service jobs to people who have strong technical skills, but are unable to do the on-site work themselves.
Get started quickly with remote support software
From an implementation standpoint, remote support software is quickly integrated into your existing service console. With a simple button click, agents can easily set up a virtual assistance session with a customer within the service console. Technicians can do this from their smart devices.
In a short time, you’ll provide visual remote assistance in real time from anywhere in the world — even if you’re in a remote location during a blizzard. It is designed to scale down and work even on low variable bandwidth connections, reducing the quality of the video and downgrading it to still frames, if necessary.
For customers, it’s also easy to use. Visual remote assistance can be launched from a mobile web browser and doesn’t require an additional app or software download. Customers simply click a link in a text message to start a remote service session.
Scale service with visual remote assistance
Today’s world has changed the way we conduct business and interact with one another. With remote customer assistance, field service organizations have more flexibility to deliver service from anywhere while keeping both workers and customers safe. See how Salesforce’s Visual Remote Assistant empowers your field service team, no matter what’s happening today, tomorrow, or beyond.
This article first appeared on the Salesforce corporate blog www.salesforce.com/blog/remote-virtual-assistance-service/
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Mobile Workforce Management @ www.fieldservicenews.com/managing-the-mobile-workforce
- Find out more about Salesforce Field Service @ www.salesforce.com/field-service-lightning/
- Connect with Eric Jacobsen on LinkedIn @ www.linkedin.com/in/esjacob/
- Follow Salesforce on Twitter @ twitter.com/salesforce
Apr 14, 2021 • Features • Blended Workforce • electrolux • Steve Zannos • Managing the Mobile Workforce
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector run in partnership with ServicePower, Kris Oldland, Editor in Chief spoke with Steve Zannos Sr. Director, Service...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector run in partnership with ServicePower, Kris Oldland, Editor in Chief spoke with Steve Zannos Sr. Director, Service Delivery, Electrolux.
In this excerpt the two discus what best-in-class modelling should look like for field service companies who wish to take advantage of the benefits that the blended workforce model can deliver.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Zannos in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
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, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Apr 12, 2021 • Features • servicepower • Blended Workforce • Managing the Mobile Workforce • Documentaries
Field Service News in Partnership with ServicePower. have produced an exclusive documentary that explores the role of the blended workforce model in field service operations, the challenges in making it work, the significant benefits it can produce...
Field Service News in Partnership with ServicePower. have produced an exclusive documentary that explores the role of the blended workforce model in field service operations, the challenges in making it work, the significant benefits it can produce and whether the pandemic and the capacity crisis we face as we turn towards recovery will be a further driver for its wider adoption.
In this excerpt from that documentary, we hear from a collection of experts about how they manage day-to-day operations with the blended workforce model across their field service operations.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interviews recorded for the documentary in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
Data usage note: By accessing the documentary 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, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Apr 09, 2021 • Features • servicepower • Blended Workforce • Managing the Mobile Workforce
In the latest of our excerpts from a new and exclusive Field Service News Essential Guide published in partnership with ServicePower we take a look at day-to-day operations for field service organisations that have embraced a blended workforce...
In the latest of our excerpts from a new and exclusive Field Service News Essential Guide published in partnership with ServicePower we take a look at day-to-day operations for field service organisations that have embraced a blended workforce model.
So far in this series, we’ve seen that there are numerous benefits to the blended workforce approach. However, what does the blended workforce look like in day to day operations? How have those companies that have embraced this concept harness the external elements of the blended workforce model?
While there are many benefits to the blended workforce model, as the old adage goes, if it was easy, everybody would be doing it. There is undoubtedly a great deal of complexity involved in the application of multiple third-party elements being introduced into a field workforce.
As Ericsson’s Gordon explains, “When you enter into partnerships with the blended workforce, the complexity is in how you utilize that third party workforce in your workforce management tool.”
“At Ericsson, the flow we use internally is the same across all our external suppliers. We do this by bringing them into our workforce management tool and we can then either dispatch work directly to an engineer in the suppliers’ organization, or we can transfer that ticket to our suppliers service desk for them to dispatch it to their best-placed engineer.
“Where the complexity exists is in ensuring an end-to-end process of work order creation, execution, and closure. The critical element is to maintain one single workflow rather than having three or four different approaches that depend on which supplier we’re using.
“When we tender for a third-party worker, one of the key aspects for us is their tools and processes. We go through this with all suppliers at the onset of the relationship and we also offer them help them and support where needed..”
At Electrolux, multiple factors are considered in terms of dispatching across their blended-workforce. However, the end goal is always to resolve the customer problem as effectively a possible.
“We just look at the whole picture as one skill level,” explains Steve Zannos, Senior Director Service Delivery, Electrolux.
“We have technicians across the country, whether they’re independent technicians or factory service technicians and our general perspective is we have a job to do, there’s a consumer with an appliance that’s not working correctly, and we need to dispatch a technician to resolve that.”
However, Electrolux do not just opt for the closest technician available, they have a sophisticated understanding of how each of their third-party partners is performing. They then leverage this data effectively to identify who can do the job fastest but will also be most likely to delight the customer.
“We make our selections based on a few criteria, including availability and customer service record,” explains Zannos. “We track a lot information, and we do rank, rack and stack are our service providers based on their abilities and their previous history in terms of customer service.”
“We also consider whether the service provider takes two or more visits to make a repair. We look at whether they use multiple parts. Do they do the correct triage and know what part they need or do they take a selection of parts because they’re not sure and so are shot-gunning it a little bit?
“However, while we take all these factors into account, at the end of the day, we always dispatch based on the customer’s needs. Does the customer need a technician ASAP, or do they need someone next Tuesday, because that’s when they are off work and available?
"The biggest element is ensuring it is a seamless delivery of service. You do not want two standards of delivery. It’s got to be the same standards across the board..."
For Ideal Boilers, delivering a seamless customer experience across the blended workforce relies on two key factors, planning and partnership.
“It is all about planning,” explains Chris Jessop, Customer Service Director, Ideal Boilers, “don’t settle for second best with the partners that you’re dealing with, ensure you select the right partners and ensure you build good relationships with them.
“If you do so and you are clear on the model that you’re looking to deliver, you will be successful. If you don’t, then you will fail. The biggest element is ensuring it is a seamless delivery of service. You do not want two standards of delivery. It’s got to be the same standards across the board. Again, that to me is the critical element for us that allows us to be successful.”
Of course, achieving such consistency across a network of third-party partners can be daunting and complex task. As is often the case, the key to solving complex problems is often based around keeping processes simple, communications clear and ideas concise.
This is why, for Adam Gordon, Head of Network Planning and Operations, Ericsson, their approach of clearly defining processes is critical.
“When people hear processes, they often think about red tape,” he explains. However, at Ericsson, we utilize process to create a level of quality that can be repeatable. If you follow the process, you’re going to maintain the quality.
“You can’t write a process if there are hundreds of ways to do something. If there is one primary way to do 95% of the work in a single process that is then repeatable. In general, if you can repeat the process over and over, you will maintain that quality.
“This will give you a much better ability to increase the quality because you have to only improve one process, not fifty.”
The key take aways here are that the blended workforce model is reliant on strong partnerships where both parties put serving the customer at the top of tree in terms of priorities. Consistency across the entire partner network is also critical and while it can be a complex operation, it is achievable through simple and refined processes alongside clear communications.
Want to know more?
Field Service News subscribers can access the Essential Guide to the Blended Workforce instantly by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interviews of those service leaders featured in this guide in our Digital Symposium section of the website which is available @ www.fieldservicenews.com/digital-symposium
Data usage note: By accessing this Essential Guide 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, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Further Reading:
- Read more about managing the mobile workforce @ https://www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
- Read more about the blended workforce @ https://www.fieldservicenews.com/hs-search-results?term=blended+workforce
- Read more about the impact of the pandemic on the field service sector @ https://www.fieldservicenews.com/en-gb/covid-19
- Discover this months selection of available resources on our FSN Standard subscription tier @ https://www.fieldservicenews.com/fsn-standard-resources
- Find out more about the solutions ServicePower offer @ www.servicepower.com/
Apr 07, 2021 • Features • Telecommunications • Blended Workforce • Managing the Mobile Workforce • Ericcson • Adam Gordon
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, produced in partnership with ServicePower Kris Oldland, Editor in Chief spoke with Adam Gordon, Head of Network...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, produced in partnership with ServicePower Kris Oldland, Editor in Chief spoke with Adam Gordon, Head of Network Planning & Optimisation, Ericcson
In this opening excerpt from a series of segments from that interview, Gordon discusses if there is any one over-riding driver for Ericcson when it comes to why they have harnessed the blended workforce model.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Gordon in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
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, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Apr 05, 2021 • Features • HVAC • Blended Workforce • Managing the Mobile Workforce • Chris Jessop • Ideal Boilers
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, developed in partnership with ServicePower, Kris Oldland, Editor in Chief spoke with Chris Jessop, Customer...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, developed in partnership with ServicePower, Kris Oldland, Editor in Chief spoke with Chris Jessop, Customer Service Director, Ideal Boilers
In this first excerpt from the interview, Jessop explains what the key drivers are for Ideal Boilers who have been able gain major benefits from their strategic use of the blended workforce model to supplement their field service operation.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Jessop in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
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, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
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.
Leave a Reply