Salesforce’s Gary Brandeleer offers six key considerations field service companies should be aware of when approaching how to empower their field workers with best-in-class mobile technologies...
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Sep 09, 2020 • Features • Salesforce • Mobie workforce management
Salesforce’s Gary Brandeleer offers six key considerations field service companies should be aware of when approaching how to empower their field workers with best-in-class mobile technologies...
A necessary change in field service is well underway: 71% of service decision makers have made significant investments in mobile technologies and headcount. As customer expectations continue to rise, the new wave of field service workers entering the mobile workforce have their own expectations: that employers equip them with the best tools and technology to do their jobs.
Many jobs and tasks still require in-person service. When mobile workers have the same capabilities (and visibility) as office-based peers, they work more efficiently, increase the rate of first-visit resolutions, and improve the overall customer experience. If you’ve already made the investment in your mobile workforce — or are planning to - make sure you prioritise these six tools to equip field service workers for success.
1. Enable Field Service Workers with a Single View of the Customer
Before the leading 3D printing provider Stratasys implemented a connected field service solution, it was challenging for their field service workers to get background information about the asset or the customer before arriving on site. Now they have full control of customer engagement because of a complete view of the customer and job information from their field service app.
The Stratasys field service experience should be the norm — but it’s not yet. A mobile worker who has to switch back and forth between screens is not operating efficiently, and 49% still toggle screens on the job. This can cause difficulties in finding customer details and all the information needed to complete a job quickly while on site.
Having all customer information easily accessible in one place on a mobile device helps to boost efficiency and improve first-visit resolution.
A mobile worker’s field service app should enable them to deliver the best customer experience. With the right field service app, a mobile worker will have complete insight to know everything before they even walk in the door, allowing them to log real-time updates and collect any needed data like photos, signatures, and more.
2. Give Field Service Workers Complete Access with a Connected Device
Being a mobile worker in field service can be a solitary profession, which is a leading contributor to the high level of churn in the industry. Giving those in the field a connected device allows them to stay in sync with everyone back in the office. A connected device also links to your field service solution via an app or mobile website. This provides mobile workers with a complete set of data and insights they need to perform their jobs from any location, including:
- Customer information
- Work history
- Task lists and recommended next steps
- Schedules
- Real-time alerts from dispatchers
- Knowledge base
3. Allow Easily Synced Offline Access
With offline capabilities, mobile field workers download job details before they set out for the day, eliminating any need to print out (and accidentally lose) important information. That information is fully available in offline mode on their device when they’re in remote locations with the same level of access they would have online.
Mobile workers log updates and sync them once in range of service, keeping dispatchers updated on job status. Stratasys opted for offline capabilities to help their mobile workers access job information — even while serving high-security industries — and the result was better service and growing customer satisfaction.
4. Enable location tracking to keep everyone in the know
When field service is connected, no one is left out of the loop. Dispatchers know where a mobile worker is through location tracking and can alert them in real time of any cancellations or shifts in their schedule.
Additionally, mobile workers are able to notify dispatchers back in the office if there are any delays. Meanwhile, customers are notified with an estimated time of arrival, similar to the real-time updates they may receive about an Uber ride.
5. Provide Visibility Into Maintenance and Inventory
Not all mobile workers can easily tell if a customer is under warranty for a part or service — only 57% say they have that information. Enabling mobile workers to see customers’ warranty information for a part or service helps them view the maintenance information for each asset.
With a complete picture of the asset, mobile workers can better and more accurately serve their customers. When they need a part that’s not on hand, they can instantly ask any field workers nearby if they have a spare and coordinate pickup.
6. Offer Support for Complex Cases
When field service workers are on a job and unsure of how to solve a complex issue, they shouldn’t have to muddle through it alone — they should have a knowledge base of articles or video tutorials through their field service app. Make sure mobile workers have additional support by allowing them to connect with a remote agent via chat, video, or phone.
This helps them to achieve a resolution quickly, without needing a second visit. A chat function is particularly important since the new generation of field workers prefer chat over phone calls.
Further Reading:
- Read more about digital transformation @ www.fieldservicenews.com/blog/tag/servitization-and-advanced-services
- Read more about mobile workforce management @ www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
- Find out more about Salesforce Field Service @ www.salesforce.com/uk/products/service-cloud/field-service-lightning/
- Connect with Gary on LinkedIn @ www.linkedin.com/in/garybrandeleer/
- Follow Salesforce on Twitter @ twitter.com/salesforce
- Read about the recently announced latest iteration of Salesforce Field Service @ www.fieldservicenews.com/blog/salesforce-announce-the-next-generation-of-field-service-ai-powered-tools-for-trusted-mission-critical-field-service
Apr 07, 2020 • AGeing Workforce • Gig Economy • FIeld nation • field service • field service management • ITSM • Mobie workforce management • Field Workforce • Doug Lacy • Pivital
The concluding part of a series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...
The concluding part of a series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...
In this final instalment of this series into the rise of the blended workforce within the global field service sector, we talk to Mynul Khan, CEO of Field Nation, a man who predicted the seismic shift in workforce dynamics and built a platform designed to empower field service organisations to harness the benefits of the growing gig economy and contingent workforce space.
Want to know more? There is a full documentary that dives deeper into this whole topic, which is available as premium content to fieldservicenews.com subscribers...
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Mar 31, 2020 • AGeing Workforce • Gig Economy • FIeld nation • field service • field service management • ITSM • Mobie workforce management • Field Workforce • Doug Lacy • Pivital
Part four of a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...
Part four of a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...
In the fourth instalment in this series looking at how field service organisations are adapting to a series of societal and technological changes that are reshaping the way we build the field workforce of today and tomorrow, we look at why field service organisations must achieve a balance between the retiring baby boomer and incoming millennial generations.
Want to know more? There is a full documentary that dives deeper into this whole topic, which is available as premium content to fieldservicenews.com subscribers...
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Mar 24, 2020 • AGeing Workforce • Gig Economy • FIeld nation • field service • field service management • Mobie workforce management • Field Workforce
In the third in a series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce
In the third in a series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce
In this third instalment of our series exploring what the modern field service workforce looks like, we explore the increasing trend of field service organisations embracing the use of contingent, 3rd party and gig-economy labour
Want to know more? There is a full documentary that dives deeper into this whole topic, which is available as premium content to fieldservicenews.com subscribers...
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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.
Mar 17, 2020 • AGeing Workforce • Gig Economy • FIeld nation • field service • field service management • ITSM • Mobie workforce management • Field Workforce • Doug Lacy • Pivital
Part two of a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...
Part two of a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...
In the second part of this series looking at the rise of the blended workforce Kris Oldland, Editor-in-Chief, Field Service News, talks exclusively to Doug Lacy, CEO, Pivital, whose organisation have embraced the potential of the blended workforce and are flourishing having done so.
Want to know more? There is a full documentary that dives deeper into this whole topic, which is available as premium content to fieldservicenews.com subscribers...
This Premium Content is Sponsored by:
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.
Mar 11, 2020 • AGeing Workforce • Gig Economy • FIeld nation • field service • field service management • Mobie workforce management • Field Workforce
In a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce
In a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce
In this opening episode of this series exploring what the field workforce of the 21st Century will look like, we establish the significant drivers that are changing the very landscape in which field service organisations operate within.
Want to know more? There is a full documentary that dives deeper into this whole topic, which is available as premium content to fieldservicenews.com subscribers...
This Premium Content is Sponsored by:
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.
Dec 27, 2018 • Fleet Technology • News • fleet safety • fleet technology • field service • field service management • fleet management • ABAX • Mobie workforce management
Additional measures must be taken to keep your fleet on the road during the winter months. This recent post from ABAX on their blog details how to do this...
Additional measures must be taken to keep your fleet on the road during the winter months. This recent post from ABAX on their blog details how to do this...
Winter can cause havoc on those who rely on fleet transportation to deliver their goods and services. Poor weather, road closures and festive traffic all mean your drivers could end up delayed or worse, unable to attend a job.
So don’t let winter get the upper hand this season. A GPS vehicle tracking system can help you keep a closer eye on your drivers in real-time, allowing you to react to issues immediately to keep everyone going on the road. Here’s how implementing this tech across your fleet and carrying out a number of safety measures, can ensure they stay safe and the job gets done.
Try to always stay one step ahead
Beating the weather in the winter months is all about preparation and planning. It’s up to you to ensure drivers have enough time to reach their jobs, so they can safely navigate winter roads without worrying about time. Always allow extra time for them to get to their destination when the roads are wet or icy in winter, a 10-15 minute buffer is good in wet weather while 30 minutes may be needed in snow or ice.
When it comes to preparing for the colder months, breakdown cover is essential you should have in place. Ensure your policy covers your fleet and that drivers know where to call in the event of their vehicle becoming unresponsive.
Get support from a GPS tracking system
A GPS tracking system can offer you an extra pair of eyes, monitoring your fleet while out on the road. If you spot drivers are stuck in traffic and another is able to reach their destination, you can reroute to ensure the job still gets done. You can also make changes to protect drivers from more treacherous conditions, redirecting them around closed-off areas or finding alternative routes around roads that are not fit for driving on due to weather conditions.
With a GPS tracking system like ABAX’s, you can see exactly where the traffic has built up. It uses Google Maps to generate a colour coded traffic system that makes you aware of any congestion before your driver reaches the area. This means you can suggest alternative routes and avoid festive queues and hold-ups, keeping your fleet moving at all times during the winter months.
Vehicle maintenance is of great importance
Ensuring vehicles are properly maintained during the winter months is of great importance. This means everything from washer fluid to headlight lamps must be checked before drivers head out on the roads.
The fleet should be in top condition to ensure it can cope with whatever the British weather (and roads) has to throw their way. Here is a list of things your maintenance team and drivers should regularly check:
- Battery - It’s important this is checked, as cold weather can have an effect on how well batteries charge and turn the engine over once started. In-house battery testers will tell you how effective the battery is and whether it is creating enough energy for the car to run efficiently. Do this check at least once a week in winter.
- Screen wash - Snowy and wet conditions cause spray on the roads and when driving on motorways, lorries and other cars kick this up continuously. Screen wash is essential, to clear this dirty water from windscreens and so it’s important it is checked and topped up at least once a week.
- Exterior lights - A dull or dead headlamp is not only illegal but dangerous for those behind the wheel, ensure drivers check the lights every day before heading out in the winter months when the nights draw in sooner.
- Tyres - Tyre pressure is important, not only for the efficiency of the car but also how it handles on the road. You should also check tyre tread, to ensure your vehicles are road worthy. As well as this, it’s worth considering having winter tyres installed on your fleet vehicles if they’re out on the road all day. These specialist tyres can handle icy and wet conditions far better, improving driver safety out on the roads. For areas that see particularly heavy snowfall, consider installing snow chains to add grip and a safer drive.
Maximise driver safety with a winter car kit
As well as these main checks, fleets should also have the following in the boot or under the passenger seat as standard:
- A warning triangle - To make other vehicles aware if your driver has stopped.
- Screen wash - If the spray from the road is particularly bad and this needs topping up while out and about.
- Spare headlight bulbs - These should be changed immediately if it is dark and one has dimmed or blown.
- High vis jacket - To ensure drivers are visible in the case of a breakdown or accident.
- Torch - To enhance driver safety when out of the vehicle at night.
- Car mobile charger - This ensures drivers can always reach the main office in case of an emergency.
- Gloves - Hands are one of the first things to feel the cold, so ensure your drivers are covered if they need to wait outside for whatever reason.
- Traction mats - These ensure if a vehicle gets stuck in snow or mud, the driver has a better chance of easing it out as it offers the tyres extra grip.
- Snow chains for trailers - If your vehicles pull trailers, snow chains can improve grip on snow-covered or icy roads. However, it’s worth noting that they can only be used when there is enough snow or ice to warrant them. You can read more about this here.
Encourage safer driving
Drivers should be reminded that they need to drive in line with the road conditions in the winter months and this means paying close attention to their speed. With your business vehicle tracking tech, you can monitor if drivers are paying heed to these warnings and even implement imposed speed limits on certain roads that you know are hazardous.
It’s also important drivers are reminded to keep a safe distance from cars in front during winter, as wet and icy conditions increase stopping time. Know when to also stop drivers from heading out, in particularly bad conditions it’s safer to cancel jobs and reallocate your now free workforce to support another area of the business, instead of risking their safety.
You should also encourage drivers to make decisions when out on the road that if the weather turns and they don’t feel like they can navigate the roads safely then they should stop until it is clear. This message must come from a managerial position and picked up regularly with drivers during the winter months to ensure the safety of themselves and other road users.
The colder weather doesn’t have to impact your fleet and in turn the efficiency of your business. This winter, keep these tips in mind and utilise your vehicle tracking system to its full potential. Speak to ABAX for more information on how a GPS tracking system can support your business, today.
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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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