In part two of this series of features run in partnership with Trimble PULSE we are looking at how parts and service offer a lucrative ‘long tail’ of revenue for the heavy equipment industry we turn our attention to increasing capacity and reducing administration for field engineers.

In the first part of this series we explored how your organisation can deliver faster service response times, more accurate service windows and improve first time fix rates by utiliing modern field service management solutions like Trimble PULSE.

f you missed that first article you can get back up to speed here

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#3 Increase Field Team Capacity for Billable Time

How much more would one work order per day for each technician be worth?

In field service, time is money, and turning more of your technicians’ time into revenue depends on how optimally the scheduling and dispatch team can align service technician supply with customer demand.

When a service company has to schedule and dispatch hundreds of technicians each day, schedulers can often become the bottleneck in the process, due to the amount of administrative work required to produce technician schedules manually and react to changes during the day.

With Trimble PULSE, you can increase technician time spent on revenue-generating tasks by optimizing and automating technician scheduling and dispatching functions. The Trimble PULSE scheduling functionality allows hundreds of maintenance and repair work orders to be scheduled automatically, based on planned maintenance commitments within a selected time window.

When a new work order must be added to the schedule, the scheduling optimization functionality incorporates technician location, skill set, and work status, as well as proximity to customer site and asset location, to determine the best assignment of technicians to tasks, while minimizing impact on schedules, customer commitments, and overtime costs.

#4 Reduce Administrative Work Load and Non-Billable Hours

In field service, every hour spent by a technician on administrative work represents non-billable operating cost.

Dispatchers often lack visibility into technician location and status, and technicians often lack visibility to the equipment being serviced. This can cause difficulties in dispatching and routing, and extra time locating the equipment being serviced at a customer site.

In addition to extra time spent traveling between jobs, this can impact service response time and customer satisfaction.

Once a technician arrives on site, keeping the back office up to date regarding the service progress often represents an additional challenge in planning for the next set of assignments. Trimble PULSE easily incorporates telematics data from technician service vehicles and from the equipment being serviced, such as engine hours and location or mileage.

The Trimble PULSE mobile app for technicians maximizes their productivity by connecting them with schedulers automatically throughout the day. Complete work order details are available to the technician while remaining connected to the back-office scheduling and dealer business systems. Technicians can easily update their status in the field, to ensure capture of all billable hours. With real-time visibility to field operations, including technician location and work status, schedulers can make rapid, accurate inter-day scheduling decisions for faster customer response.

In the final feature in this series we will explore how field service companies can reduce the service to cash cycle and improve the service experience through communication. 

Want to know more? There is an eBook on this topic available to fieldservicenews.com subscribers within our premium content library...

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...