#field technicians

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by Christopher Esselborn

Field service has come a long way since its traditional ‘break-fix’ model, but customers are still demanding more from their service providers.  It is no longer enough to just send out a technician, clients expect resolution right away. So how can you take advantage of this trend in your operational efforts? Here are 3 tips to improving your first call resolution rates.

1. Use All Your Resources

When business is booming, it can be nearly impossible to get a technician who has the right set of skills to the job site.  Service centers, however, can overcome this dilemma by using an appropriate mobile software solution.

By using a mobile solution like, SvcForce, field technicians are able to troubleshoot problems in real time with experts in their back office or with their peers in the field via video conferencing technology.

This ability to communicate information ‘visually’ greatly expedites resolution by allowing techs to show-not just ‘describe’-the root of the problem, to an expert.  In today’s world, there is no more room for miscommunication or for waiting on an email, results are needed immediately.

2. Calendars Aren’t Just an Asset for Your Back Office

It’s no surprise that calendars are a business-critical aspect of scheduling for dispatchers, in any service organization.  They are used to help the back office track and guide the flow of service workforce resources in relation to demand in order to be as efficient as possible.

Field technicians can reap those same benefits and more when given access to the same information. Improved arrival time on site and route optimization quickly come to mind, but let’s not forget about the time saved avoiding phone bottlenecks and office visits.

Techs that use SvcForce have access to their daily, weekly and monthly schedules.  New jobs enter the system as ‘alerts’ and are automatically queued into the system so you never have to worry about missing another job.

3. Information, Information and More Information

Technicians are now expected to know everything about their client and their machines - even if they have never personally worked with the customer before.  This means equipment history, service level agreements, new regulations and more are imperative for success.

Mobile software provides the proper framework and information to take advantage of the ever changing landscape of competitive field service.

by Christopher Esselborn

Mobility for service organizations is becoming necessity rather than a luxury in today’s quickly evolving mobile workforce environment. The idea of doing more with less is attractive for those companies looking to maximize revenues while also reducing costs, but service manager’s  must keep in mind that mobile adoption is about more than just IT expenditure—there must be a strategy in place.  So how do you plan for mobile success?  We've come up with a few tips to help you jump-start you mobile field service strategy.

1.       Plan on Reducing Your Touch Points

Overlooking something as simple as system integration is easy with all the bells and whistles-like GPS routing & video conferencing-being marketed today, but it could be the biggest mistake you make.  The number of employees that ‘touch’ or interact with a service request influences cost, accuracy, timeliness of service and cash flow.  Service related data that is re-keyed multiple times creates areas of redundancy within an organization and also provides inconsistent results.  By planning ahead and using mobile software that automatically communicates and integrates field details to the back office, there is no need to worry about data reentry or even worse, data reentry mistakes which can dramatically increase operational costs.

 2.       Ensure Access to Mission Critical Information

Just because your remote technicians are able to receive jobs and transmit work details back to the office does not mean they are equipped to compete in today’s market.  Customers expect fast service which often requires more than just a prompt arrival.  In order to wow your clients and improve first time fix rates, you need a system that empowers your field technicians with all your customer information: SLA; Equipment History; Job Notes: Purchase History; Warranties and more.  Not only will your techs be better positioned to give top level customer service, you’ll also notice that your phone lines have less incoming traffic from information seeking techs.

 3.       Keep Your Customers in The Loop

Your field techs are up to date, but what about your customers?  Utilizing cloud based portals-like Ascent’s Online Service Portal-will dramatically improve your mobile strategy by allowing your customers to place and track service jobs in ‘real-time’ without needing to waste their or your valuable time on a phone call.  All information is immediately and automatically transmitted to and from the back office without ever needing to reenter information.  You’ll not only delight your customers, you’ll also be reducing your administration time in the process.