Enhancing Speed to Resolution in Modern Field Service

We live in a world of rapidly declining patience.

The fast-moving nature of modern industry means those who employ the talents of a field service provider expect rapid service when things go wrong and a high percentage of first-time fixes. These factors are in such high demand they are becoming key brand differentiators when contracts are put out for tender.

According to research by Verizon Connect, 56% of field service organizations say that meeting these enhanced customer expectations is the biggest challenge they face today.

On top of that, 38% placed scheduling and dispatching inefficiencies in the top spot, while competitive pressure won out for 34%.

It’s easy to see how all three of these concerns are connected to a field service organizations’ ability to increase their speed to resolution and the number of first-time fixes they are able to achieve. Improving in these areas will make brands more competitive, help meet customer expectations, and increase efficiencies.

Scheduling and Dispatch

The core of any field service operation lies in its ability to assign jobs effectively and efficiently to technicians and manage last minute emergencies that come in during the working day.

Technicians need to be assigned a route that will take them from job to job in a manner that minimizes travel time and cuts out inefficiencies. Thankfully, there is a plethora of modern digital technology that uses AI software combined with mapping solutions to automatically schedule jobs in preparation for a new shift.

Then there is the matter of emergency jobs. The nature of field service means that situations will often emerge during the day and will need to be assigned to technicians with an appropriate level of priority and in a manner that causes the least disruption to pre-booked appointments. Multiple factors must be considered, such as whether an emergency failure at one client should be prioritized over scheduled maintenance at another. (Hint: Yes, it should.)

Again, AI scheduling and dispatch software can help here as well. With such technology at your fingertips, algorithms can select the technician best placed to accept the job and make sure they have access to all the information they need to attend and resolve the issue in the minimum time possible, all the while keeping the customer updated and informed as to their progress.

Of course, a solid schedule of regular service and maintenance will help make sure emergencies are kept to the lowest level possible. However, nothing is guaranteed in the world of field service, which means your organization needs to be adequately prepared to address emergencies when they do occur, or risk customers looking elsewhere for a more flexible provider.

First Time Resolution

Few things are more frustrating for a customer than to experience an issue with a vital asset, only to be told by the attending field service engineer that they must come back on another day, return to base to collect the right tools, or wait for a critical spare part to arrive.

Thanks to predictive maintenance technology, sensors embedded in customer assets can transmit information back to base and keep your organization constantly updated as to their status. If an asset or component reports early symptoms of a fault developing, an engineer can be automatically dispatched to address it before it grows into a full-scale shutdown.

This mean the job is quicker and simpler to resolve, and engineers can arrive on site with a full breakdown of exactly what the problem is, what tools they will need to repair it, and any spare parts required, significantly increasing the chances of fixing the fault in a single visit. Automatic inventory software can also make sure your organization’s parts warehouse is kept well stocked and automatically replenished when certain thresholds are reached.

If for any reason the job cannot be fixed on the day it is reported, your office will have the information needed at the earliest possible opportunity and will be able to communicate this to the customer, and not waste their time with an engineer visit that will do nothing to resolve the problem.

Final Thoughts

Increasing speed to resolution requires a combination of making your scheduling and dispatch capabilities more effective and efficient, and increasing the percentage of first time fixes your organization can achieve. Digital technology can assist with both of these challenges, but requires the organizational desire to transform. Convincing the c-suite of this need often is the most significant challenge within the overall goal of increasing speed to resolution.

Speed to resolution is sure to be a hot topic at Field Service Europe 2022, taking place 30 November – 01 December 01 at the Movenpick Hotel, Amsterdam.

Download the agenda today for more information and insights.