How to use visualization for positive change

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The pressures of Field Service modernization, part 2

Visualization in field service

In our last blog, we introduced this series as one to help your organization tackle the challenges associated with modernizing Field Service. This month, we’re breaking down the trend of increased visualization.

Providing transparency for customers and employees, as well as capturing data in a meaningful way.

What does this mean exactly? It means seeing the who, why, what, when and where of your mobile workforce. Who is on what job? Why are they late? When will they get to your customers? Where are they right now? It’s having better information and more of it.

Would better visualization help your organization?

Better visualization has a lot of possible benefits. In modern-day Field Service, there is a need to keep workers as safe as possible. Customers expect precise times and updates for when a technician will arrive at their home. There are always missed opportunities for better scheduling and resource management.

Is visualization an issue for your organization? Let’s review some of what better visualization can impact:

  1. Worker safety
  • Do you know where your mobile workers are – always?
  • Are they safe?
  • If a technician is working alone or didn’t check in after a dangerous job, it’s important to know they’re okay. Not only does this help meet regulatory requirements but it also lets your workers know you care about their safety.
  1. Productivity and scheduling
  • Who is running behind on a job?
  • Who can be rerouted to help with an issue?
  • Seeing this data can help identify who needs coaching or support. Who deserves recognition? Real-time data also allows for optimized scheduling and rescheduling.
  1. Customer satisfaction
  • Which customer should be told their technician is running late?
  • How could real-time updates on job and technician status improve your customer reviews?
  • Customers now expect accurate and effortless Field Service support. The more up-to-date it is, the more impressive it is. Happy customers have also been shown to be more open to onsite up-selling.
  1. Metrics
  • Is there a pattern in missed appointments?
  • Are you meeting your service goals?
  • Having more data means a better view of how your organization is performing in the field. This means seeing areas to improve more easily. What goals would you set for your Field Service team if you knew what was possible?
  1. Emergency management
  • Who is closest to help in an emergency?
  • What technician can be rerouted when available?
  • It’s important to make smart allocation decisions at all times. This goes for a technician who needs in-person assistance on a routine job or when help is needed to deal with a downed powerline.

Could you identify with any of the visualization issues listed above? Are there any other challenges having a better view of your Field Service data could help with?

What it looks like and how to get there

The trend in modern Field Service Management (FSM) is to improve the accuracy of information collected and gather more of it. What does that look like? As an example, let’s consider a multi-functional Field Service solution in Field Service Lightning.

If we break down what’s presented here, it’s a single platform FSM system. Therefore, it keeps all your data in one place. It also means the information is available for anyone who needs it.

  • On a mobile device, the technician can access job information.
  • They are given an ETA and time frame for the job.
  • It’s tracking technicians’ locations, appointment times and showing their performance as well.
  • The grids shown can be used for better resource allocation.

We’ve covered how better visualization can help and what it looks like, but how do you get there? Review the previous section on challenges with your leadership and staff. Are these areas your organization could improve on? Are there other places having more information may help? What specific challenges is your team facing?

Just like improved visualization in modern Field Service, it helps to get all the information you can when finding the right solution. Therefore, we’ll be continuing this series next month by reviewing automation modernization. In the meantime, if you need help navigating your FSM options, please reach out to our team anytime with your questions.

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