Outlining the key elements to transforming field service management
Carrying out a successful field service transformation requires both operational change and the weaving of new field service technologies, data and processes together. Organisations need to fundamentally rethink how they operate and what they prioritise in their operations and field service management.
While this can seem daunting this can be relatively painless if the correct approach is taken. Here are the five elements of a successful field service transformation:
1. Data
Proper data management is key for a unified and optimised customer journey. However, many field service companies fail to bring all their information together on a single, accessible platform that serves all stakeholders. In many cases, they adopt a piecemeal approach, scanning paper documents and working through multiple apps, such as Microsoft Power BI and SharePoint.
Under such conditions, customer service reps and technicians cannot track leads or transfer knowledge to where it might be useful. To correct this, companies undergo transformation to centralise all their communications through real-time communication channels managed via a single app or set of integrated apps. This ensures effective field service management.
2. Technology
Technology is another critical aspect of successful field service transformation because it augments the way that businesses use their data. New processes, for instance, can assist with operational activities, such as installation scheduling, equipment preparation and recovery of assets, as well as financial or marketing tasks, such as customer acquisition and payment setup. And there's plenty of well-developed field service software to serve this requirement.
3. Processes
Field service operations can be notoriously difficult to administer. However, firms can leverage technology to transform how they operate. When equipped with the right data and technology, field operatives are able to arrive at their destinations at the right time and always have the correct work orders. Mobile app digital assets also show workers critical information, such as customer details, product requirements and even installation/service instructions. Results include higher first-time fix rates (negating the need for follow-up call-outs), new revenue streams, and more satisfied customers.
4. Operational changes
Digitisation of field service management reduces the administrative burden on employees substantially. It removes many of the little things that would have caused delays in the past and allows for stakeholders in the firm to assign resources according to predetermined priorities. Field service agents themselves can use to get helpful routing information that shows them the shortest possible path between locations, reducing travel time.
5. Onboarding field service transformation
Once you've committed to field service transformation, an organisation must put the time and measures in place to ensure new technologies and processes are used as they're supposed to. Effective training and onboarding is key here and will ensure that you get the results from the changes you make.
Field Service Transformation With Dynamics 365
For those looking to improve their field service operations, Microsft Dynamics 365 Field Service can be a real game-changer.
At its core, Dynamics 365 brings together technology, data, and daily tasks into a single, secure and user-friendly platform, and then introduces new efficiencies in process. It's especially useful for businesses struggling with scattered information because it provides a single place where everything is easily accessible.
And the application doesn't just make jobs easier; it also gives valuable insights that help in making smart decisions. So, for business leaders aiming to modernise and streamline their field service, Dynamics 365 is a top choice. It represents the perfect blend of technology and practicality in today's business world.
Looking to transform your field service operations? Discover more about our packaged field service software deployments:
