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The 12 days of Field Service Management
Blog //09-12-2019

The 12 days of Field Service Management

by Mark Dewell, SVP > Education, Government and Social Housing

Leading up to Christmas we are looking at how field service organisations can prosper when using innovative technology. Here are 12 benefits you can expect to receive if you optimise the management of your mobile workforce and introduce dynamic resource scheduling solutions.

  1. Intelligent resource planning

Planning and scheduling field-based work takes a significant amount of time; getting it wrong can have a negative impact on costs and customer service. Intelligent scheduling software will ensure that every option is considered and the best option is selected every time. Each job is then allocated, so it is performed by the right operative at the right time, regardless of what changes during the emerging day.

  1. Increased customer satisfaction

Technology that allows you to arrange appointments to fit in with your customer’s needs, as well as deliver on your KPIs, is a key step in ensuring your customers are happy with the service they receive. Each appointment can then be confirmed automatically by email or SMS, with reminders being sent before a job is due. Latest mobile workforce management software means operatives can also update the job on their device to say they are en-route to the property.

  1. Real-time tracking

Location services can be used to enable managers and planners to see where each and every operative is currently located and where they have been. This information can be used for audit trails, as well as lone worker safety.

  1. A connected field workforce

Enable your mobile workforce to be connected in real-time with the back-office team. Field workers can then see the work history of the task in hand, diagnose issues more quickly and fix far more effectively, without the need to return to base or call for assistance. It also means the operative can update the job status in real-time from their mobile, ensuring that all work is on track.

  1. Seamless workflow

By removing the need to manage different parts of the process in different systems, you can ensure that every item of work is conducted in the most simple and efficient way possible. Manage the flow of work between central functions and field-based operatives, and co-ordinate cases that have multiple work items that span multiple teams or skills. Automated processes remove the need for manual intervention, reducing the risk of mistakes and ensuring that every part of your field-based service organisation runs like clockwork.

  1. No more paper-based systems

Mobile workforce technology enables the removal of paper – job sheets, order sheets, work sheets, time sheets and every other sheet that slows down the operative. By utilising electronic forms both the quality and accuracy of information collected in the field is dramatically improved. Complement this with the ability to take a photo, collect a signature or scan a bar code and life is made far easier for the operative.

  1. Taking the emerging day in your stride

Innovative scheduling software can ensure that whatever emerges throughout the day, you are always working to the optimum plan. Emergency jobs, no-access and job overruns can all crop up as the day progresses, but you will be able to seamlessly re-plan to create the effective schedule, incorporating any new work.

  1. Booking customer appointments intelligently

The greatest opportunity for an organisation to maximise efficiency is at the point a customer is booking an appointment. It is not just about finding an available slot, but presenting the most cost-efficient option. Customer service advisors who have a view of available appointments, and also intelligence on the most efficient slots to offer, will ensure they meet your organisation’s KPIs, such as the lowest cost or shortest travel time.

  1. Enabling work variations

Not all field-based jobs run to plan. An initial standard job can turn into something more complex, or a job can simply take longer than expected. The efficient way to deal with this is to provide the operative with the time they need to complete the task.

By having technology that provides full and immediate visibility of the day’s work and its progression, planners can sanction job variations and realign work items to ensure changes are accommodated.  They can also make sure these have minimum impact on other jobs scheduled and commitments made to customers.

  1. Increasing the number of jobs per day

Intelligent planning ensures that every job is allocated to the best of the most suitable operatives at the right time, regardless of what changes in circumstances take place during the emerging day. This drives the most optimum use of resource and increases the number of jobs undertaken per day.

  1. Empowering your workforce

Software that empowers your field workers increases efficiency. If it ensures your operatives are informed of the work they are required to complete, but also enables them to instigate tasks in the field that would otherwise have to be passed to central teams, it reduces delays and effort. Your field team can access knowledge bases or technical documentation that is stored in the office or in Cloud-based systems. With a direct link to a centralised appointment system, follow-up appointments can be made in the field with the customer. No need for a follow-up call or for the customer to phone a contact centre.

  1. Continuous improvement

Organisations that provide field-based services look at how productivity can be continually improved, resources can be aligned to demand, and how to deliver the best possible service to customers.

Management information data can provide invaluable business insight into your organisation and deliver real actionable intelligence. Data  presented in user friendly dashboards and reports, enables you to make more informed decisions to deliver continuous improvement – enabling your business to thrive.

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Mark Dewell

Mark Dewell


SVP > Education, Government and Social Housing

Mark brings a track record of success in senior leadership positions in the software sector. Mark is renowned for ensuring customers benefit from connected technology solutions.

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