The Ultimate Guide to Optimizing Field Service...

The Ultimate Guide to Optimizing Field Service Management

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The Ultimate Guide to Optimizing Field Service

Management

Field Service Management


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How to Unlock the Efficiencies of Better Connected Field Agents

Connecting Field Service Software to Optimize Service Calls

How Mobile is Transforming Field Service Management

4 Field Service Solutions Changing the Future

3 Ways Real-Time Communication Can Reduce Field Service Costs

Tracking Field Service Level Agreements (SLA’s)

Top 3 Field Service Metrics to Improve Efficiency and Profitability

Increase Customer Satisfaction with Field Service Self-Service Portals

What Does End-to-End Field Service Management Look Like?

Considerations When Buying a Field Service Management System

Conclusion

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Table of Contents


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How to Unlock the Efficiencies of Better Connected Field Agents

Create a World Class Service Organization

Field Service Management (FSM) solutions are no longer optional. They’re vital to the success of any field service operation. Given increased complexity in the marketplace and new best practices, field service operations that don’t deploy effective solutions are out-performed by competitors that do.

Increasingly, best-in-class businesses are adopting such tools. The Aberdeen Group says that “65 percent of incoming service requests require a field visit or dispatch. Nearly 26 percent of these dispatches require secondary or additional follow-up visits, thereby making the effective management of field resources and the overall field service organization extremely vital in the pursuit of service excellence.”

And Gartner research puts the revenue for packaged field service dispatch and workforce management software applications —

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o Unlock the cies of Connected gents


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including maintenance and service revenue — at approximately $1.3 billion annually.

That leaves your field service organization with three choices.

One, maintain the status quo, miss opportunities, and ignore changes in how field service is delivered. Obviously, that would be a bad idea.

Two, opt for a custom solution. For very large enterprises, this might be viable. However, regardless of outcome, the effort will be time-consuming and expensive.

Three, decide on a solution that’s right for the majority of field service operations: FieldOne, from Microsoft – an established FSM answer that not only increases productivity, cuts costs, and improves customer satisfaction, but is also rapidly deployable to impact multiple areas of operations.

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Connecting Field Service Software to Optimize

Service CallsThe Status Quo, and Why to Change It

If your field service functions like most other pre-FSM-solution-enabled operations, you’re likely experiencing a significant level of inefficiencies, visibility issues, and unnecessary pain.

Inefficient scheduling and dispatching result in a high mean time to repair, as field agents arrive at job sites and don’t have the qualifications or inventory to complete the job.

45% of best-in-class field service providers have a process to track real-time updates of parts usage from their service technician’s trunk or van stock.

Aberdeen Group

Read more!

Connect your field staff with real-time access to the informationthey need.

OptimizeService Calls


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Communication breakdowns lead to poor collaboration, missed service calls, and lower first-time fix rates. Agents scramble to find parts; or dispatchers assign unprepared agents. Or agents far from job sites are sent when there are actually nearer agents available.

35% of field service providers agree that lack of collaboration across the enterprise is a top challenge to service growth.

Aberdeen Group

Inadequate infrastructure results in inefficient processes, lost work orders, and inaccurate invoicing, all of which cause reduced cus-tomer satisfaction and missed revenue.

40% of field service providers say that current technology infrastructure is insufficient.

Aberdeen Group

Poor visibility into inventory levels and field agent location creates an inability to meet expectations.

34% of field service providers say they have insufficient capacity in the service workforce to support goals.

Aberdeen Group


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All of these problems negatively affect key performance indicators (KPIs), drive low service-level agreement (SLA) compliance, and lead to increased costs. Your field service organization can do better.

The Ultimate Way to Do Things – the FieldOne Way

When your field service organization switches to FieldOne, you can improve each of these problem areas.

Real-Time

Real-time information about field agents, supervisors, and equip-ment will be visible on custom dashboards, and will include al-ways-available communication tools that put supervisors and field agents in constant contact with each other and with customers.

Customer Benefits

Customers will have access to self-service web portals that let them request and monitor services, and share information with dispatched agents. As the Internet of Things (IoT) comes into play, customers will enjoy the benefits of predictive maintenance, while automatic invoicing makes billing seamless and less prone to error.

Field Agents

Native mobile apps will enhance visibility of customer expec-tations and SLAs, thereby improving agents’ abilities to lower costs, upsell services, and exceed expectations. At the same time, improved efficiencies will increase agents’ capacities, resulting in more service calls in less time without adding staff.

By taking advantage of these capabilities, your field service operation can operate at a higher level and reap commensurate rewards.

But the best reason to implement an end-to-end FSM solution?

Your competitors will soon – if they haven’t already.

ABERDEEN GROUP


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How Mobile is Transforming Field Service Management

Poor technology and missing information handicap field agents’ best efforts, so customer needs go unmet. Fortunately, powerful mobile tools are changing that.

What Mobile Means for Field Service

When you fully leverage mobile technology, a change happens in availability, communication, and access to knowledge.

Regardless of where they are, field agents and supervisors can be more readily available and have access to critical information.

Social Networks

Mobile devices can use internal social networks like Yammer that allow employees to keep connected to the information they need to do their jobs. Plus, employees have the ability to contact col-leagues to solve issues in real-time, thus reducing the number of return service calls.

Read more!

Field service, faster: bring the power of mobile to your field operations.

TransformField Service Management


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Native Apps and Web Portals

40% of best-in-class field service organizations say they need to move to self-service portals.

Aberdeen Group

With native apps and web portals, field agents and customers alike have real-time access to information. Field agents can ac-cess knowledge, view inventory, and log notes without having to leave a service call site. Similarly, customers can place work orders, receive notifications when they’re scheduled, and monitor the re-sulting appointment. They can then be automatically updated on the status and location of agents and be prepared for their arrival.

In the event of a conflict in schedule, customers can log in and reset the appointment to a more convenient time. And the agent can be routed to a new call, and as such, reduce loss of utilization.

Native apps and portals allow for the best service level possible because they bring customers, field agents, supervisors, and au-tomation together through the same channels. Everyone can be visible, adjustments can be made on the fly, and expectations can be set and met with reduced friction arising from poor commu-nication.

Many industry leaders are already using this highly effective ap-proach. According to Aberdeen Group, 72 percent of best-in-class field service organizations have processes in place to track mobile assets; and the industry average is already at 47 percent. Usage will continue to increase, whether you adopt strong mobile poli-cies or not.


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How Real-Time Communication Transforms FSM

When your agents are networked and share information, have access to real-time inventory data, and can sync inventories and service needs to drive efficiency, productivity, and customer sat-isfaction, then you have effective real-time communication.

Imagine that an agent servicing an MRI machine uses her tablet to review a note from the previous agent. She reaches out to the agent, gets a quick response, and then contacts both the customer’s rep-resentative on site and experts in the office. She has what she needs to solve problems on site, the first time, provided the necessary part is available – something the automated process determines for her.

Industry leaders increasingly understand the necessity of inte-grated technology to power this level of service. Aberdeen Group reports that 43 percent of best-in-class field service organizations see an increased need for integrated service parts and inventory management systems, for example.

The Implications

The impact of strong, real-time communications, native apps, and self-service portals, as well as access to a robust, inclusive social network is dramatic. Having them means:

– better service, increased workforce utilization, and gains in productivity;

– increased customer satisfaction at lower costs; – increased service revenues and margins, in addition to the capacity to find new sources of field service revenue; and

– improved scheduling quality and a higher first-time fix rate.All of these come from using mobile devices to connect to the powerful, integrated, end-to-end FSM solution that is FieldOne.


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4 Field Service Solutions Changing the Future

Mobile isn’t the only technology impacting the way field service organizations operate. A host of new technologies

are coming online and the ways they interact with each other are game changers.

Mobile & Computing Everywhere

When your agents use Yammer to connect during service calls, and Skype for video-sharing and real-time feedback, they’re le-veraging information in a way that’s impossible without mobile computing. They’re capturing domain knowledge while reducing the risks inherent in having a single point of data.

When executed properly, networked mobile technology and cus-tomer-friendly self-service web portals can have a considerable, positive effect on almost every KPI. This is because the way mobile computing enables agents and customers to interact with each oth-er, with information, and with other technologies is that significant.

Learn how!


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The Internet of Things (IoT)

To some extent, interacting with other technologies is what IoT is all about. The much talked about technology incorporates smart devices, machine-to-machine communication, and analytical tools to monitor, learn from, and anticipate the performance of critical equipment. In other words, machines can monitor themselves, talk to each other, and make performance predictions. They can even test those predictions and share results so that other networked machines can do their jobs better.

It’s definitely exciting. But what does it mean for field service op-erations? Simply put:

– predictive maintenance instead of scheduled maintenance;

– remote monitoring and repair of equipment; and

– more accurate analytics.

In other words, you benefit from:

– more efficient use of your field agents, including reduction of travel and service times;

– a strong understanding of the profitability of a particular job, service agreement, or customer; and

– visibility of defects, parts usage, and common problems.

And of course, when you have detailed, granular information about the nature of a problem, your first-time fix rate improves accordingly.


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Real-Time Data Analytics

Real-time data analytics are a key driver of IoT’s potential; the extensive data sets IoT offers make these analytics truly powerful. But even without IoT integration, real-time analytics provide in-creased visibility into your organization’s performance by granting deeper insight through metrics like travel time, job profitability, and equipment performance.

End-to-End Integration

Integration is the key to unlocking the potential of these technol-ogies. Integration means that supervisors can see how field agents are doing and that analytical programs have access to all the organization’s data. Integration lets automation leverage those insights and allows operators a clear view of automated decisions. Moreover, executive dashboards provide granular visibility over the entire operation.

From customer relationship management (CRM), to helpdesk, to field dispatched resources, to accounting, and enterprise resource planning (ERP) – end-to-end, seamless integration provides an unprecedented level of clarity that, combined with the other tools, drives new opportunities and new levels of service.


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3 Ways Real-Time Communication Can Reduce

Field Service Costs

Real-time communication has the power to dramatically and immediately reduce costs and drive productivity.

Here’s how.

Improve the First-Time-Fix Rate

Fixing problems on the first call is one of the most effective ways to keep costs down. Real-time communication makes it easier.

– Access to real-time inventory data reduces how frequently an agent doesn’t have the necessary parts on hand to do a job on the first visit.

– Agents connected to internal social networks, knowledge bases, and analytics-driven customer insights can suggest relevant upsells, solve previously invisible problems, and

Learn more!

Communicate in Real-Time3 ways real-time communicationcan reduce Field Service costs.

COSTSCOS


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deliver better customer service.

– Using mobile devices to solve on-the-job problems via social networks and video conferencing magnifies impact.

– The same technology can automate and document service calls. Field agents can use tablets and smart phones to capture signatures and photos, refer to bar codes to track parts and keep inventory updated, or access the knowledge base.

The effect? Improved ability to complete jobs the first time, in less time, and at a lower cost.

Create Efficiencies with Real-Time, Automated Adaptability

Adaptability can create efficiencies that drive down costs. Auto-mated routing provides adaptability in real-time by enabling rout-ing changes to be immediately sent to field agents. That reduces costs caused by canceled work orders and delays resulting from missed opportunities.

With automation integrated into CRM, through help desk to dis-patchers – and even to accounting and ERP – the process of adapt-ing through automation can be managed, controlled, and refined to maximize efficiency.

Improve Customer Communications without Additional Ser-vice Load

Through web portals and mobile apps, customers have real-time access to field service agents, customer service staff, and sales people, and this enables delivery of better customer experiences at reduced costs.


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Automation can also drive costs down. With a well-developed self-service portal and native web app, customers can reach out, set up multi-channel alerts, and receive the notifications they want and need. So there are fewer missed appointments because customers are more in the loop. The improvement in service can result in more engaged, satisfied customers and lowered costs through increased efficiencies.

60% percent of best-in-class field service organizations say they need an integrated Customer Relationship Management (Service Module).

And 46 percent say they need Customer Feedback Management.

Aberdeen Group


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Tracking Field Service Level Agreements (SLA’s)

The benefits of tracking SLAs include lower costs, higher customer satisfaction, and improved field service productivity.

Exceed Customer Expectations

For an organization determined to create superior customer en-gagement, end-to-end integration offers another strong competi-tive advantage by providing increased visibility of SLAs across the organization. Of course, strong integration with mobile means agents have more immediate access to SLA terms on their devices. But there’s more.

IoT

– When IoT is fully implemented in an integrated solution, the intelligent, location-aware technology can alert agents


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– upon their arrival at customer facilities – about the terms of the SLA.

– Predictive analytics enabled by IoT can suggest when additional maintenance is required before a failure occurs, so that maintenance can be performed efficiently and with a minimum of disruption.

Contracts and Warranty Management

– Enhanced visibility and control of customer information to field agents on site can ensure that warranty repairs are properly made, non-warranty repairs are invoiced, and new warranty upsell opportunities are taken advantage of.

51% of best-in-class field service organizations say they need integrated Warranty Management.

Aberdeen Group

CRM

Enterprise-class, CRM-optimized-for-field service organizations using Microsoft Dynamics CRM can facilitate the implementation and adoption of these features. Simultaneously, they can also ensure that customer data generated by field service contacts is spread across the organization to be of optimal use to sales, mar-keting, and customer service.


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Top 3 Field Service Metrics to Improve Efficiency and

Profitability

In terms of hard numbers, many best-in-class field service organizations rely on three key metrics of service.

First-Time Fix Rate (FTF)

The first-time fix rate is one of the strongest measures of efficiency in field service. In a nutshell, FTF tells you how often field agents resolve problems during the initial visit to customer facilities. Keeping this number high is a critical part of running a world-class field service organization.

Mean Time to Service (MTTS)

MTTS is the average amount of time your organization takes be-tween scheduling a call and arriving on site. It measures your ability to have field agents arrive on time, to schedule with narrow


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service windows, and to make multiple calls.

Optimized routing practices can significantly drive MTTS down. For example, a field agent assigned to repair an MRI machine at a large hospital might get lost finding the right room. But an opti-mized solution can direct her to the first elevator on the right, up to the third floor, then to the second door on the left.

With a low MTTS driven by efficient practices, your company can become nimble, set more precise arrival times with your custom-ers, and improve customer satisfaction.

Mean Time to Repair (MTTR)

Related to MTTS, MTTR is the average time required to repair failed equipment. Visibility into inventories in the field, along with the constant availability provided by mobile computing, can impact this metric by enabling your operation to consistently schedule the right resource, for the right job, at the right time.

This means, for example, that you send a qualified agent to repair a failed MRI machine; that the likely parts needed are on hand; and that there’s time to complete the job that same day.

Understanding each of these metrics enables field service organi-zations to keep track of their performance. According to Aberdeen Group, best-in-class organizations actively look for ways to gain a better understanding of performance metrics like these.

60% of best-in-class field service organizations say they need integrated Business Intelligence / Analytics .

Aberdeen Group


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Increase Customer Satisfaction with Field Service Self-Service

Portals

We’ve already mentioned self-service portals as valuable and useful scheduling and notification tools. Let’s dig into what makes them such an important engine for improving

customer engagement and satisfaction.

Customer Portals

In a nutshell, self-service portals take power that normally rests in the hands of your service staff and put it in the hands of your customers. That can immediately lower the workload for customer service.

This starts with functionality. There’s a lot. Customers can:

– create service requests and work orders;

– view the status of work orders;


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– track appointment windows and expected delivery times;

– view details of their own installed base and entitlements; and

– access information including: documentation, knowledge bases, enterprise social resources, and service history.

That means customers get to have more control over how and when services are delivered, which leads to higher satisfaction. That means service organizations get to collect clear, action-able data on customers’ preferences and interests – crucial data necessary for effective, targeted upsell and cross-sell messages.

Field Agent Portals

Portals aren’t just for customers. Field agents can be granted ac-cess to powerful productivity enhancing functionality, including:

– real-time view of inventory and parts;

– immediate, detailed view of work orders; and

– quickly disseminated information about time and material details.

Partner Portals

Empowering partner organizations to use portals will give them the same tools as field agents. This can also create a clear view of partner operations through informative metrics, including on-de-mand visibility into the state of their operations. That internal ac-cess to information on partner activities such as work orders, parts requests, and returns can result in more effective management of partner performance.


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What Does End-to-End Field Service Management Look Like?

When FSM is truly end-to-end, it’s integrated across the enterprise. It’s a complete solution. The list of features of a

well-integrated, end-to-end FSM solution is lengthy and includes:

– scheduling and dispatching tools;

– contracts, asset and warranty management, including SLAs;.

– robust CRM, with powerful customer communications tools;

– mobile-ready design;

– social and collaboration tools, including portals;

– inventory management;


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– excellent information management, including expansive knowledge base capabilities; and

– business intelligence capabilities, including analytics.

The solution should ideally be able to integrate with almost any other tool used in the enterprise. The solution should be compat-ible with Webservices, XML, SQL, .NET, SOAP, and REST so it can connect with current and future tools.

It should also integrate into field service jobs. Field agents need mobile resources that provide access to people and information. Service and operation managers need access to field agents, an-alytics, and operational tools. Executives need access to a combi-nation of high-level and detailed informational dashboards. And IT professionals need to be able to deploy and manage all these capabilities without requiring extensive and expensive customi-zation.

In short, end-to-end FSM solutions can affect and improve most operations of an enterprise. And decision-makers should keep this in mind when choosing one.


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Considerations When Buying a Field Service Management

System

Clearly, the first step in choosing is to ensure the FSM solution is truly end-to-end. But there are other features

that will tell you that the solution provides full value.

Executive vision: Look for a solution with a centralized manage-ment console, powerful analytics, and enhanced visibility into the activities of field staff.

Rapid deployment: Look for a solution with no additional pro-gramming necessary; one that allows modifications and customi-zations to be made simply by configuring the software. Then you can deploy that solution in most environments, with the same software code for the Cloud and on premises.

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Small learning curve: Look for a solution that features drag and drop scheduling, best-in-class workflows, and a dialog engine to shorten an already short learning curve.

Native apps and self-service portals: Look for essential tools for increased customer satisfaction, reduced response time, and field access to real-time inventory data, service manuals, and customer histories.

Conclusion

FieldOne is an end-to-end FSM solution for mid-sized to enterprise level organizations.

We encourage you to call us and schedule a one-on-one assess-ment today. Learn how FieldOne can reduce costs, improve field service delivery, and creates world-class service organizations.

Connect with our FieldOne experts

and ask all the questions you want!

Request demo

Questions on Microsoft Dynamics Business Solutions? Call 1-888-477-7989


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