Field service management systems using inbuilt scheduling software can vastly improve the way a business manages appointment booking and workforce scheduling. For example, social housing providers are finding that the latest service management software can support them to achieve 98 per cent of appointments made at the first point of contact with customers.
Such an achievement can often be attributed to being a direct result of the software solution they implement, as well as how it is embedded within their mobile workforce team and customer contact centers.
As an example:
When a customer contacts the call center they will not actually see the technology at work, but it is there. The first time the customer sees the technology being used might only be when they receive their appointment confirmation by text message, which can be automatically generated from inbuilt workflows. Yet behind this seemingly simple SMS text confirmation, appointments are being made by providing call centers with the right knowledge, the best call center workflow and scheduling processes, as well as the latest tools to improve communication.
So how does scheduling software work?
Scheduling software is capable of automatically arranging appointments according to the best field worker and their skill set, their location and distance from the job, and the type of job being scheduled.
Often the software will contain an inbuilt optimizer designed to optimize each appointment according to the right worker, right time, right place and right kit on board their van. All of this alongside the ability to minimize driving time to the appointment.
The software really comes into its own when it is used by a customer contact team to arrange appointments there and then’ with the customer on the line. It then sends appointments to each worker’s mobile device and, as in the above example, a confirmation is also sent to the customer.
Tangible benefits
Such advanced scheduling functionality can drive efficiencies, including reported savings of up to 30% on fuel as drive time is vastly minimized, together with improvements to first time fix rates and customer satisfaction levels.
When a customer contacts the call center they will not actually see the technology at work, but it is there. The first time the customer sees the technology being used might only be when they receive their appointment confirmation by text message, which can be automatically generated from inbuilt workflows. Yet behind this seemingly simple SMS text confirmation, appointments are being made by providing call centers with the right knowledge, the best call center workflow and scheduling processes, as well as the latest tools to improve communication.
The software will also provide the ability to monitor job and work progress in real time, which will also drive improvements in productivity, ensuring a business can get more jobs done in a day.
So, all in all mobile workforce scheduling software will improve appointment scheduling and deliver tangible benefits in real terms, a sure fire must have for any service management business.
