One crucial component of the service sector is field service scheduling. A dispatcher’s job is essential to providing top-level customer service. The kind of service that distinguishes you from your rivals. However, field service companies often make common mistakes. And they can negatively affect the efficiency with which they run their business. Which, in the end, results in less revenue and unhappy customers.
These are the top three scheduling errors for field service that you should steer clear of, along with some helpful tools to avoid them.
First mistake: allocating technicians without troubleshooting first
While making sure field technicians are used effectively, dispatchers must also ensure they are giving clients the best schedule possible. Sending technicians out without first attempting a remote troubleshoot is one of the biggest blunders dispatchers make.
Upon receiving a service request, a dispatcher should review the associated asset and service history. The remote engineering team can then try troubleshooting the issue without sending a technician out right away. In this way, customer experience is enhanced and fewer follow-up visits are required.
If it isn’t fixable, they should make a complete check before sending out the technician. Things like revising all necessary parts, personnel, equipment, and so on are available. And of course, confirming the appointment with the client! Fortunately, field service scheduling software like Synchroteam can help dispatchers with these duties.
Second mistake: dependency on manual procedures
Manual scheduling procedures are tedious, time-consuming, and ineffective. Skilled and knowledgeable dispatchers do a fantastic job managing the daily agenda, that’s for sure. But what happens when there are more work orders than technicians? Or when unexpected service requests come in? This might be a headache if you don’t have the right field service scheduling application.
Service firms cannot rely just on dispatcher experience to provide cost-effective service delivery. They need to give their dispatchers the appropriate resources and training.
Dispatchers may respond to incoming service requests and provide customers the best schedule with the help of field service scheduling software. They may also ensure that field technicians are used effectively and meet corporate objectives thanks to it. Dispatchers are ineffective without software since they lack automation and visibility. This may lead to lower daily revenue-generating activity and longer schedule organization times. Not to mention the inability to divert technicians to work closer to home.
Third mistake: inability to offer optimal driving paths
Ensuring that technicians use their time efficiently requires providing them with optimized driving routes. Dispatchers must deal with intricate possibilities, regarding technician eligibility, availability, and skill inventories. All of this, in order to schedule and dispatch the appropriate technician. This contributes to a more effective work order management… and satisfied customers!
On the other hand, the inability to offer optimized driving routes may lead to several difficulties. For instance, not being able to complete the task within the stipulated time frame, and a negative customer experience – especially when technicians arrive late or fail to show up at all.
Field service software helps avoid these mistakes
It is imperative to steer clear of these three typical scheduling errors in field service. Service companies may remain competitive by prioritizing the client experience and investing in digital transformation. Since dispatchers are crucial to the scheduling process, it is critical that they have the resources and training necessary to do their work well. Something with which the right field service scheduling app can be very helpful.
These are the three key points we’ve covered: troubleshooting before deploying technicians, using field service scheduling software, and offering optimal driving routes. If you take care of all three, you’ll make sure technicians are using their time efficiently, and will increase customer happiness. Invest in the appropriate tools, such as Synchroteam, to expedite your process and avoid falling behind your competitors.
Want to start right now? Download our free demo and see what field service scheduling software can do for your company!
Image by Kampus Production
