field service best
DESCRIPTION
Field Workforce management survey. A survey of 64 companies and how they transformed their field service teams to increase their sales and improve customer and brand loyalty. Mobility in the field enabled customers to utilize smart devices to view the status of work orders, tickets, and rate each work order.TRANSCRIPT
[email protected] 602-492-8940www.Mobile-Logix.com [email protected] 602-492-8940www.Mobile-Logix.com
Mobile Workforce Management
Field Service Game Changer SurveyHow 64 Companies Told Their Story and
Improved Their Bottom Line…
www.Mobile-Logix.com
[email protected] 602-492-8940
[email protected] 602-492-8940www.Mobile-Logix.com
Field Service Game Changers
64 Companies participated in a survey on how they moved the chain with their customer satisfaction.
The Results were an average of 34 % increase in Revenue
42% Reduction in “2nd Time Repairs”
Compiled here is a list of the steps they took and how they got there.
[email protected] 602-492-8940
[email protected] 602-492-8940www.Mobile-Logix.com
Field Service Game Changers
Allowing Customers to schedule their own appointments online reduced back office time and increased sales by 14%
Empower Customers to Schedule their own appointments online and through smart devices
www.Mobile-Logix.com [email protected] 602-492-8940
[email protected] 602-492-8940www.Mobile-Logix.com
Field Service Game Changers
Companies that set up alerts to customers on key metric equipment items increased sales by 13%
Notify Customers before they call with “status” updates on equipment and material health
www.Mobile-Logix.com [email protected] 602-492-8940
[email protected] 602-492-8940www.Mobile-Logix.com
Field Service Game Changers
Customer service cancellations were reduced by 31% when communicating with customers on date/time alerts electronically
Alert Customers of Scheduled Service Times along with Job Information Electronically
www.Mobile-Logix.com [email protected] 602-492-8940
[email protected] 602-492-8940www.Mobile-Logix.com
Field Service Game Changers
The number of cancellations and missed appointments were reduced on average of 16%
Communicate with customers when “en-route” to reduce cancelled appointments
www.Mobile-Logix.com [email protected] 602-492-8940
[email protected] 602-492-8940www.Mobile-Logix.com
Field Service Game Changers
Customer Satisfaction Increased with Customer Portal Transparency
Provide Customers with Personal Service Portals Online and Through Smart Devices
www.Mobile-Logix.com [email protected] 602-492-8940
[email protected] 602-492-8940www.Mobile-Logix.com
How to Gain Customer Wins
• Real Time Progress (Daily)
• Customer Portal
• Map View of Past/Current/Future
• History of Work Performed
• Notified en-Route Activity
• Picture of Field Rep / Foreman
Project Owner
Field Resources
[email protected] 602-492-8940www.Mobile-Logix.com
Gain Field Wins
• Notified when Scheduled
• “10-4” Accept Work, Status Work
• Spec Attachment
• Direct Work Entry into Mobile Device
• Map View of Work Location
• Proof of Service (GPS, Photo, Signature)
• Directory Assist - Employee/Customer
Field Resources
[email protected] 602-492-8940www.Mobile-Logix.com
How to Transform Back Office Field Service
• Resource Availability / Schedule
• Repeatable Work Package Steps / Training
• Real time view of work status
• Map View of Work Location(s), Equipment, Vehicles
• Proof of Location (GPS, Photo, Signature)
• Proof of Time (Planned / Logged / Actual)
• Expedited Invoicing / Change Approvals (field signature)
• Satisfaction Survey
• Historic Costs/Production Central Access (Sales, Support, Training, Customers)
Behind Schedule
Behind Costs
On Track
Project Admin
[email protected] 602-492-8940www.Mobile-Logix.com
Manage Across All Project Types
Capital Projects
Service/Short TermProjects Warranty
Schedule Resource/Cost Load
Schedule Daily/Weekly
Schedule Daily/Weekly/Annual
[email protected] 602-492-8940www.Mobile-Logix.comwww.Mobile-Logix.com
[email protected] 602-492-8940
[email protected] 602-492-8940www.Mobile-Logix.com [email protected] 602-492-8940www.Mobile-Logix.com
Quick Cost Reduction Results…
Revolutionize Field Expectations
• Arrival Verification
• Time of Work (Planned/Actual)
• Elimination of Wait Time 18% (Customer Validate)
• Reduction in Operating Costs 33% / Time on Tools
Increase Sales by 16%. Improve Productivity 34%.
[email protected] 602-492-8940www.Mobile-Logix.com
Project / Job / Phase Code / Activity
Hours Hours
Quantities
Job Level Activity Activity Detail
Equipment
Quantities
Hours
[email protected] 602-492-8940www.Mobile-Logix.com [email protected] 602-492-8940www.Mobile-Logix.com
Owner / Subcontractor Portal
• Project Status
• Plan vs. Progress
• % Complete/Qty Update
• Cash Flow, Earned Value
• Resource Planning
• Exception Alerts
• Expedite Invoicing
Visibility:
How the Project/Work is doing….
[email protected] 602-492-8940www.Mobile-Logix.com [email protected] 602-492-8940www.Mobile-Logix.com
Attach Images and Notes from Field
Insert User Based Reminder Notes for Daily / Weekly
Tasks
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Activity Scheduler
Activity by Expertise
Schedule by Expertise
www.Mobile-Logix.com
[email protected] 602-492-8940www.Mobile-Logix.com [email protected] 602-492-8940www.Mobile-Logix.com
Material / Inventory Reorder Alerts
MaterialInventory
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Vehicle/Equipment Maintenance Management
Vehicle / EquipAssigned to Sub /
Supervisor
Update / AlertVehicle / Equipment
[email protected] 602-492-8940www.Mobile-Logix.com
Field to Control Tower Workflow
Field Select ActivitySelect In ProgressSelect Complete
Time/GPS Reflected in Record
Updates from Field on All Activities Are displayed in
Control Tower Status
www.Mobile-Logix.com
[email protected] 602-492-8940www.Mobile-Logix.com
Safety Certification Reports / Meetings
Sub Contractor Insurance On File
Safety Qualification
Meeting Requirements:Pre Construction Meeting
Site Safety OrientationForeman’s Site Requirement Review
Foreman’s MeetingSafety Review
Daily Safety Walk Around Checklist
www.Mobile-Logix.com
[email protected] 602-492-8940www.Mobile-Logix.com [email protected] 602-492-8940www.Mobile-Logix.com
Key Integration ERP / CRM Points
Leverage existing•Configure All Master Data
– Employee Master– Inventory Master– Vendor Master– Equipment Master– Material Master
Connect master data with Event Monitor for Master Data Updates