In an extremely competitive service landscape, Best-in-Class service firms are turning to schedule, dispatch and mobile solutions to: increase the efficiency of their service organizations, deliver better, faster and more accurate service, and to efficiently contain service-related costs. As such these firms are actively taking steps to map processes related to the lifecycle of incoming service work orders and implement optimization tools to boost performance, as indicated in “a recent report by the Aberdeen Group.
Aberdeen’s survey of over 160 companies identified the need for improved workforce utilization as a key driver for service and manufacturing firms to consider work order and scheduling optimization tools. In an attempt to improve utilization, leading firms were two times as likely as all others to utilize optimized scheduling tools and nearly three times as likely to provide their field technicians with mobile tools to access work order or customer/asset related information.
In improving work order management, leading firms were reducing their reliance on paper, developing flexible criteria and rules for their scheduling solutions, and actively leveraging mobile service solutions to provide field workers with adequate access to work order and customer/asset specific information. The study also found increased customer involvement in the service delivery process through access to self-service scenarios or via customer visibility into technician or vehicle location and status.
As a result leading firms were experiencing:
-- A 9% decrease in mean time to repair over the last year
-- A 17% increase in technician productivity over the last year, compared to an 8% increase for all other firms
-- An 8% improvement in meeting promised service response times over the last year
-- A 71% level of workforce utilization, compared to a 50% performance for all other firms
More information on the service and support industry can be found at www.SupportIndustry.com
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