In field service management, price can be a secondary consideration for customers. Generally, customers’ chief concern is a field service engineer who arrives on time, carries out the repair or maintenance quickly and cleanly, and leaves behind a perfectly-operating piece of equipment. Throw in an error-free invoice, and a good experience with the contact centre, and you’ve pretty much got the ‘perfect order’.
But field service management professionals know that the perfect order doesn’t happen by accident. Underpinning it is a set of key performance measures, and—almost always—a slick and professional field service software system.
Together, they strive to bring about the excellence in field service management that your customers demand.
But how to get there?
Field service software: partnering with progress
According to experts such as Richard Wilding, professor of supply chain strategy at Cranfield University’s prestigious Cranfield School of Management, the key word is ‘together’.
Field service software systems on their own won’t hack it. Neither will performance measures, no matter how extensive.
Because what’s required is a ‘virtuous circle’, in which a field service software system works in lockstep with a set of performance measures designed to deliver field service management excellence.
A field service software system that doesn’t just report on field service management performance measures, in other words, but actively helps field service businesses to work towards achieving excellence in those measures.
And the measures in question aren’t particularly complex, say experts such as Professor Wilding. Measure and monitor half a dozen or so, and the transformation in performance can be considerable.
Especially, to repeat, when a business’s field service software system isn’t just reporting on those measures, but is designed to actually deliver optimum performance in them.
From a customer perspective, measures such as customer satisfaction, customer retention, ‘first time fix’ rate, invoice accuracy, and complaint-handling fairly are predictably top the list.
Operationally, it’s measures such as engineer productivity, vehicle productivity, inventory accuracy, and spares availability.
Virtuous circle, squared
And the really clever thing about a set of such measures is the extent to which they are mutually self-reinforcing.
Aim to boost engineer and vehicle productivity through a route optimisation tool, for instance, and on-site arrival times become easier to predict and schedule, enhancing customers’ experience.
Improve inventory accuracy and spares availability, and the ‘first time fix’ rate goes up—again enhancing customers’ experience of your business.
And so on, and so on.
Reporting + Delivery = Excellence
Here at Kerridge Commercial Systems, we understand this virtuous circle. Our objective has always been to build field service software systems that combine the reporting of key performance measures with the delivery of key performance measures.
Because reporting is of little use without a means of targeting any required improvements. And without reporting, then delivery runs the risk of being ill-directed, and poorly prioritised.
So if field service management excellence is your passion—just as it’s ours—then do get in touch. We’ll have a lot in common to talk about.