Field Service

Achieve significant improvements to your service management operation

Doug Graham of npower hometeam, one of the UK's largest gas central heating companies, quantifies the benefits that can be achieved from an effective Mobile Workforce Management solution: "Tangible reductions in operating overheads have been realised; improving net engineer efficiency by 11% and reducing the cost to manage from 35% to 16% of sales."

Why are a growing number of customer-focused organisations now taking the next step in improving their service level performance, by embracing a proactive approach to service level management? The traditional reactive approach to service level management has too often meant that companies were not aware that they had failed to meet customer expectations - or why - until it was too late. Leaving compliance to the "best efforts" of employees can lead to expensive failures - and in a rapidly commoditising world, competitive differentiation (and customer preference) is increasingly based on quality of service.

An effective Mobile Workforce Management solution can provide significant improvements to any service management operation including:

Significantly reducing job allocation and response times
Ensuring mobile worker legislation requirements is met e.g. ensuring workers complete risk assessment before commencing work
Providing engineers with relevant and timely customer data and stock information
Assuring the safety and security of customer data
Reducing paperwork both onsite and at the office
Achieving competitive advantage, a key "management and control" selling point to prospective customers
Enhancing customer relationships through the availability of accurate information on work status at call centres and ensuring mobile staff always have up-to-the-minute information
Enable same day invoicing through electronic real-time job paperwork completion

Read our success stories in Field Service

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