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A fix for the service bug: technology

Our survey of 200 business managers, responsible for mobile workers within UK organisations, revealed that sickness and absence is still the major issue affecting service delivery and the customer experience. Sickness ranked as the most common problem affecting service delivery (39%), followed by traffic congestion (37%) and unavailability of staff (36%).

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With customer service often being a differentiator between competitors and key in retaining customers, it’s time organisations addressed the issues that lead to poor service and delivery.

The role of technology

Whilst you can’t stop illness in your organisation, there are ways to limit the negative impact that it can have on your business. One of those ways is optimising mobile workforce technology.

It can benefit an organisation in discreet areas such as giving directions to a field worker and tracking job completion, through to providing feedback on customer service. In a situation where you have a worker call in sick these capabilities become crucial for managing a workforce to ensure that the absent worker’s jobs are picked up by a colleague.

Not only does mobile workforce technology, like Fieldforce iQ, give an organisation real-time visibility for reactive responding, it also provides opportunities to replay shifts. This can be used to identify inconsistencies and trends within a workforce which in turn can be used to improve employee performance. By tracking against industry KPIs for added context managers are provided with a line of sight which is both broad and narrow; business unit, regions, teams and right down to the individual level.

If a mobile workforce is automated and optimised, the data collected can be used to address and manage the issues that affect service delivery in real-time; employee performance, sickness and availability. Below are a couple of real-life examples that organisations can quickly take advantage of:

žHandheld devices carried by an employee have a number of benefits, one of which is its capability to capture real-time locations in the field, which then automatically populate a customised database. This data can be correlated with job and customer information to identify employees not turning up to scheduled jobs, but can also show completed jobs that were not scheduled. This could suggest that personal jobs are being completed during company time. Having visibility of this in real-time means that discrepancies can be addressed straight away, before they lead to repeat occurrences that will ultimately affect service delivery.

žOrganisations may find that during nice weather or events such as national sports there is a rise in absenteeism. Logging employee vehicle mileage at the start and end of each shift can enable the results to be compared to see if there is a change overnight, or on a day that the employee is off sick. In the case of sporting events, the Olympics provided a great example of how organisations can prepare for disruption and put in place procedures to ensure service excellence is maintained.

žFor any job that is being completed, numerous data is being collected and stored from employee whereabouts and job completion times to customer satisfaction. Modelling tools are great at formulating all this data in a sensible way, often in a data visualisation format that is easy to read and can be acted upon. For example if a customer gives good feedback on the service they received the employee can be praised in real-time.

To learn more about how to optimise your organisation’s investment in technology, contact us.

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