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Emily Mason

Recent Posts

Welcome to Wayne’s world

Posted by Emily Mason on February 24, 2014

Being visible at work motivates all of us to behave positively. You want to get noticed for going the extra mile and to be recognised for the fantastic worker you are. Of course we all like to go home early sometimes, but you understand that you’re paid for your time and work willingly until the end of the day/shift.

With customer expectations at an all-time high and a squeeze on budgets, there is a growing pressure on Service Managers to not only know where their Field Workers are, but also what they are doing… at all times. Plus, find the hidden potential for current and future revenue that arises from poor or inattentive service; and to harness hidden talent in the mobile workforce.

It’s 12.45pm on a Monday. Mr Taylor had been advised that an engineer will be with him this morning. He’s taken the time off work to be there. He is not a happy man and he’s letting your customer service department know about it! Your systems are telling you Wayne finished his previous job a while ago, but he doesn’t appear to have arrived at Mr Taylor’s yet.

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(Un)remarkable service? The choice is yours.

Posted by Emily Mason on January 24, 2014

Unremarkable service results? Unmotivated field workers? It’s not a coincidence.

As we all know, customer service is more important than ever today. In order to get the best from your field workers, you need maximum visibility of what’s happening at the front lines of your business - in real-time. Knowing what happened yesterday is too late.

A year ago, field worker Andy was working from a traditional workforce management system, allocating him a set number of tasks per day, over which he had very little control. His performance was measured solely on the number of jobs he completed per day - the only view his service manager had of his performance. As a result, he was not inclined to hang around any longer than he needed at any particular site - he just wanted to move on to the next job on his list to hit his quota for the day and go home early. This often left the customer feeling undervalued and unappreciated - they felt they were ‘just another job’.

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