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Service Excellence

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Service Excellence

Predicting timetables
boosts customer satisfaction

In addressing the issue of forecasting, many service organizations focus on resource planning for long-term service demand, yet often fail to address an issue of higher concern, mainly to customers: The accuracy of ETA and notifications regarding expected delays. In today’s mobile era, service providers can no longer avoid answering the simple question: Where is my technician, and when will he arrive to fix my problem?

Customers nowadays are aware of the fact that service organizations can tackle this challenge by using advanced technologies that provide accurate, detailed predictions regarding tasks and timetables in each workday for each employee.

To achieve this goal, service organizations must implement a solution that collects granular data (link) about every aspect of field service and identifies each activity automatically. Once the data is collected and analyzed with the right technology, each worker’s day is divided into granular activities, displaying start and end times; travel distances – allowing for traffic jams; and resolution time – according to each individual worker and work-order type.

Because the workday is dynamic and changes are frequent, recalculation of multiple variables is required, resulting in continuously-updated forecasts throughout the day. Service excellence is achieved by generating these ongoing forecasts seamlessly, without burdening field employees with additional administrative tasks, thus avoiding a negative impact on productivity.

By gathering each of the components of a workday, no matter how small, and assembling them through a suitable technology, you can effectively produce an accurate forecast of every workday, with the expected time of arrival of each employee at each customer.

Who benefits from accurate workday forecasts

First - customers, who can better adjust their schedule once they are alerted about ETAs and expected delays. They will appreciate that the company respects their time, which enhances customer satisfaction.

Second - field employees, who can plan their workday in advance far more effectively, readily tracking all remaining work orders in their shift and thereby improving performance. Employees who are better informed and know what is expected of them - focus more on service. Recognizing that the organization values their time, employees increase their engagement and loyalty to their workplace.

Third - managers and dispatchers, who gain better control and are able to respond immediately to changes, such as assigning a WO to the employee who is most likely to arrive at a particular destination within the designated time frame, eliminating unexpected delays.