Increased profitability and quality: the winning combination of efficient service management!
Being in the right place, at the right time, with the right tools - that's the perfect equation for successful operations management!
It's no mean feat, however, since these operations involve precise planning of missions, perfect coordination of teams in the field and control of unforeseen events. What's more, it's all about keeping your customers happy!
But since good service management is a performance driver, and above all a differentiating factor, it's out of the question to take it lightly.
That's why this article reveals the best practices and software to help you become more efficient 💪.
Definition of response management
Service management refers to the process of planning and coordinating a technician's service activities, whether they involve:
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maintenance ;
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repairs ;
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on-site services.
These actions can be carried out on behalf of a company, an organisation or a private individual.
With high-quality service management, you can be sure that your teams are working in the right place, at the right time, with the right resources. However, the smooth running of this often complex process requires the use of digital tools, such as :
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CMMS (Computerised Maintenance Management System) software ;
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FSM (Field Service Management) software.
💡 Worth knowing: there are various types of intervention:
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preventive work, scheduled to avoid any future breakdowns or malfunctions ;
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remedial work, which consists of repairs once a problem has occurred;
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compliance work, to adapt a system to new standards.
The main challenges for response management in 2024
Like other sectors, Field Service Management, and more specifically service management, has not been spared by changes in society and technology.
The challenges are manifold 👉.
Customers looking for satisfaction
In the age of hyperconnection, customers are less inclined to tolerate errors and other delays. At the same time, customer satisfaction has become a key differentiating factor.
As a result, companies need to ensure the excellence of their services, because if they don't, consumers won't hesitate to go and see if the grass is greener with the competitor.
☝️ One of your key levers is responsiveness. Customers expect a rapid, well-coordinated response, especially in the event of a problem. Obviously, the quality of the work itself is also a factor.
Dematerialising processes
Field Service Management is also following in the footsteps of dematerialisation, which is now being integrated into all sectors. And with good reason: the result is real savings in time and productivity, thanks in particular to the use of tools capable of automating numerous tasks.
What's more, dematerialisation is part of a more environmentally-friendly, paperless approach that reflects a commitment to a sustainable economy.
More efficient team management
Another major challenge facing organisations is team coordination.
And this is an arduous task, especially when you have to deal with so many different players, from customers to technicians to managers.
It is therefore important to pay particular attention to :
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planning, taking into account all the organisational factors, as well as customer requirements;
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communication in the field
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resource management, to avoid cost overruns without compromising service quality.
Constant compliance with standards and safety
Lastly, our operations must always comply with strict regulations, particularly in terms of safety. Failure to comply can lead to penalties, disputes and even accidents.
In the event of a problem, you therefore need to have all the information relating to the work carried out, in order to prove that it was carried out in accordance with the standards.
☝️ Of course, prevention is better than cure. So organise regular training sessions for your technicians.
What are the benefits of optimised service management?
Good service management means taking into account the issues mentioned above to improve processes and offer an experience that is as satisfying for the customer as it is profitable for the company.
Ultimately, organisations will reap numerous benefits, generally based on the following two gains: improved productivity and increased turnover.
Improved team productivity
Optimising service management goes hand in hand with the use of dedicated software. And where there's software, there's process automation, to the benefit of team productivity.
What's more, via these technologies' mobile applications, technicians can access all the information they need in just a few clicks:
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service history ;
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manuals ;
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instructions, etc.
All directly from the field. This reduces downtime and idle time!
Increased turnover
Good service management also means lower operating costs. The process goes hand in hand with more accurate planning, which makes for more cost-effective resource management.
But above all, you're working towards the sacrosanct goal of customer satisfaction! For example, high-quality call-out management ensures that your technicians are more responsive in the field: not only do they arrive more quickly, but they also solve the problem more efficiently, without having to travel several times (the famous First Time Fix Rate).
A happy customer is a customer who remains loyal to you... and who makes you more money!
How can you manage interventions effectively? 5 best practices to be aware of
#1 Centralise and analyse your data
In today's business world, everything is data. It is this data that drives companies' actions, including in Field Service Management.
As a result, the first best practice is to centralise all the information relating to interventions within a single piece of software, to better analyse situations and make the right decisions.
💡 Namely: wise managers will set up KPIs (average call-out time, number of call-outs per day, customer satisfaction rate, etc.), fed if possible by data updated in real time, in order to pinpoint areas for improvement.
#2 Improve the planning and monitoring of your call-outs
Between saving time, optimising resources and customer satisfaction, you'll have understood just how important it is to improve the planning aspect, before the technician's round itself.
We recommend that you :
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Establish priorities, based on reliable criteria defined in advance (criticality level, for example);
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analyse the causes of delays (this is where our famous data comes into play 👋 ) so that you can learn from them;
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provide room for manoeuvre in the event of unforeseen circumstances.
💡 What is an effective intervention schedule? Discover the answer in our article Intervention planning, an essential tool for organising your interventions in the field !
#3 Set up preventive maintenance
Another good practice is to schedule regular service calls to check the condition of equipment before a breakdown occurs. This is known as preventive or predictive maintenance.
It has the advantage of reducing the number of emergency interventions that cause chaos in the organisation of teams, but also of reducing repair costs. Interesting, isn't it 😉 ?
#4 Streamline communication with teams in the field
Good collaboration between teams generally plays a big part in the success of companies.
In our case, the challenge lies in dealing with mobile employees.
This means equipping them with devices that enable them to :
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access information about the operation at any time ;
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report any problems encountered in real time
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communicate easily with technical support.
#5 Turn to the right software
In fact, implementing the good practices outlined above goes hand in hand with the use of specific software.
These platforms optimise all processes, especially those of your mobile employees. So when they're out on a call, they can access the data they need directly from their smartphone or tablet, and produce the documents they need live.
At the same time, supervisors benefit from these technologies. For example, managers responsible for drawing up schedules can react more quickly to make adjustments in the event of unforeseen circumstances, and then communicate these to technicians.
Centralising information, analysing performance, working together... the benefits are still numerous!
How do you choose your call centre management software?
The importance of functional coverage
The first thing to look at when choosing a software package? Its functional coverage, which must be perfectly matched to your needs.
Scheduling, real-time monitoring of call-outs... certain functions are essential. However, we sometimes come across specific features linked to the sector of activity, giving rise to the development of platforms that are more "business" oriented.
🛠️ One example is Altagem Gestion Interventions, a solution for managing mobile interventions and worksites for landscapers. Combined with a mobile application, it includes all the tools you need to manage all the tasks of your operatives and administrative staff. You'll be able to plan and coordinate work more efficiently, as well as communicating with customers and managing human resources. All in line with the needs of professionals in the landscaping sector.
Other criteria to consider
To make the right choice, other criteria also need to be considered:
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Integration of the solution with other systems. This will enable you to benefit from the productivity gains mentioned above, including the avoidance of double data entry.
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Price. As with any tool, yours must promise the best possible return on investment.
💰 What about free service management software? Whether it's open source or not, service management software is an interesting alternative... but it quickly comes up against limitations, particularly in terms of functionality and support. -
Customisation and adaptability, which are essential for addressing your specific needs (creating customised workflows, adding specific fields, configuring access rights, etc.).
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Ease of use. It cannot be said often enough, but a platform's lack of intuitiveness compromises its adoption and use by users.
Technical response management software: what's important?
Like any sector, service management is subject to fierce competition. As a result, organisations are obliged to strive for customer satisfaction (a sine qua non for customer loyalty) as well as operational profitability.
And that's no mean feat, because you have to deal with players who have very specific constraints, particularly field staff.
Faced with such challenges, there's only one solution: digitise operations. With the right service management software, you can automate tedious tasks, centralise your data and streamline communication between teams.
The result is greater responsiveness (and even proactivity) on the part of your company... which won't go unnoticed by your beloved customers 😍.
Article translated from French