Service companies that operate in the traditional way are becoming an endangered species. Nowadays, the productivity of field technicians is not measured by the number of cases they solve, but by customer satisfaction.
Today, it is no longer enough to have technical knowledge, companies must build lasting relationships with users so that they continue to request their services. In this blog post, we will give you some tips that will help you improve the performance of field technicians and increase their productivity. Let’s begin!
How to coordinate field technicians’ responsibilities?
Today’s technology is rapidly changing the work of agents. Instead of selecting a single person to coordinate the work flow, companies need to implement new tools to increase field technicians’ productivity.
To achieve this goal, organizations must apply a professional and rigorous methodology in all their processes. Including the reception of requests, after-sales service, and the technicians’ assignment.
This methodology must be based on these principles:
1. Planning: Agents should have a schedule that reflects their shifts according to the organization’s work calendar. In this way, they will be able to know their availability and, based on it, plan all their tasks.
2. Assignment: When receiving a ticket, leaders need to identify the type of request so that they can assign it to the correct technician. This process can be done based on the agent’s availability and expertise.
3. Mobilization: Field technicians must have a flexible work model, so they can better adapt to de clients’ needs. This will not only increase the field technicians’ productivity, but will also help them to deal with unforeseen events in an efficient manner. .
4. Analysis: Field services generate a large amount of information. Therefore, agents must have the necessary mechanisms to store and analyze it in depth. Thus, they will be able to identify patterns of behavior in the use of products and even opportunities for improvement.
Tips to improve field technicians’ productivity
Makes appointment management easier
If there’s one thing users hate, it’s having to wait hours on a call to request an appointment with a technician. Nowadays, customers expect to be attended instantly and companies must be able to do so.
Avoid this scenario by implementing different service channels, so users can streamline their tickets. For example, in addition to receiving requests by phone, you can create a WhatsApp channel. That way, your customers will be able to talk directly with a technician and schedule a visit.
Document the status of requests in real-time
A service company that operates without documenting field technicians’ job is like driving a car with a blind eye. It will not be able to identify obstacles and will waste time dealing with the same recurring fault.
To improve your field technicians’ productivity, your company must have good internal communication. Likewise, it is vital to document all services and activities performed in the department.
Make sure to implement this strategy using a platform that allows easy sharing of information. Remember that offering a transparent service to your customers should be the foundation of your company.
Improve your field technicians’ productivity with a management system
Your company’s most important asset are your employees, especially those who work directly with customers. Therefore, you must equip them with the right information and technology so they can perform properly.
Most organizations know the importance of having a system to manage field technicians performance However, not all of them understand the importance of having good communication and collaboration in real-time.
With a good platform to manage user requests, you can increase your field technicians’ productivity and optimize their routes. This will have a great impact on your company’s performance.
By making this change, companies will also see a significant improvement in their metrics. For example, they will see a reduction in average service time and an increase in the rate of repeat service requests.
Listen to your customers
Listening to users’ opinions is one the most productive strategies that companies can implement. Since, customer satisfaction should be the main pillar of agents’ work.
Therefore, it is important to ask customers directly for their feedback to better understand what works well and what needs attention. Keep in mind that negative feedback will also help you improve your field technicians’ productivity, even more than positive feedback.
In addition, you can use this information to make more informed decisions that will boost your company’s growth.
Integrate field technicians’ activities with your company’s systems
While you can use a standalone application to increase the field technicians’ productivity, the real benefits come when multiple systems work connected. By integrating a service management software with your company’s ecosystem, you can automate everyday tasks and streamline agent workflow.
When technicians must check multiple systems to query information, it wastes valuable time and creates a negative employee experience. Tools like Freshdesk allow these professionals to better coordinate their tasks, and keep a log of all their activities.
How can we help you?
At GB Advisors, we can support you with the implementation of this and other technological solutions to increase your field technicians’ productivity. You will also receive advice from our group of experts, who will guide you step by step, so you can make the most of these tools and achieve your goals.
What are you waiting for? Take your field service to the next level. Contact us!
