Demand is growing for schedule optimization and workforce management software. A historically manual task, optimized scheduling and workforce management software have proven to be the best opportunity to meet both corporate KPIs and improve the customer experience.
Heightened focus on customer experience has since changed the focus of field service organizations. Post sales service was once annoyance but now field service organizations recognize the need for smarter, quality service, which is a differentiator and one for which customers are prepared to pay a premium. Even non product-intensive service organizations, such as insurance, in a highly price competitive industry, recognize the importance of the customer experience and the need for work order management software to get them there.
Schedule optimization isn’t about manually deciding who to send, where, when, and with what. Yes, those are factors in the decision-making process, but there’s much more complexity to consider: It also must consider customer availability, service level agreements, parts availability future planned maintenance schedules, sensor data, costs, crew scheduling, dependent activities, and other factors, dynamically, and rapidly.
Maintenance Scheduling software, which automatically considers all of the above, enables the field service business to become more efficient and productive, while also improving customer satisfaction, which increases retention rates and lowers costs.
Maximizing ROI begins before the implementation of workforce management software. It starts in the sales-cycle. Workforce management software solutions can have a fundamental impact on culture and the way people work so key stakeholders should be involved at the beginning and throughout the duration of the process.