Workforce Management for Home Services
Choice within the consumer market is plentiful. Decisions are taken about which product to purchase based on features, functionality, appearance, quality, perception, brand, warranty, and price. But increasingly, service-related aspects are entering the consumers’ decision-making processes, sometimes subconsciously and it raises questions like:
- How long will I have to wait for this to be delivered?
- Will the installations team correctly install the product at the first attempt?
- What’s the likelihood of the product failing? How long will I have to wait for a service engineer to arrive?
| "The entire company senior management, the scheduling staff, sales, the field-service team and the IT staff is behind our field service optimization initiative 100 percent. The combination of ClickSoftware technology and expertise has allowed us to dramatically decrease our service costs while improving the quality of services we deliver to our customers." - Vivint | By agreeing to an appointment window with your customer, their service experience is starting many days before they take delivery of their product. And here lies the problem. Do you offer all day appointment windows, morning or afternoon windows, or more precise four, two, or one hour windows? This applies to service calls too and not just deliveries and installations. And remember, your customers don’t want to be left waiting for too long and nobody wants to be the forgotten customer whose delivery or service call fails to appear!
Customers can be demanding and their demands are not confined to product reliability. Customers want:
- Short and accurate appointment windows
- Products installed and fixed first time
- Competent service engineers who know what they’re doing
- Short lead times so their service is provided quickly
Meeting customer demands while keeping high resource efficiency and staying within budget is critical but striking this balance is not simple. You need to define staffing levels, shift plans, appointment windows, and skill mixes; develop a service policy to control scheduling decisions; and continually monitor and analyze your service delivery to ensure that you are on top of your game. Get this wrong, and the next time your customers make a purchase, they will walk away and head straight to your competitors.
| “We are trying to match the business value proposition of providing exceptional service to our customers for installation and service calls with a technology solution. We feel ClickSoftware is the technology choice to deliver this value to our customers.” - DIRECTV |
With the use of our Service Optimization solutions that are tailored to your precise requirements, your service delivery to your customers is provided in the most efficient possible way providing your customers with an industry-leading service experience. No matter what your product is, optimized scheduling, planning, mobility, and analytics will make your service delivery lead your industry.
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