Workforce Management for Home ServicesChoice 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?
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!
| “ClickSchedule automates and simplifies the scheduling process so we ensure our field agents are as productive as possible, whether troubleshooting computer problems or delivering home theaters or appliances. ClickSchedule has the capacity to grow with us, playing an indispensable role in our long-term strategy.” – Best Buy | 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.
| "ClickSoftware is of strategic importance to our business, it is viewed at executive level as providing clear competitive advantage in our marketplace and is undoubtedly key to the future success of Direct Energy.” - Direct Energy | 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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