We’re diving into our Service is Hard blog series by first addressing the topic of ‘continuous improvement’—and why it presents a challenge for field service management. As mentioned in my previous post, we will be addressing the topics that ended up on the cutting room floor of our “Service is Hard” book, and continue to speak to the challenges our customers are faced with on an ongoing basis, right here on the blog.
ClickSoftware has always maintained a single focus: to empower service providers to optimize the value of every service interaction. By improving both the effectiveness and efficiency of all business roles, continuous improvement shifts the service from reactive to predictive for stronger business value. Many organizations battle this challenge with their current field service management (FSM) solutions and look to others for a more integrated and automated real-time solution that optimizes the technicians’ time, with continuous policy-driven recommendations. We try to help solve their problems.
One of the biggest challenges we encounter with continuous improvement is managing the client in the case of incidents which may result in negative business impact or even downtime. The technology mustn't freeze and the solution needs to be flexible enough to sustain the changes and follow the evolution of continuous improvement. Realizing productivity gains while doing more with less and automation that continually updates allows for the best decisions, particularly in the case of an emergency or high priority challenges for our clients—and of course we want to stay one step ahead of the competition.
Introducing new technology is not like flicking a switch. It needs to be part of a wider change program that pays attention to the technology’s impact on people and its impact on business processes and workflow. Quite often, this is where organizations get stuck; they see the value, and make the decision to change and apply technology, only to become bogged down in a myriad of project challenges and employee resistance issues. These can often be so painful that they stop the technology change from being successful, or delay its return on investment.
As we all know, technology is very rarely kept stable when business requirements are constantly evolving. It becomes absolutely critical for system uptime to be ensured 24x7 as businesses expand. Stabilizing the system isn’t an easy task regardless of the team experience, so the workforce management solution cannot be afraid to constantly re-design, enabling for a stable baseline. These are the key aspects for a healthy and consistent implementation.
Check back next week to see why mobility is critical within FSM and don’t forget to request your own “Service Is Hard” copy today!