Jill Wagner | 07.10.19

It’s Game on with Contractor Management

Picture this. It’s the day of The Big Game—and a cable provider, Results Now, just received a request for service from a customer who can’t wait to experience the action on their high-definition television.

Results Now’s dispatcher schedules a technician who can be at the customer’s home before the start of The Big Game. The customer receives a confirmation of the appointment on their mobile phone and then tracks the technician in route to their home.

The technician arrives to the customer’s home as scheduled, fixes the problem, and then heads out. The customer provides a high score to the technician who provided the service via the post job mobile survey. Thanks to Results Now, the customer can watch The Big Game.

Many Players, One Team

The customer didn’t see anything that happened behind the scenes before, during, or after they contacted Results Now, and they shouldn’t have. They wanted their cable to be fixed in time for The Big Game and Results Now alone made that happen—or so they thought.

The customer didn’t know that Results Now was bombarded with service requests on the day of The Big Game and had to rely on their network of contractors to meet the demand. The technician who came to their home and fixed the problem with their cable was a contractor, not a direct employee of Results Now.  

According to The Service Council, 76% of service providers rely on third parties for the completion of work, and Gartner projects by 2020 over 40% of field service work will be performed by technicians who aren’t employees of the organization. The booming gig economy makes it easier for service providers to source qualified technicians during times of variable demand, special projects, or expansion into new geographic areas—and optimize costs. When managed seamlessly, the use of third-party contractors benefits both the service provider and the end customer.  

The Single Face of Service

What the end customer experienced with Results Now is contractor management powered by field service management (FSM) software. The service provider is presented as the single face of service to the customer for brand and service consistency, while leveraging the service capacity elasticity provided by their contractors.  

So, as far as the end customer needs to be concerned, they’re only dealing with their service provider alone. But the service provider and the contractor are working as a unified team in the background through the FSM solutionand the customer can get their problem fixed more quickly as a result.

Contractor Management at Work

Contractor management software also gives both the service provider and the contractor greater visibility and control over the service the end customer receives. Just to name a few, here are some of the benefits that the service provider sees through contractor management:

  • An easy view of contractor capacity for strategic planning and last-minute decision making
  • Real-time insight into work progress by contractors, including immediate proof of job delivery completion
  • Feedback on contractor performance to make sure that the end customer is receiving great service

The contractor gets control over when the job will be executed within the given boundaries established by the service provider, can engage in real-time communication with the service provider and the customer, and more.

Contractor Management Delivers the End Goal

FSM technology with contractor management functionality helps service providers to deliver the results customers desire and when they want them. Make sure your service company is the MVP—contact Click today.