All service companies share similar challenges in incorporating timely and accurate information about the workforce into decision-making processes. As the customer experience becomes more and more important to the success of all companies, the quality of service must continually improve – even as the pressure to drive costs out of the service delivery process increases.
Accurate and timely information about employees associated with individual tasks in field service scenarios enables more precise and optimized assignment of those employees. Likewise, more timely and accurate reporting on planned working shifts, information on actual working hours, and details on activities performed during field service operations improves the accuracy and efficiency of auditing labor while at the same time increasing the speed of payroll.
Any service company that leverages more than a single working shift for its entire field service workforce faces the difficult challenge of optimizing the allocation of personnel to shifts. While this “plan” remains dynamic due to vacations, sickness, and other needs, there is always work to be managed and completed within each shift. Losing track of either of side of the field service management equation – supply and demand – can cause havoc in any schedule. Moreover the lack of timely and accurate information on either side, shift planning or daily task management, makes every decision tenuous as the decisions may conflict with actual availability.
Self-sufficiency that Puts the Business User in Control
Service leaders have learned that shift planning and task management each have to be done effectively. However, equally important is the ability to integrate the two in real-time. As shifts are updated according to worker availability, sending that information to the people who make decisions about what work is done during each shift ensures that these decisions are practical, and that the daily schedule can be optimized to ensure maximum customer responsiveness and productivity – all with minimal disruption to operational activities.
ClickSoftware uniquely offers service organizations the ability to optimize (automatically or assisted) shift planning, to ensure that the right personnel are working the right shifts based upon forecasted demand, skills, availability, tenure, and other organizational policies. This provides a complete solution for shift planning, enabling best practice workflows for shift swapping, vacation management, and even views of planned working hours and colleagues via Samsung and Apple smart watches.
As an independent shift management solution able to integrate with a broad array of enterprise applications, ClickSoftware is used by companies from a wide range of industries including transportation, social services, and public safety. ClickSoftware takes care of the routine shift planning activities, highlighting the areas requiring attention due to lack of resources, requests for shift changes, and peaking demands. Company policies are enforced through pre-configured workflows, ensuring scalability of the process and, in turn, the organization.
ClickSoftware leverages more than two decades of innovation in field service, innovation, and artificial intelligence to combine optimized shift planning and optimized task scheduling within those shifts to maximize the effectiveness of every service interaction. Going beyond the expectations of industries that are used to working shifts, now these companies can effectively manage the time within those shifts to ensure that right things get done, at the right positions, and time. Likewise, those industries which have much experience in managing the daily schedule, can quickly identify field service professionals who can take overtime shifts, fill-in for other workers, or handle additional time before becoming fatigued. Utilities, capital equipment companies, facilities management, and other industries remove wasted time and iterations typical of operations with disparate shift planning and schedule optimization.
Evolve field service transformation
As companies evolve in their field service transformation, solid integration between the related processes for planning and delivering responsive and effective services is a critical pre-requisite. Ensuring people are in the right shifts, and ensuring that they are doing the right thing within those shifts is not just a “nice to have.” It is a must. And ClickSoftware alone has a solution that enables you to accomplish this integrated process with automatic intelligence and real-time action.