Primary Challenges in Field Service Post-Covid in Field Service Organizations are to be managed well. As a result of the Cove-19 pandemic, organizations are finding it more difficult to adapt to a rapidly changing world.
Around 50 percent of respondents from the field service industry reported that pandemic-related changes significantly affected their 2020 solutions.
Despite these troubles, many field service organizations have faced industry-specific challenges in addition to the usual supply chain disruptions and anti-quid restrictions. The most popular ones are listed below.
Ensure the safety of field workers and employees
As well as offline businesses, new security restrictions are having a significant impact on field service organizations. Ensure the safety and security of their field workers and clients have become the number one priority for most field service providers. Field service jobs were on hold for 33% of these jobs, but 15% were considered normal because of the Pandemic.
An organization that provides on-site services provides masks and gloves to its employees. The initial rates must be raised so the number of service hours and compliance requirements is minimized.
By diagnosing issues remotely and addressing them remotely, remote support systems assist organizations in resolving them. Some organizations have indeed developed unconventional ways of minimizing risk to accommodate their physical requirements for technicians or subject matter experts.
When sending out field service technicians for the first time, field service providers should not send them to more than one location at a time. The use of remote diagnostics, basic guidance, and data can maximize the efficiency of field workers and minimize client visits.
Fieldworkers are in short supply, but a larger number is needed
As a result of pandemics, field service companies experience an increased demand, which is not surprising – with so many people at home, they will most likely have more problems than expected. Not to mention the fact that many organizations must be put into regional operation as soon as possible.
Due to organized needs, illness of field workers, or organizations leaving, 41% of organizations needed to manage fewer employees. As a result of the shortage of field specialists, organizations were expected to increase their efficiency while maintaining their field security.
With today’s field management software, routes can be optimized, service delivery times can be improved, and operations become more transparent. A Field Service dashboard, for example, uses AI/ML to help field workers adjust their schedules based on current workload and location when out in the field.
According to a McKinsey study, field worker productivity can be doubled by using field management software – specialists are completing 8 jobs per day without field management software. This is an excellent reason to rely on technical solutions when it comes to managing the operations of the field service industry.
Maintaining high-quality standards is imperative
While instability is a problem overall, it does not diminish the importance of maintaining quality standards. Even in difficult times, organizations will suffer if they do not provide excellent customer service.
Assuring each process is executed according to plan is a challenge in providing better service. In addition, clients during an emergency can be more enthusiastic and emotional, so there is no room for mistakes.
Data-driven methodologies, like those powered by artificial intelligence and analytics, are increasing in popularity, and organizations are adopting various calculative methods, such as average fix rates and initial fix rates. You can identify ways to improve the quality of the service you provide if you collect all the information in one place.
- A checklist can be a quick and easy way to ensure quality when it comes to more practical solutions. The steps and checklists follow by workers in the field assist your organization in the management of your workers.
- Taking pictures of completed work is another method of ensuring quality besides incorporating them into regular work processes.
- Additionally, getting feedback from clients is always a great way to discover what can be improved.
Field service technicians aren’t the only ones who may face this challenge as we live in a post-Coronavirus era. Companies need to develop protection from vulnerability in a rapidly changing environment.
Among the things that assist organizations in navigating through upset times, high adaptability and versatility, technology access, agile methodologies, and positive cultural traits are more helpful than others. Building a stable and sustainable business can benefit from these components.
The field service sector has been conservative for quite some time, with just half of the organizations effectively utilizing automation. In any case, the Covid emergency has become a critical driver of the process of digital transformation – field service businesses are investing more in technology right now.
As part of our Managed Field Support Services company, we automate schedules by automating field service operations and optimizing operations to ensure that you can work efficiently without compromising on customer service.
Completing the picture
One of the most common techniques used in transformation is digitization and the implementation of new technologies. This has been a long-standing trend before Covid, but the pandemic has become an immense motivator for field service organizations (and entire businesses) that would otherwise be conservative.
Whether a company is successful or not depends on its ability to automate processes as well as innovate software, make data-driven decisions, and provide support for its daily operations.