Workforce management has gotten more advanced these days as workforce management software vendors incorporate new technologies like social, mobile, analytics, cloud, IoT/M2M and wearables.
But care should be taken to avoid the hype.
Ignore distraction but focus on workforce management software that helps achieve the basics that improve customer satisfaction like first-time fix rate, labor time per job, travel time per job, higher levels of efficiency and productivity and reduced costs. Addressing the goals now, and ensuring the workforce management software supports them, provides field service organizations the ability to future proof operations.
To achieve the highest return on investment and meet key performance indicators, each field service organization must drive adoption of the workforce management software with managers, field resources, dispatch and call center personnel. Source: http://www.servicepower.com/
Key tips to driving adoption of your workforce management software:
Involve key stakeholders from the selection process through ongoing, daily utilization of the workforce management software. Buy in and support from the top throughout the organization encourages adoption and proper management of the workforce management software, raising the potential ROI.
Once workforce management software solution is deployed, maintain it and the associated processes. It won’t change and adapt to your changing service environment all by itself.
Offer continual training on the workforce management software to combat knowledge loss. Personnel who don’t know how to use the software won’t use it. They’ll fall back to manual processes and create hidden factories to get their jobs done. That extra effort will impact your ROI.