Schedule, dispatch... then?


While I have been talking about the benefits and ways for digitizing tasks in field service organisations, I realised we have mainly focused about the tasks/processes involved in dynamic scheduling and routing optimization. This involves only half of the process, i.e. scheduling and dispatching? But what happens after that? Here is where the real job begins!

On the field. Today, I am trying to focus on the “last-mile” challenges that technicians or to be more generic, field service workers come across.  

In field service, frustration and wasted time on site are equal to angry customers and serious money loss. Your customers see you as a partner and a poor experience can cause major issues for the both of you.  Not only this, but also resulting in very low First Time Fix Rate (FTFR). Say your organisation takes 400 calls a day, an average performing organisation has a FTFR of 63%. This means, 148 service calls are not resolved on the first visits. Considering that these calls are resolved after an additional 1.6 dispatches to resolve this issue (according to a survey by ServiceMax), this adds to an additional costs of $200-$300 due to additional truck rolls and other cost burden mounts. 

When digitizing your work force with high-tech mobile devices and implementing the best solution doesn’t do the job without considering the “last-mile” challenge. Tools like Microsoft D365 field service help to focus on entire workflow from dispatch to closing the service ticket with more than a signature—a complete audit trail. Microsoft Dynamics 365 for Field Service takes care about every small detail / task to make your customer’s and ultimately your experience worthwhile. From reminding the field workers and ticking boxes of all the things to be collected before going on site for the job, to assisting them with every step they need to take to resolve that issue, this solution is itself a one stop solution. With D365 for Field Service, you can make sure that the solution is not only implemented but also put in best practise by the workers. Additionally, it also holds the capability to assist workers with basic suggestions to cross-sell and up-sell while on site based on the scenario. Lastly, the solution is as well totally capable to integrate with various AR and VR to assist the agents on field when they themselves cannot resolve the issue. This, can make a drastic impact on improving the first time fix rate of your company. 

Lastly, it is very important not just to implement and buy these solutions and equip high-tech devices but also that they work well with your worker’s day to day process and that they are totally adaptable. With a user rating of 3.8/5 by Gartner, overcoming all the other solutions, we can clearly see that D365 ticks the box in real life implementations for all the above mentioned features and concerns.