How Digital Transformation Leads to a More Efficient Workforce
Optimization and modernization are two ways to push your field service business forward to a more efficient workforce. Both these tasks can be done with digital transformation. Digital transformation in its rawest form is “a novel use of digital technology to solve traditional problems.” Some of these common challenges that field service individuals face are data issues, unproductive time, unsatisfactory customer experience, and lack of communication, to name a few. Digital transformation is the movement that’s encompassing many of the new trends amongst field service, such as:
Smaller, more convenient technology
Increase in data
When tools such as the cloud software Service Pro are implemented these are the outcomes your organization can see:
1. Saved Time
When a service organization lacks efficiency, they are lacking the cornerstone of success. By transforming digitally with Service Pro your organization can see improved overall efficiency by saving time. The connected cloud software from field service provider’s mobile apps to the office’s network provides a more productive workflow and therefore saved time. This kind of change gives an edge to your organization as 56% of agents say they toggle between multiple windows to find the information they need for their job. This toggling means wasted time. Digital transformation puts an end to lost time manually filling out work orders and reports on paper. This leaves your team with more time to dedicate to completing the tasks necessary to provide the best service!
2. More Effective Communication
Communication is key for a successful workflow. Before Service Pro, as customer Mike Volan from Controller Matrix HG explains, service providers would have to “call into the office, track appointments on paper, scan the paper and then email it back to the office” in order to track valuable information. Now, after organizations implemented Service Pro, information is processed and shared between the office and field automatically. This form of digital transformation creates an automatic form of communication that cannot be replicated without this cloud software. The power of automation has a strong impact on field service businesses efficiency and success.
3. Accurate Data
Manually recording data allows for human error, mistakes, and inaccurate information. A common case, as seen with Matrix, is that previous ways of recording information resulted in lost data. In fact, “they found it impossible to enter all data on busy days.” With Service Pro, all data remains in the cloud- giving organizations the flexibility of gaining clients and therefore data. Optimization tools such as Service Pro are not only faster but can often find opportunities for improved utilization that are hidden or not obvious to schedulers who perform manual assignments. Features like this can create the circular benefit of optimizing workflow to improve efficiency.
4. Highly Personalized Service
Without digital transformation, managers have described the unoptimized version of field service as a ‘disconnected process’. Customer service is vital to your company’s success with 80% of customers saying the experience a company provides is as important as its products and services. Before, service providers would go into appointments blind with little information on past appointments and equipment history. The digital transformation that comes with programs like Service Pro enables field service workers to have an ‘increased visibility into what’s going on with your field operations’ This gives service a personalized touch and helps appointments move smoothly and efficiently- just what the customer wants!
5. Improved Quality of Workplace
Digital transformation can also be a means to ease the pain in your organization’s workforce’s day. Many businesses may be weary of the impact of implementing relatively newer digital aides into their traditional service business structures. For example, 27% of service agents worry that artificial intelligence will eliminate their jobs, however, 80% of service decision makers believe AI has shown itself to be most effective when deployed with humans. By combining the expertise of your workforce with the efficiency Service Pro brings, your employees can experience less hindrances in their day. This improvement will leave both your employees and customers happy.
As the service industry continues to mobilize, with 84% of decision makers prioritizing expanding mobile services, it’s important to be aware of how digital transformation can impact your organization. After learning about just 5 topics, you can gain knowledge on even more ways your business could improve with a free demo of Service Pro:
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