How Important is Location Information?

Posted by Steve Lawrence

Fri, Jul 27, 2012

How important is location information?A frantic call from a good customer starts a thunderstorm of problems. First, the customer service representative takes down all of the emergency information – it could be a water leak, a power outage, a broken machine or any number of emergencies.

Now what?

Dispatch must scramble to find a resource. Where is everyone? Is anyone available right now? Is the right person for the job able to stop what he’s doing and get to the emergency? How quickly can anyone get there?

Meanwhile, your frantic customer is waiting for an answer.

For the field service industry, location information can become one of your most valuable tools. Without online location information, your dispatcher will need to call around to try and find a resource that can do the job. Each call takes time and also can interrupt other jobs in the process.

Thus the thunderstorm of problems – customer service is anxious, dispatch is a flurry of activity, resources are stopping work to answer calls, management is yelling, and the customer is continuing to wait for an answer. All of this adds up to be very costly and inefficient for your business.

With an automated field service solution, your resources can log in and report their location first thing in the morning using their smart phone, tablet or laptop that is Wi-Fi enabled. Throughout the day the field resources are assigned various jobs based on their location, the job priority, and their skill level. As each job is completed, the field personnel log the status and move on to their next assignment. All of this information is recorded and available for dispatch to review at any time.

Now let’s take a look at that customer emergency when location information is available in a field service automation system:

  1. A frantic call from a good customer is received by the customer service representative (CSR). The CSR knows who the customer is and their location immediately. The work request is sent electronically to dispatch.

  2. The CSR checks with the dispatcher, who can use their system dashboard to quickly locate a nearby resource that can handle the work. The resource is diverted to the job and is en route right away.

  3. The CSR advises the customer that help is on the way.

Location information makes the job of handling emergency situations much easier and much less stressful for everyone involved.

  • The customer gets a prompt answer and is put at ease

  • The CSR can move on to the next call quickly

  • Dispatch is not shut down while trying to locate a resource

  • The field resource is immediately routed to the emergency

  • Management does not even need to get involved

Thanks to mobile technology and better field service automation solutions, location information is much easier to utilize, which will improve your overall process efficiency and improve your customer satisfaction ratings.

Tags: Workforce Management Tips, Field Service Management for Enterprise