Your customer service staff is your front line that is able to help prospective clients and existing customers to meet their needs while also building sales for your business. As an essential part of your company your CSR’s are often viewed as part of your sales team.
Mon, Nov 05, 2012
Mon, Oct 29, 2012
Sometimes it’s helpful to look back at business basics just to see how your business is doing. When building a business plan, one of the first things you have to do is assess your market and what your business capacity would be currently and in the future.
Fri, Oct 26, 2012
All businesses are looking for ways to cut costs in a difficult economy. When upper management begins reviewing the P&L, the red ink pens come out and notes are made to “cut 10% here” or “make sure to reduce by 5%” there – and the worst note is “why are we even spending money on this?”
Capital equipment is typically one of the most expensive assets for a business. The types of equipment can vary greatly – for some it is printers and copiers. For other businesses capital equipment can include power generators, specialized diagnostic and testing equipment, or other investments that must be tracked and maintained.
Fri, Oct 05, 2012
The struggle for many service businesses to get their operational efficiency to an acceptable level has been a daunting task. While trying to get daily business completed, it is hard to take the time to review the performance and workflow defects that can occur on a regular basis.
For example, your employees may send an email message, then follow up with a phone call before passing a paper work request to be processed. The workers are doing their best to make sure the job gets done, but the redundant efforts that they undertake waste valuable time and money.
Another example is if a dispatcher is constantly calling to check the status of field resources - or the resources are calling in every hour to report their status. In either case, two people are taking time to report the status of one job. This is more redundant work that is eating away at your business profitability.
It is time to get a handle on your operational efficiency. There is no time like the present to devote serious effort into this critical initiative. The good news is, achieving operational efficiency does not have to consume a significant chunk of your time or resources. There are field service automation solutions available that can be implemented in a short amount of time and will not slow your business at all. As a matter of fact, the right field service automation solution will show results from the first day the solution is used.
To boost your operational efficiency here are just a few methods:
Thu, Sep 27, 2012
The field service industry is based around the service work order. Without a work order, there is no business. From the time that the customer contacts the field service business, the work order is the central point to making sure the job is defined, assigned, completed and billed properly.
Fri, Sep 14, 2012
We have all seen those spreadsheets. Across the top columns are all the techs that are supposed to be available at various times of the day. Down the rows are all the jobs that need to be completed and the dates needed. At each intersection of tech and job is the assignment with notes.
Mon, Aug 06, 2012
Everyone is obsessed with this, but none of us seem to have enough. The answer to this riddle is time. In the business world, time can directly affect your profitability. Customer demands are to deliver products or services on time and on schedule. Employees must be productive and efficient in order to keep the business running. And there are always the deadlines and timelines from regulations, forms and licenses that must be kept.
Throughout the entire business supply chain, time has a marked presence. Suppliers and manufacturers must have the raw materials in place in order to make their products. Distributors must keep a steady rotation of stock to keep their operating costs manageable. Retailers and service providers need the goods to sell and trained representatives to provide the goods and services to the public.
Services are no different when it comes to time management - as a matter of fact the pressure is arguably even more prevalent. The service industry has so many more variables to deal with, which makes managing time even more difficult.
Wed, Jul 11, 2012
Service work order software, like any other application software, can seem much more difficult than it really is.
Mon, Jul 09, 2012
Efficiency is defined as the ability to accomplish a task with a minimum amount of time and effort while maintaining quality. In field service operations, efficiency is the primary way to improve profits, reduce costs and increase customer satisfaction.
Measuring efficiency is a little more complicated with field service operations. But once you have the measurement tools in place, getting your business to peak performance is easier than you may think!