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How to Boost Field Management Service Quality Using a Mobile App

05.04.2021

A global pandemic was a severe hit for many field service organizations, as the number of orders decreased due to quarantine restrictions and plummeted demand. This means that the competition became even more challenging, and the value of every customer skyrocketed. The only way to stay in business is to continue providing service excellence and making customers happy, so they return again and again.


However, this is not an easy thing to do thanks to new technologies; some tools allow service companies to boost their service quality. Today we will talk about how you can significantly improve your service’s quality by implementing the Planado field management app. Here are several tasks the tool will help to solve.
Optimize the workday

Field management software allows making your employee’s workday more flexible and efficient. According to our stats, in the US telecom industry, up to 5–10% of appointments are canceled, and 20–30% take longer or finish faster than expected.

 



Suppose your planning lacks flexibility and divides the workday into specific slots that can’t be moved around. Such situations result in situations when the employee has no load for some time, or the customer has to wait for him from the previous appointment that went over the time limit.

Planado field service management platform allows real-time employee and schedule management so that the manager in the office can reroute employees and rebuild their work schedule.
Reduce costs via better control

Sometimes employees may not be motivated enough to perform as many assignments per day as possible. The person may tell that the project took longer than expected, etc. With Planado, advanced time tracking using GPS allows dispatchers to understand that the assignment is already finished even if the corresponding button in the app was not hit.

Also, Planado works on Android and iPhone, so that you do not have to purchase specialized devices to use them only for field management. This will also save your company’s budget.
Improve the FTFR

For the field service, the first-time fix rate (FTFR) is one of the most critical parameters. FTFR refers to several orders that were solved right away. The higher the FTFR is, the more successful the business is. According to Aberdeen Group’s study, 20% of the top-performing companies have a first-time fix rate of 88%. In turn, 30% of companies with unsatisfactory results have an FTFR of only 63%.

But what affect it? First, the quality of service itself. And one of the biggest problems here is the lack of standards for performing different types of work. Employees often try to solve the task in the way they think is better (not that it is proven to work fast and efficiently) or just skip essential steps, which leads to poor results.

Planado app helps to fix these problems by using checklists and photo upload for reporting. The checklists feature prompts an employee to follow the step-by-step guide and mark the completion of every step in the app. Once the work is done, the app can be used to make a picture so that the manager in the office can ensure the high quality of the work done. This ensures consistency, reduces the number of possible mistakes, boosts FTFR and customer loyalty.

Get Planado for iOS or Android and boost your field service management today!

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