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For large corporations, field service by technicians, can be one of the biggest contacts you have with many of your consumers. So, if you are getting complaints, technicians are not properly servicing equipment and systems sold to your consumers, and you are either losing consumers, or spending too much on repair work, you must consider revamping your entire system. You must start by creating a field service report, in order to determine what your techs are doing correctly, where most customer complaints are coming from, where the jobs are not being done proeprly, and where profits are being lost. Once a report is generated, you are capable of seeing what has to be changed.
A field service report is the only way to really see what is going wrong with the field services and repairs you are doing as a business, and it's the only way to turn things around and get them right. So, once you have a report, what are some quality metrics you can put into place, to ensure improved field service, and fewer cusotmer complaints?
First, your corporation may want to consider switching over to a computerized system, which offers logistics support, historical data of works performed for clients, and will allow your company to determine what needs to be change in field services work being performed. These computer programs allow your company to forecast what work a client might need based on past service calls, it will reduce complaints as you can see what errors were made in the past, and can change them, it can also help you keep the proper stock, or order stock just in time for when a client needs it. These computerized solutions offer a full reading of the field services which are performed, and how your company is meeting client expectations.
Another great idea to implement is scheduling of techs, and using electronic devices (such as pdas or blackberry devices) for communicating where they have to be, and when they have to be there. If your service techs are able to view their schedules, view the clients they have to meet with, and know where they have to be, and when they have to be there, it will ensure your company that less complaints are going to be made. These devices also allow your techs to easily communicate with management, let them know what parts need to be ordered right away (when they are with a client), and will streamline all business functions.
Computerizing your field services through computer programming and electronic based scheduling allows your company to keep up with the demands of your clients, and will ensure that your techs are getting the jobs done right, and are getting to customers on time.