Common challenges facing service management companies

As every service manager knows, being responsible for a large and disparate workforce can be a daunting and difficult task. But, once you establish the most common challenges facing service management companies, it’s much easier to identify workable solutions.

So, what challenges are service management companies looking to overcome?

Having to deal with unplanned events

Most service-led businesses have to deal with both proactive and reactive work. But it’s more complicated than that. Everyday occurrences such as employees calling in sick or traffic jams can turn a good day into a bad one very quickly.

However, with resource scheduling software, managing such disruptions becomes much easier. Allowing resources to be shifted in real-time, you’ll be able to balance your work schedule better, so you can deliver the best service possible to all your customers.

Furthermore, if your system has Google Map integration, if there are roadworks to avoid, or delays that could impact your productivity, you’ll have all the information necessary to keep your customers updated.

Too much paperwork

If there’s one thing most employees hate, it is paperwork. And not just because it can be mundane and time-consuming. Paperwork also results in errors and poorly documented records which has a knock-on effect across your operations.

However, with a combination of service management software and mobile worker apps the burden can be hugely reduced, with online tools automating many simple admin tasks and other work moved online.

Monitoring productivity

Without the right tools, it can be tricky to gauge the productivity of your mobile workforce. But in an increasingly competitive marketplace, it’s vital that service managers always know precisely how long workers are spending on each job so that productively can be continuously reviewed and optimised.

Job management software helps to keep everyone up-to-date, with access to the latest job updates in real-time, so you always know what’s happening. This enables you to efficiently manage your service, installation, repair and hire contracts with ease.

What’s more, with cloud-based software and mobile apps, the need for mobile workers to come into the office is reduced (or removed entirely). Everything they need to do their jobs can be accessed remotely and this has huge benefits when it comes to productivity.

Keeping customers happy

If there is one thing we talk a lot about at Service Geeni it’s how to keep customers happy! Not least because modern customers demand a superior level of service, and they expect to be regularly updated. And, for service management companies, customer satisfaction is an ongoing challenge.

But, with poor communication and lack of information a key factor when it comes to straining buyer relationships, just keeping customers in the loop can have a huge impact when it comes to improvements in customer satisfaction and retention. So, investing in tools such as customer portals and job update tools is a must if you want to attract and retain more customers.

Scheduling

Regardless of whether your mobile workers have set hours or work in shift patterns, scheduling continues to cause headaches for many service management companies. But it doesn’t have to be that way. With the right scheduling software, producing the optimum schedule based on job, geographical area, priority and customer is easy.

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