A business can succeed or fail depending on the productivity of its people. But they say that a bad workman blames his tools, and you could argue that a bad manager blames their employees. So, what can you do to make your employees work harder?
Wasted time – either on the road or on the job – is a big problem for service companies. But there are some simple steps to help your mobile workforce to become more productive.
Reduce the time spent on admin and paperwork
With demonstrating compliance more important than ever, putting the admin off isn’t an option. But, with the right technology, your engineers can fill in easy to complete electronic forms using any mobile device. Because this is done in real-time, as well as reducing the probability of error, it’s less likely that the burden on paperwork will mount up.
Check your processes regularly
If your systems are not working correctly, your mobile employees won’t be productive. So, there must be ongoing checks to make sure that everything is working as it should. You should also talk to your engineers to find out if they are struggling with your systems and processes and take proactive steps to address any issues.
Save time on the road
With the ability to send jobs directly to your engineers’ mobile devices at the start of their shift, there is no need for them to come into the office. So, look to invest in technology that removes the need for mobile workers to share business-critical information manually. Instead, everything they require should be accessible remotely (with the ability to send updates during the day). Also, look out for technology that uses real-time location data to help reduce the time spent between jobs.
Save time on the job
First-time fix rates are crucial to productivity. But for that, you have to be able to allocate the most suitable engineer to every job. There’s no point dispatching someone if they aren’t able to do the work. So, look at what you need to dispatch the right person, with the right skills, first time, every time.
Your Back Office & Customer Service Staff
It’s not just mobile employees that have the potential to work smarter. Back office and customer service staff can also become more productive with the right tools and support.
If your mobile employees are still filling in paper-forms, someone is going to have to take this data and put it online. However, if you invest in cloud-based technology, you’ll benefit from the streamlining of business process. For example, because everything is available via the cloud, your engineers can fill in automated forms using any mobile device. This information then automatically syncs with your back-office systems, in real-time and removes the duplication.
Save time dealing with customer complaints
The more time you spend dealing with customer complaints, the less productive your business is. So, look at what you can do to reduce the burden. This could include things like:
- Introducing self-service tools (e.g. customer portals, FAQs, support videos etc.)
- Enabling more proactive customer service with more skilled support
- Making sure you provide consistent, joined-up, cross-channel support to remove duplication and frustration
- Improving the service you provide to customers in the first place.
Your IT Teams
IT staff spend a lot of their time firefighting, so finding time to work harder and smarter can be challenging. But there are things you can do to help:
Give your people the tools they need to do their jobs
Your business must provide your IT team with everything they need to do their jobs. And, with more and more people working remotely, this includes tools such as mobile apps, video conferencing and project management software.
Also, what can be automated should be automated to allow your staff to put their energy into revenue-raising, high-impact work rather than tedious admin processes. You should also look at how SaaS systems can be used to suit the needs of your business and support your IT staff.
And, rather than trying to patch different applications together, it will help your IT team if you simplify your vendor management. With this approach, you’ll benefit from complete integration throughout all your processes, and your people will spend less time managing suppliers.
Outsource some of your IT tasks to a cloud provider
A good cloud partner will work with you to come up with a solution that prevents your internal team from becoming overworked and stressed while maximising your IT resource.
For example, by outsourcing IT services to a third-party cloud vendor, they will look after the ongoing maintenance and upgrades for you. And, once free from the hassle of managing and maintaining your service technologies, your in-house IT team will have more time to enable digital transformation.
To see how our software can give your business a competitive advantage, contact us today for an informal chat.