gaps in your field service solution are costing you money
our clients see returns of
6 - 10x their initial investment in less than 12 months
evaluate
transform
+
field service transformation
by:
measurable results
(guaranteed)
what is field service transformation?
Chapman Management Solutions has extensive experience in designing and deploying field service solutions at scale.
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We evaluate your field service model against best practices and work together to design and deploy solutions that:
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increase client loyalty
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improve productivity and efficiency
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lower cost
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increase capacity for growth
We correct the root causes of lost productivity to save you money - and every company has room to improve.
Our clients have experienced returns of 6 - 10 times their investment within 12 months.
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the evaluation follows the critical path of your field service process
01/ Customer Service
How you first engage with your customers makes a world of difference.
We observe and evaluate the many points of contact with your customers and the impact that they have to the field service system.
02/ Scheduling
You start by booking a great day.
We evaluate how process, policy, analysis and technology intersect to maximize planned productivity for your field technicians while satisfying your customer's demands for responsiveness and flexibility.
03/ Routing & Dispatch
05/ Field Execution
The best laid plans will falter with poor execution.
Working in the field with your technicians we observe how they administer your policies and procedures each day. Tremendous value is realized by closing the gap between the documented process and reality.
04/ Communication
A great service experience is a series of promises made, and promises kept.
We test what is said in customer communications and how it was heard by the customer. It takes both to guarantee success.
Who performs which call must shift from art to science.
As your tools and systems come together with policy and procedure, we watch for the telltale signs of lost productivity and service failures. Matching tech skills to job requirements with standard durations must come together with geography and zones.
06/ Administration
After a job well done, let's make sure you get paid.
We staple ourselves to your order, following it right through to administration and finance, ensuring that the field activities hit the right invoice in the right way at the right time.
for each stage of the process, we explore four key areas
POLICY
&
PEOPLE
Have you set the right expectations, trained them effectively, and installed a performance management system to ensure the right behaviours are executed every time?
TECHNOLOGY
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TOOLS
&
Do you utilize modern technology to its full advantage?
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Have you equipped your team with all of the tools needed to perform?
PROCESS
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EXECUTION
&
Have you designed processes that are capable of delivering the expected outcome for your customers? Are they executed at an appropriate cost?
&
MEASURE
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MANAGE
Do you have a set of key measures that govern your business?
Are they well understood and closely managed to drive performance improvement?
our straight-forward approach is proven and effective
evaluate
We observe, document and evaluate the process across each of the four key areas of focus.
recommend
We recommend specific improvements and define the benefits in terms of revenue, cost and customer experience.
install
We work on the front lines, with your team, to install the recommended changes while coaching the management behaviours needed to ensure the changes last.
measure
We design dashboard reporting and work with your team to integrate it into the daily routine.
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We measure progress, refine the solution, and then start again to target the next set of improvements.
here's what some of our clients are saying
"Your assessment of the Terminix Canada field service operation was incredibly thorough and provided a thoughtful balance between analysis and insight.
All together, I expect the impact of this work to be well over seven figures."
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Doug Hart, President
March, 2020
"Chris takes a simple and effective approach that was highly customized to meet our requirements and our timelines. Chris facilitated engaging and productive workshops that created true value and helped us to keep the customer top of mind through all stages of the process."
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Catherine David Nolan, Chief Financial Officer
"If you're looking for a great facilitator to get full value from your organization, I recommend that you speak with Chris."
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Sean O'Brien, President & CEO