I am expecting a visit from a technician for an upgrade to our internet service Saturday morning (the battle for bandwidth in the age of the Coronavirus continues).
It has been a month long wait for a 4 hour appointment window. This reminds me of service levels from the 80's and 90's, not what consumers should expect in 2020.
I understand that these are "unprecedented times" and I'm willing to give them a break on wait time. However, a month is a long time to wait...
Technology alone is not the answer.
As a field service professional, I understand that predicting demand across a large geography with broad variation in call duration can be difficult. I also know that it's possible. Why does a customer have to bear the burden of long wait times and appointment windows because the company hasn't figured it out yet?
Field service teams have more data and computing power at their fingertips than ever before. But somehow they still fall short of delivering an outstanding experience. That's because it takes more than just technology.
It takes a balanced approach to managing a delicate, integrated system that includes people & policy, process & execution, measures & management, and the technology & tools that you deploy. Like a water balloon, you squeeze too hard on one end and something pops out in another direction.
Your people bear the burden.
A quick review of the Glassdoor employee reviews for the provider I am expecting may offer insight. Former Technicians talk about a metrics-first culture where "getting the job done for the customer" (a laudable goal) relies on the Technician to work part time hours with last minute call-ins and unpredictable scheduling. The Technician bears the burden of a system out of alignment, while the company continues the strive for higher profitability.
It doesn't have to be this way.
There are no silver bullets here. No easy answers. But with hard work and a structured approach, companies can redefine their approach to field service. They can deliver an outstanding experience for customers, without fundamentally eroding employee relationships.
This leads to a loyal and growing customer base, more engaged and committed employees and greater long-term profitability than you can imagine.
We can help.
Click here to read more out more about the Chapman Management Solutions approach to field service transformation.
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