Don’t Prioritize What's On Your Schedule, Rather Schedule Your Priorities

How scheduling and route optimization will help your business increase productivity


Employee working from home

Field service scheduling and route optimization is a process that enables organizations to optimize their customer service by maximizing efficiency and minimizing cost. The process involves planning the best routes for field service personnel, assigning them to various tasks, and monitoring their performance. The size of the global field service management market is anticipated to increase at a compound annual growth rate (CAGR) of 20.6%, from $3.02 billion in 2021 to $3.64 billion in 2022. The market's expansion is largely attributable to company’s restructuring of their business processes and recovery from the COVID-19 pandemic, which had previously resulted in restrictive containment measures like social isolation, remote work, and the closure of commercial activities that created operational difficulties. At a CAGR of 15.7%, the global market for field service management is projected to reach $6.51 billion in 2026.


Field service scheduling and route planning can be done manually or with the help of technology. It is a process that has been used in various industries for many years now. The goal of this process is to increase productivity, reduce costs, and improve customer satisfaction. It does this by optimizing routes and schedules for field service employees so that they can provide the best possible customer experience while also being efficient with their time. Scheduling can be considered one of the most challenging operational tasks in the industry. Companies must have a good strategy in place that will ensure both productivity and customer satisfaction. My company has recently started using field service management software that increased the field service employee’s productivity by at least 35%. Also, it minimized the hassle of manual scheduling which made my work way better. Here are some of the benefits of automating field service scheduling:


Location Mapping

You must make the most of your field employee's capabilities if you want your field workforce schedules to be effective. Schedules become inaccurate and meaningless when you are unable to see how productive they are. You may check the current task locations of every agent on a team. A popular field service management software, Custella even sets up your tasks for you personally. To provide real-time location routing information, Custella connects with Google Maps and HERE Maps. With just one click, field service agents can get their daily schedules. With a single click, field service employees can access their daily schedules. The system can provide messages to employees about jobs and orders that are closest to their present position according to this feature. Significant time, money, and effort are saved in this way. The map refreshes its ETA automatically if any route modifications occur as a result of traffic or accidents.


Reduces Cost

Minimizing travel time is one of the simplest methods to cut costs and safeguard profits in light of the growing cost of fuel. Additionally, you'll reduce the amount of damage done to your work vehicles and the possibility of accidents. When approving mileage claims, you may monitor the routes taken by agents in real-time and utilize this information to spot inconsistencies. Employees may occasionally deviate from the software-provided route plan. They can choose a quicker path and then ask the corporation for more money than they actually owe. Managers can examine the precise route followed by staff using Custella's real-time features, compare it to the planned route, and determine the appropriate mileage claim value.


Increased Customer Satisfaction

Effective scheduling and optimal routing guarantee that employees are present where they should be at the appropriate times. Field employees have all they need to arrive on time and prepared for client sites rather than being delayed by inadequate scheduling methods or routes that don't account for a wide range of potential events (e.g., schedule changes, construction, weather, etc.). The proper tools assist teams in avoiding miscommunications, scheduling and routing mistakes, and productivity issues that would otherwise result in appointments being missed or canceled. To ensure customer satisfaction and lower turnover, they can give their clients precise arrival time windows that are updated in real-time. Because their technologies and processes better enable predictable service, field workers can maintain the company's commitments to satisfying customer SLAs. Even the customers get a full view of transaction history, product purchases and warranties, and past engagements from a single platform like Custella.


Regardless of the size of your organization, scheduling your field service employees is a difficult job. Spending your time on tiresome back-office activities is not the best use of your time. Utilizing field service management software can free up your time so you can concentrate on more important work.


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Need a field service management application like Custella? If you’re in the ASEAN region (Malaysia, Indonesia, Singapore, Brunei, etc. ) or Australia/Oceania, drop us an email to schedule your demo: ask@custella.com.


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