How do you improve field service management and save money along the way?

Field service management has always been a complex task. One that requires deft balancing of complex logistics, customer expectations, and the high cost of onsite operations. But as customer expectations for faster and more efficient service have continually increased, there are new macro-economic factors adding an additional layer of requirements which cannot be ignored. Environmental impact, sustainability and employee wellbeing are high on the agenda for customers and shareholders

How do you save costs and improve efficiencies while still delivering consistently responsive on-site customer service across your entire footprint?

Keeping track of multiple variables and being able to make agile decision making in response to changes is only possible with complete information and updated data.

A field workforce that arrives on site with everything they need and has direct access back to the enterprise resource planning and administration platforms is more productive.

Real-time insight into the speed that service calls are dealt with or items that routinely bottleneck the callout process provide live insights into areas of optimisation for even more significant improvements.

And the cost savings are significant as one of our clients recently found out.

For QubeGB – one of Britain and Northern Ireland’s foremost providers of engineering and managed services to large telecoms providers like BT and Talk Talk – the rising number of customer requests, complex process in allocating customer slots and costly development of improving their current systems left them seeking a new Field Service Management solution.

QubeGB’s existing solution was a complex hybrid of solutions that:

  • Required many handoffs

  • Relied on multiple XML files for its customer’s customers to make a single booking

  • Only offered limited changes per day, resulting in wasted time

With QubeGB’s largest customer, British Telecom, requiring a solution that allowed customers to book longer service slots, QubeGB required a field workforce planning solution to help it forecast and meet capacity demands and increase BT’s customer satisfaction requirements.

QubeGB turned to Westbrook and Salesforce.

A forecast carried out by QubeGB revealed that by improving scheduling and adding one extra service slot to its field service team’s day, it could realise upwards of £250, 000 in savings every year.

Working with an agile consultancy partner meant that the Westbrook team onboarded quickly and understood QubeGB’s challenges intimately. It also allowed for a more focussed planning and deployment process of the Salesforce solutions that required integration with the JD Edwards ERP solution

Efficiency and productivity = happier workforce and happier customers.

Before Westbrook’s solution integration, QubeGB’s scheduling team had to build buffers into its daily planning to accommodate peak demand – at the beginning, middle and end of the day. Yet still, it created bottlenecks.

After implementing the SalesForce Field Service solution, which is cloud-based and always on, an even distribution of non-essential work has been achieved, while optimised scheduling has led to a more balanced workload on field service teams.

Not only is QubeGB far more efficient, informed and streamlined in the management of its vast field service teams, but the clients it serves and the clients that QubeGB’s field service teams service are more pleased with the turnaround time than ever before.

Better yet, the increased efficiency and productivity using real time data is starting to realise real financial benefits.

See how we can help your company?

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