PREVENTING NO ACCESS FIELD SERVICE APPOINTMENTS
Scheduling optimised field appointments means making a calculation against cost parameters, the SLA, and countless background data points. Even with a visit planned for the best outcome, some operators are damaging their social tenant satisfaction scores with '
missed or unproductive appointments'. Whilst initially 'no access' seems to lay with the tenant not opening the door (neither the fault of the dispatch process or the field operative) the report emphasises two fundamental factors that contribute to this metric. These are in fact, a 'no show' from the field operative, and/or 'incorrect skills or equipment' to provide a first-time fix.
Real-time workforce management software mitigates these risks through digitised instruction and continuous optimisation. It begins with a move toward
high quality appointment data. This can be asset details, impact, the nature of the household, even the length of time from fault to the report being made. Continual refinement of the fields may see the questions change, but a 'real' real-time workforce management system will consider as many parameters as possible to determine the true requirement. It can then satisfy optimal skills, parts, vehicle, and time (time to fix within a highly accurate, appropriate window).
To lessen the risk of no access, the choice of cost-optimised appointments is then presented back to the social tenant, either over the phone, or via a portal (login, or email, or SMS). Tenants may schedule and reschedule via
FLS PORTAL at their convenience. It also produces reminders, increasing satisfaction and lowering cost risks at head office—such as unnecessary field operative down time/driving and overstocks of supplies. New, transparent data is available within the business to analyse trends and empower customer service teams to action any slip in tenant ratings.
Read more: Strengthen Field Service Optimisation
with an ecosystem model