Workforce management software solutions are a sizable investment. It requires much effort to select, deploy and maintain workforce management software so that key performance indicators and return on investment.
To achieve the highest return on investment and meet key performance indicators, each field service organization must drive adoption of the workforce management software with managers, field resources, dispatch and call center personnel.
Key tips to driving adoption of your workforce management software:
Involve key stakeholders from the selection process through ongoing, daily utilization of the workforce management software. Buy in and support from the top throughout the organization encourages adoption and proper management of the workforce management software, raising the potential ROI.
Once workforce management software solution is deployed, maintain it and the associated processes. It won’t change and adapt to your changing service environment all by itself.
Offer continual training on the workforce management software to combat knowledge loss. Personnel who don’t know how to use the software won’t use it. They’ll fall back to manual processes and create hidden factories to get their jobs done. That extra effort will impact your ROI.
Develop policies that dictate employee interactions and utilization of the software that discourage manually circumventing the software.
Demand is growing for schedule optimization and workforce management software. A historically manual task, optimized scheduling and workforce management software have proven to be the best opportunity to meet both corporate KPIs and improve the customer experience. Heightened focus on customer experience has since changed the focus of field service organizations. Post sales service was once annoyance but now field service organizations recognize the need for smarter, quality service, which is a differentiator and one for which customers are prepared to pay a premium. Even non product-intensive service organizations, such as insurance, in a highly price competitive industry, recognize the importance of the customer experience and the need for workforce management software to get them there.
The need for workforce management software is clear across industries, from the largest, multi-national conglomerate down to the small to medium sized field service business. Only workforce management software can achieve productivity, efficiency, cost reduction and increased customer service levels.
The most innovative workforce management software solutions offer M2M connectivity and failure modelling which enables field service organizations to transform themselves into proactive, customer center operations which improve first-time fix rates, reduce costs and improve customer satisfaction. Workforce management software should address the above scheduling elements right out of the box, with configuration, not development. Learn more about workforce management software open source.