In a few short months, the coronavirus pandemic has changed our global landscape. Manufacturing shutdowns, stock market fluctuations, travel bans and shelter-in-place orders are forcing organizations to completely rethink the way they operate.
While some factories are temporarily grinding to a halt, others are becoming increasingly busier. For food and beverage manufacturing, medical equipment companies, hospitals and more, avoiding equipment downtime is more critical than ever. Field service organizations will need to meet these demands while facing unique new business challenges.
Cost Pressures will be Higher
Many field service organizations will start feeling the financial crunch. This is why it’s imperative that they start thinking about what remote technologies and offline support tools are available to help them achieve lower service costs. Solutions aimed at reducing truck rolls, time on site, return visits, and incorrect parts orders are a good start.
Now is also an excellent time to revisit your current technology. Are there any features or add-ons offered by your field service management platform that you could be utilizing? What integrations to they offer that could help you lower costs and increase efficiency? Focus on technology that is quick to implement and is easy to use. Your IT team and field service engineers are under enough pressure and don’t need added stress or tech overload right now.
Access to Knowledge is Critical Right Now
Many executives are struggling with the dilemma of how to keep their workers safe while also keeping their customers up and running. A survey from TSIA found that almost 88% of companies are continuing to deploy field service engineers to sites, with 67% implementing significant restrictions like limiting travel and time on site, as well as increasing the use of local 3rd party providers.
Minimizing time on site and return visits are crucial right now. Additionally, the need to keep contact to a minimum means training techniques like job shadowing are not a safe option right now. Because of this, your engineers will need immediate access to technical and parts information. Making sure they can get the answers they need is vital to helping them stay efficient, while also reducing equipment downtime. In addition, it will lessen the impact on your call center and support staff during this time.
If your company is relying more heavily on the use of 3rd party providers due to travel restrictions, it’s vital that you empower them with the tools they need to deliver the same quality of service as your full-time employees. Ensuring that they have mobile access to important break/fix, installation and parts knowledge will be one of the most important arrows they can have in their quiver. This will help improve the 3rd party technician’s efficiency and accuracy, while showing your customer that you can still deliver excellent service in a time of crisis.
Communicate, Communicate, Communicate
This is perhaps the most important thing you should be doing as a company. As we have all seen, information and guidelines are changing by the hour. It’s important not only for your organization to stay informed, but to then keep your employees and customer informed as well.
Field service engineers are remote by nature. During times like these, it’s common for them to feel more insular and out of touch with the company. This is made more difficult by the fact that organizations must limit physical contact between their employees.
Daily virtual contact with your team through video conferencing or phone calls is a great way to help ease anxiety, keep everyone informed, emphasize important information and reinforce the important roles they are all playing in keeping your company functioning.
Perhaps your engineers have been grounded for all but the most essential jobs. They may be struggling to find structure in their new routine and stay focused. Offering virtual training courses, information exchanges or product information sessions will go a long way in helping them feel productive.
It is also important to stay in contact with customers. They are facing anxieties and pressures of their own. Knowing that you are still there to literally keep them up and running will go a long way in strengthening customer loyalty after this pandemic subsides.