Field Service Productivity

Thing was when I was a kid things changed for sure but they didn’t change so fast that I couldn’t keep up! I remember the TV repair man visiting periodically, with his faithful toolkit of valves and tape. Technology moved more slowly then.

The reality facing many firms operating technical support services, help-desks and teams of field engineers and looking to improve field service productivity is the exponential development of technology and services and the associated requirements for updating and retaining the knowledge of your field service teams.

It’s all very well recruiting “match-fit technical staff ” but with a bewildering array of new product hitting the shelves every single day, you need to be on your game to keep your team up to speed. Failure to address this will without a doubt impact on your field service productivity.

How do you do that and what’s the consequences of not doing so?  Well it’s pretty obvious that if you don’t have a strategy for keeping pace with the changing technical landscape in your industry you’re going fail spectacularly.

 

Most firms historically rely on OEM training interspersed with on the job coaching and development provided by in-house subject matter experts to develop and improve field service productivity.   But the reality is that few firms can afford the time out of the working week to train the workforce.

It’s a case of being caught between a rock and hard place.  If you don’t invest in training and coaching towards field service productivity the tech changes then the workforce becomes obsolete and you lose valuable customers and revenue.  If you invest in the training you lose productivity and profits fall or prices have to rise and customers won’t pay it so you lose again!

What’s needed is a mechanism that enables you to support the technical workforce whilst they are on the job.  A mechanism that doesn’t adversely impact productivity and availability to work.  You need a “virtual coach” that improves field service productivity and helps improve field engineer productivity.

Clever Nelly from Elephants don’t forget is an Artificially Intelligent cloud hosted application that sits on email, a smart phone or any tablet and interacts with your individual employees validating current knowledge and competency levels and filling the gaps.  Best of all Nelly runs less than 2 minutes a day in maintenance mode and less than 10 minutes a day when she is training new stuff and refreshing stuff the tech should already know.

 

We have clients around the world recruiting Nelly as their virtual coach to ensure their workforce keeps pace with the rapid pace of change in their industry and ensures knowledge retention.

Want to learn how Nelly could help your techs keep pace with changing technology, increase field service productivity and keep your business ahead of your competition then why not get one of our herd to organise a remote demo?  Best 30 minutes you will invest this month.

Field Service Productivity – Clever Nelly – Don’t just take our word for it.

“We deployed Nelly to identify these competence gaps and to ensure that in future what we trained our employees they were guaranteed to learn. We never assumed that we would see such direct and positive impact on some of our key operational metrics as a result”.

Darren Jeffery
Head of Sales & Service, 1st Central