{"id":1445,"date":"2017-01-11T20:43:00","date_gmt":"2023-09-04T20:43:48","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1445"},"modified":"2023-11-05T10:05:20","modified_gmt":"2023-11-05T10:05:20","slug":"3-field-service-mistakes-you-can-fix-first-time","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/3-field-service-mistakes-you-can-fix-first-time\/","title":{"rendered":"3 Field Service Mistakes You Can Fix, First Time"},"content":{"rendered":"\n<p>When a field service technician sees their phone light up, chances are a customer is waiting on a quick fix. <\/p>\n\n\n\n<p>74.5% of the time, field service technicians are called out to repair a broken product \u2013 not perform maintenance (according to a recent Service Max <a adhocenable=\"false\" href=\"http:\/\/lp.servicemax.com\/rs\/020-PCR-876\/images\/The-State-of-Field-Service-2015.pdf\" target=\"_blank\" rel=\"noopener\">survey<\/a>). The \u2018first-time fix rate\u2019 is often called the holy grail of field service, and for good reason.<\/p>\n\n\n\n<p>The customer expects their technician to come prepared, but unfortunately, this isn\u2019t always possible, and two or three repeat visits are not uncommon. <\/p>\n\n\n\n<p>Delivering a truly <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/uk\/blog\/2016\/10\/create-a-connected-customer-experience-with-field-service.html\" target=\"_blank\" rel=\"noopener\">connected field service experience<\/a> gives you real potential to stand out from the crowd. On average, the top 20% of companies for customer satisfaction achieve a first-time-fix rate of 88%; the next best performers? Just 63%. <\/p>\n\n\n\n<p>Clearly, your first-time fix rate is something your customers really notice. Fix yours, by avoiding these all-too-common field service management mistakes\u2026<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-mistake-1-failing-to-come-prepared-on-the-first-visit\">Mistake #1: Failing to come prepared on the first visit<\/h2>\n\n\n\n<p>If they turn up without the right parts, tools or briefing to complete the job, your field service agents are left at the mercy of a (hopefully) forgiving customer. <\/p>\n\n\n\n<p>There are countless reasons why a service agent might be under-prepared for the job, but common causes include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Insufficient briefing on job requirements<\/li>\n\n\n\n<li>Short notice jobs, giving little time to find the right equipment<\/li>\n\n\n\n<li>Poor inventory management<\/li>\n<\/ul>\n\n\n\n<p>The attitude of \u2018we can always come back again\u2019 doesn\u2019t wash, either. <a adhocenable=\"false\" href=\"http:\/\/lp.servicemax.com\/rs\/020-PCR-876\/images\/The-State-of-Field-Service-2015.pdf\" target=\"_blank\" rel=\"noopener\">76%<\/a> of customers have voiced dissatisfaction with field technicians for failing to resolve on a first visit. <\/p>\n\n\n\n<p>And the pain is mutual, as underprepared service agents are needlessly exposed to understandable grief from disgruntled customers in turn.<\/p>\n\n\n\n<p>So, how can you help your agents to be better prepared when they arrive? One option is a <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/uk\/products\/service-cloud\/field-service-lightning\/?d=701300000025Y0X\" target=\"_blank\" rel=\"noopener\">connected field service system<\/a>, which connects them over a unified platform in the cloud, for painless job management, scheduling and dispatch.<\/p>\n\n\n\n<p>That means you can communicate with, inform, and monitor agents from any mobile device, and ensure everyone has access to the resources they need to prepare for every job, every time. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-mistake-2-not-communicating-with-peers-and-customers\">Mistake #2: Not communicating with peers and customers<\/h2>\n\n\n\n<p>Communication really is key to a successful working environment \u2013 and that counts for double in field service. If your service agents are ill-equipped to communicate with their peers and dispatch, how can they ensure a strong first-time fix rate? They can\u2019t. <\/p>\n\n\n\n<p>For example: a customer requires an urgent fix within 3 hours of contact, so you assign the nearest technician to the job \u2013 only they can\u2019t make it in time, as their last job took longer than expected. If they fail to inform their peers, a frantic panic ensues to find a closer technician, leading to a missed deadline or a repeat visit due to a lack of time to prepare.<\/p>\n\n\n\n<p>Poor communication can have a significant impact on service efficiency, and customers recognise this, with \u2018slow response rates and poor communication\u2019 being one of the biggest causes of disgruntlement. <\/p>\n\n\n\n<p>Is this the agent\u2019s fault, or is a lack of access to the right communications technology to blame? As of 2016, <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/blog\/2016\/03\/rethinking-field-service.html\" target=\"_blank\" rel=\"noopener\">52%<\/a> of service agencies still use manual methods to handle their field agents. These methods leave you and your agents stuck without the means to easily communicate with colleagues, and spot availability in a hurry. <\/p>\n\n\n\n<p>Companies need technology that enables them to see and talk to their entire service landscape. Agents\u2019 movements should be monitored in real-time, allowing your team to easily direct and communicate with all technicians for a more efficient, empowered and unified workforce.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-mistake-3-missing-the-chance-to-collate-and-use-field-service-data\">Mistake #3: Missing the chance to collate and use field service data<\/h2>\n\n\n\n<p>If till now you\u2019ve seen analysing service data as &#8216;something you might get around to one day&#8217;, you are not alone. 80% of service providers say they \u201cproactively use less than half of their available data\u201d. That\u2019s a huge missed opportunity to make each call more efficient and effective and to impress customers by solving potential problems before they happen.<\/p>\n\n\n\n<p>For example: the same customer keeps phoning in, and your technician repeatedly \u2018fixes it\u2019 \u2013 but in reality, they are doing so incorrectly, leading to yet another failure. If your service data was being monitored properly, this trend would be flagged and a different technician could be sent to investigate \u2013 hopefully resolving the problem. <\/p>\n\n\n\n<p>Similarly, taking a closer look at service data can help you identify underlying issues at the customer\u2019s site \u2013 perhaps incorrect use, or a wrong specification. Spotting these causes enables you to act proactively, saving the customer \u2013 and yourself \u2013 time, money and stress.<\/p>\n\n\n\n<p>Neglecting data also causes trouble for service agents themselves, leaving them without access to the vital insights that can help them fix things quicker, the first time. In fact, <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/blog\/2016\/03\/rethinking-field-service.html\" target=\"_blank\" rel=\"noopener\">38%<\/a> of service agents say they can\u2019t access all the information they need on the job. <\/p>\n\n\n\n<p>With <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/uk\/products\/service-cloud\/field-service-lightning\/?d=701300000025Y0X\" target=\"_blank\" rel=\"noopener\">Salesforce Field Service Lightning<\/a>, we can help you get the most out of your data to improve both the customer and service agent experience. Monitoring and managing agent performance in real time lets you refine your service \u2013 while agents get the easily accessible (and plainly presented) information they need to prepare for the job ahead and recognise underlying issues before they even arrive. <\/p>\n\n\n\n<p>Likewise, if a product is showing signs of repeat failure, both you and your agents will know about it, allowing them to gear up and resolve it, fast. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-field-service-agents-want-to-do-a-good-job-help-them\">Field service agents want to do a good job. Help them.<\/h2>\n\n\n\n<p>Connecting your service agents not only helps minimise communication frustrations (yours and theirs), but it can also have a significant knock-on effect on your overall first-time fix rate. <\/p>\n\n\n\n<p>Agents will have all the information they need to prepare for a job in their pocket, and if they do run into a sticky situation, they can easily update their peers and call for help. They\u2019re empowered to provide the quality of service both you and your customers expect \u2013 and they want to give. <\/p>\n\n\n\n<p>We designed Salesforce Field Service Lightning to help \u2013 and it isn\u2019t just for field service technicians either. We have consistently delivered great results for retailers, healthcare specialists and financial services \u2013 offering each the connected, handheld access to provide the kind of service customers notice:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Manage your workforce in real time with one-click scheduling<\/li>\n\n\n\n<li>Access data and customer insights from any mobile device<\/li>\n\n\n\n<li>Create work orders from any case and track job completion, fast<\/li>\n\n\n\n<li>Monitor agents\u2019 performance in real time with reports and analytics<\/li>\n\n\n\n<li>Unify your team with transparent scheduling and communication <\/li>\n<\/ul>\n\n\n\n<p>You know what your customers expect \u2013 but you can do more. You\u2019ll see the results in your customer satisfaction scores \u2013 and your team will be happier, too.<\/p>\n\n\n\n<p>To learn more about improving your field service experience, be sure to read the <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/uk\/form\/service-cloud\/customer-field-service.jsp?nc=7010M000002ML7K&amp;d=701300000025Y0X\" target=\"_blank\" rel=\"noopener\">Transforming the Customer Experience with Field Service<\/a> e-book.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d9315f91225&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d9315f91225\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/field-service-ebook.jpg?strip=all&#038;quality=95\" alt=\"\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Customers expect field service agents to be fast &#038; skilled. Avoid these common mistakes to elevate first-time fix rate &#038; customer experience.<\/p>\n","protected":false},"author":1,"featured_media":1447,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"f58f72b81c214185a0356e5bb0cbecc7","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[75,83,28,250],"sf_content_type":[],"coauthors":[207],"class_list":["post-1445","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","sf_topic-customer-experience","sf_topic-manufacturing","sf_topic-field-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 Field Service Mistakes You Can Fix, First Time - Salesforce<\/title>\n<meta name=\"description\" content=\"Customers expect field service agents to be fast &amp; skilled. 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