Workforce Optimisation: A Complete Guide

Workforce optimisation (WFO) in field service involves using technology and data to improve the efficiency and effectiveness of field service technicians and service teams. WFO helps to enhance customer satisfaction, reduce operational costs, and ensure timely and high-quality service delivery.

Our research shows that 74% of mobile workers report higher customer expectations and 72% note that customers seem more rushed, making it more important than ever for businesses to ensure an efficient workforce. Workforce optimisation is key to ensuring your field service team operates at peak efficiency, delivering exceptional service.

In this article, we’ll dive into the benefits of workforce optimisation, share effective strategies, explain how the right field service management can help you succeed, and cover a lot more.

• What is workforce optimisation?
• Benefits of workforce optimisation
• How do you optimise your workforce: 7 strategies
• What workforce optimisation metrics should be measured?
• Workforce optimisation examples
• Future trends in workforce optimisation
• How to choose the right workforce optimisation solution

Workforce optimisation (WFO) in field service management is all about making sure your team operates at its best to meet customer needs efficiently. WFO involves strategies and field service software like Field Service to streamline processes, improve communication, and enhance productivity. This can include everything from scheduling with Agentforce and route optimisation to real-time tracking with Appointment Assistant and performance analytics. The goal of workforce optimisation is to ensure that your field service technicians are well-equipped, well-informed, and able to deliver exceptional service, ultimately leading to higher customer satisfaction and revenue growth.

In field service, workforce management and workforce optimization are related but distinct concepts.

Workforce management focuses on the day-to-day operations and administrative tasks, such as scheduling, assigning tasks, and tracking attendance. It ensures that the right field service technicians are in the right places at the right times.

Workforce optimisation, on the other hand, takes a more strategic approach by using data and advanced tools like field service automation and field service AI to enhance overall efficiency and performance. It aims to improve processes, reduce costs, and boost customer satisfaction through better resource allocation, real-time tracking, and performance analytics.

In summary: Workforce management is about maintaining operations. Workforce optimisation is about continuously improving them.

Workforce optimisation offers several benefits, including:

• Improved scheduling efficiency: Optimises technician assignments, reducing travel time with route optimisation and increasing job completion rates.
• Enhanced customer satisfaction: Faster response times and better service quality lead to happier customers and better customer satisfaction scores.
• Cost savings: Reduces overtime, fuel expenses, and operational waste through better resource allocation, supporting field service sustainability.
• Increased productivity: Automates administrative tasks like pre-work briefs and post-work summaries with AI, allowing your dispatchers and mobile team to focus more on customer service experience and service delivery.
• Better data-driven decisions: Real-time field service intelligence provides insights for continuous improvement and strategic planning.

Workforce optimisation in field service requires a combination of technology, process improvements, and strategic planning. Here’s how you can do it:

1. Implement field service management software: Use software like Field Service with Agentforce for Field Service to automate scheduling, dispatching, routing, and more for maximum efficiency.
2. Use AI-powered scheduling: Use AI agents like Agentforce Resource Manager to assign the right technician to the right job based on skills, location, and availability. Enhanced Scheduling and Optimisation in Field Service automates scheduling while ensuring efficient resource allocation and complying with service-level agreements.
3. Improve communication and mobility: Equip your field service workers with mobile apps to receive real-time updates in Slack for Field Service, access job details, and report progress - no matter if they have internet access or not.
4. Monitor performance with data analytics: Track key field service metrics like response times, first-time fix rates, and customer satisfaction (CSAT) scores to identify areas for improvement.
5. Enhance training and upskilling: Continuously train technicians on new technologies and best practices to boost efficiency and service quality. Trailhead, Salesforce’s free online learning platform, is an excellent resource for your team to develop critical skills in field service. Encourage your team to join the Serviceblazer Community on Slack to learn best practices from fellow field service professionals.
6. Optimize inventory and asset management: Ensure your technicians have the right parts and tools to minimize delays and repeat visits with asset service management.
7. Use automation and IoT: Use automation and IoT sensors to enable proactive field service and reduce emergency service calls.

By integrating these strategies, your business can enhance efficiency, reduce costs, and improve customer satisfaction.

In workforce optimisation for field service, several key metrics can help measure and improve performance. These include:

1. First-time fix rate (FTFR): This measures the percentage of jobs completed on the first visit without the need for follow-up visits. A high FTFR indicates efficient and effective service.
2. Mean time to repair (MTTR): This metric tracks the average time it takes to complete a repair or service job. Lower MTTR indicates faster and more efficient service.
3. Customer satisfaction (CSAT): Measuring customer satisfaction through customer satisfaction surveys or feedback can provide insights into the quality of service and areas for improvement.
4. Technician utilisation: This metric assesses how effectively technicians' time is being used. It can be measured by the percentage of time technicians are actively working on jobs versus idle time, including time spent driving or doing administrative work.
5. On-time arrival rate: This measures the percentage of service calls where the technician arrives within the promised time window. High on-time arrival rates improve customer trust and satisfaction.
6. Service level agreement (SLA) compliance: This metric tracks the percentage of jobs completed within the agreed-upon time frames. Meeting SLAs is crucial for maintaining customer loyalty and avoiding penalties.
7. Travel time and distance: Monitoring the time and distance technicians travel between jobs can help optimize routes and reduce unnecessary travel, leading to cost savings and increased efficiency.
8. Job completion rate: This measures the percentage of jobs completed successfully. A high completion rate indicates that technicians are well-equipped and trained to handle their tasks.

By tracking and analyzing these field service KPIs, businesses can identify areas for improvement, optimize their workforce, and enhance overall service delivery.

Workforce optimisation helps companies across industries — such as utilities, manufacturing, and home services — to operate more efficiently and deliver better outcomes. Here are five examples of workforce optimisation in field service:

1. Automated job scheduling: An electrical provider uses AI-powered scheduling software to proactively assign jobs based on technician availability, location, and skillset, reducing travel time and improving efficiency during a wide-spread power outage.
2. Real-time tracking: Dispatchers in telecommunications track technicians’ locations in real time, allowing them to reroute workers dynamically to urgent jobs or optimise travel routes to reduce fuel costs.
3. Mobile digital work orders: Instead of using paper-based forms, HVAC technicians receive and complete digital work orders on mobile devices. This reduces administrative time and errors, improves data accuracy, and sets them up for better upselling and cross-selling opportunities.
4. Predictive maintenance with IoT: Smart sensors on manufacturing equipment alert field service back offices about potential failures before they happen, allowing proactive maintenance and minimising costly downtime.
5. Performance analytics & KPI monitoring: Managers for home services analyse key metrics like first-time fix rates, job completion times, and customer feedback to identify areas for improvement and refine workforce strategies.

These workforce optimisations help field service organisations boost efficiency, reduce costs, and enhance customer satisfaction.

The future of workforce optimisation in field service is being shaped by advancements in technology and evolving customer expectations right now. Here are some key trends:

1. AI and machine learning (ML): AI and ML will continue to play a significant role in optimising field service operations. These technologies can predict equipment failures, optimise routes, and provide real-time recommendations to technicians, enhancing overall efficiency and customer satisfaction.
2. Internet of things (IoT): The integration of IoT devices will enable more proactive and predictive maintenance. Sensors and smart devices can monitor equipment in real-time, alerting your back office to potential issues before they become critical, reducing downtime and emergency calls. This also enables companies to merge acute fixes with predicted maintenance jobs, reducing truck rolls and maximising technician utilisation.
3. Augmented reality (AR): AR technology will assist technicians by providing step-by-step visual guidance, overlaying instructions on the real-world environment. This can reduce the time and skill required to perform complex tasks, leading to faster and more accurate repairs.
4. Data analytics: Advanced data analytics will help companies gain deeper insights into their operations, customer behaviour, and technician performance. This data can be used to optimise scheduling, improve service quality, and enhance customer experiences.
5. Mobile and cloud technology: The continued advancement of mobile and cloud technologies will ensure that field service technicians have access to the latest information and tools, regardless of their location or internet connectivity. This will enable real-time communication, seamless data sharing, and more efficient collaboration between teams.

These trends will continue to transform field service operations, making them more efficient, data-driven, and customer-centric.

Choosing the right field service management solution for workforce optimisation is critical for achieving optimal results. Here are five steps to help you make the best choice for your business:

1. Assess your needs: Identify the specific challenges and goals of your field service operations. Determine what features are essential, such as advanced scheduling, real-time tracking, and performance analytics.
2. Evaluate features: Research and compare different software options. Look for features that align with your needs, such as automated dispatching, mobile access, and integration with existing systems.
3. Check integration capabilities: Ensure the software can seamlessly integrate with your current tools and systems, such as CRM, ERP, and other business applications, to avoid data silos and streamline workflows.
4. Consider user experience: Evaluate the user interface and overall user experience. The software should be intuitive and easy to use to ensure high adoption rates among your field service technicians and managers.
5. Review vendor support and reviews: Assess the vendor’s reputation, customer support, and user reviews. Look for a provider that offers robust support, regular updates, and a track record of reliability and customer satisfaction.

Workforce optimisation is essential for enhancing efficiency, reducing costs, and improving customer satisfaction in field service operations. By using advanced field service management software like Field Service for workforce optimisation, your business can streamline scheduling, ensure real-time communication, and provide detailed performance analytics. This not only helps in assigning the right technicians to the right jobs but also in monitoring and improving their performance. Plus, key features in Field Service, such as mobile access and seamless integration with existing systems, ensure that your team is always connected and informed, leading to faster response times and higher job completion rates. Ultimately, this sets your business up for success by delivering a more reliable and efficient service, which can significantly boost customer loyalty and drive growth.