The Top Safety Best Practices in Field Service Management
Protect your customers and mobile workforce with these field service safety best practices.
Safety has always been top of mind for field service organizations. Then came the COVID-19 pandemic. Field service teams needed to adopt new policies — quickly — to protect customers and their mobile workforce.
Today, 80% of mobile workers say that their employer has taken the necessary steps to keep them safe during the pandemic, according to the fourth edition of the Salesforce State of Service report. This includes improved cleaning and sanitizing procedures, physical distancing measures, personal protective equipment (PPE), training on how to safely interact with customers, and regular employee wellness checks.
Conduct regular employee health assessments.
Clearly communicate safety policies.
Provide alternative field service options.
Not every issue requires an in-person visit: A cord may be unplugged or a system reboot may be all it takes to get things back up and running. For common issues like these, offer Visual Remote Assistant to customers. With these tools, agents invite customers to an interactive video session to walk them through step-by-step processes or transfer them to a field service technician for troubleshooting. If the issue is more complex, they can schedule an onsite visit for further support.
Mobile workers can also use Visual Remote Assistant in lieu of a preliminary site visit to assess an issue. And to speed up time onsite, mobile workers can connect with other technicians to work through a resolution together over video.