Demand is growing for schedule optimization and workforce management software. A historically manual task, optimized scheduling and workforce management software have proven to be the best opportunity to meet both corporate KPIs and improve the customer experience. Heightened focus on customer experience has since changed the focus of field service organizations. Post sales service was once annoyance but now field service organizations recognize the need for smarter, quality service, which is a differentiator and one for which customers are prepared to pay a premium. Even non product-intensive service organizations, such as insurance, in a highly price competitive industry, recognize the importance of the customer experience and the need for workforce management software to get them there.
Schedule optimization isn’t about manually deciding who to send, where, when, and with what. Yes, those are factors in the decision-making process, but there’s much more complexity to consider: It also must consider customer availability, service level agreements, parts availability future planned maintenance schedules, sensor data, costs, crew scheduling, dependent activities, and other factors, dynamically, and rapidly.
Workforce management software, which automatically considers all of the above, enables the field service business to become more efficient and productive, while also improving customer satisfaction, which increases retention rates and lowers costs. The best workforce management software and schedule optimization products also need to be easily configurable to adapt to specific business environments. The need for workforce management software is clear across industries, from the largest, multi-national conglomerate down to the small to medium sized field service business. Only workforce management software can achieve productivity, efficiency, cost reduction and increased customer service levels.