The data available to a service coordinator or manager can sometimes be confusing and overwhelming. The service team of any organisation has to manage organisational expectations, OEM expectations, customer expectations, employee expectations, etc. These expectations are communicated in the form of business targets, service requests, appraisal requests, etc. To effectively manage in this high pressure environment, it is imperative that data is available at your fingertips. More importantly, it is critical that the right data is always presented, first time. But lets not get carried away. Managing an entire service business is a blog by itself. Lets focus on just managing field service activities. These activities are the primary revenue stream for service organisations.
Lets assume that you are the local service partner for a larger company. You will most likely have to manage several different types of service activities, including, but not limited to warranty period visits (free or otherwise), post warranty period paid service visits, maintenance contract visits, free check up (goodwill) visits, parts promotion visits, etc. Almost all these visits can generate revenues for your organisation and it is important that you and your team are aware of when to carry out the same. Many larger organisations, do not pay their dealers for warranty period visits, if the same is not carried out as per their requirement (time elapsed / machine run time). Similarly, delays in attending customer service requests, will result in customers refusing to pay you for your services, refusing to renew contracts, etc. So how do you make sure that you and your team are always on top of things?
The first step is to record all the potential visits that you might have to make, for the foreseeable future. After this is done, you can follow it up by recording customer service requests. Once the requirement for visits is recorded, you can start sending your field technicians to attend to your customers. These visits have to be recorded and tallied, so you are aware of how many visits are completed and how many visits are pending. You have to also keep a close eye on visits done, where issues have not been resolved. Every day that passes by, more information is added. If you manage to maintain a record of this information, you can then use it to understand your service business in greater details. For example, which type of equipment is demanding more service, which field technician is resolving more complaints, which customer is frequently calling you for service, etc. This information is critical to a business owner as it tells him, exactly, which aspects of his business requires more attention, more focus and changes. It also, gives him an understanding of his customers and his field teams performance. As you can imagine, doing all this using an Excel spreadsheet is going to be incredibly difficult. That is where Atom Tracker comes in. We have designed the system to be extremely clean and simple to track all the different types of visits that your team has to make, capture all your customers service expectations, monitor the performance of your field team vis a vis the customer and finally draw conclusions from these and other data points to improve your service business.