Automating the work of mechanics in the workshop and field service with a field service solution provides a number of important benefits. But the key to success is simplicity. Only then is the use of the field service solution going to be a success.
Simple processes
No one likes complicated processes. But in the automation of service processes, it is completely disastrous. First of all, because service technicians like to spend their time doing what is really their job: performing service and maintenance work. The field service solution should not cost them too much time or interfere with their work. Second, speed and efficiency in service is crucial. By keeping processes simple, you save time and are faster and more flexible than the competition.
Simple interface
Service technicians are not software experts. And they don't need to be. Give them access to a simple and intuitive system that they quickly understand and where they are well guided in the steps they need to go through. Delete unnecessary options and choices and provide clear navigation. A measure of whether an application has a simple interface is the training time; can you send your mechanics out in a few hours or do they need courses of several days or even weeks?
Short learning curve increases acceptance
Make the field service solution available on easy-to-use devices, such as smartphones and tablets. That together with the intuitive user interface and easily set up processes will ensure that the learning curve is minimal. Ideal when introducing the field service solution into the organization, but also with a view to the future when you will be training new employees. A short learning curve lowers employee resistance and increases the likelihood of acceptance or even enthusiasm among users. It is important to understand mechanics' resistance to automation and change. By getting them to understand that the barrier to change is not high and also has positive benefits for them in the form of convenience and time savings, you are more likely to be successful.
Simplicity saves costs
Simplicity saves costs, even in automation of (field) service:
- A brief explanation and training to users is enough to get them started
- During use, users encounter few problems or questions
- By keeping it simple, you need few expensive features or custom solutions
- Fewer mistakes are made when you keep it simple
- Going forward, upgrading the system is fast and inexpensive
Arend Jan Boersma is Senior Consultant at Dysel and specializes in optimizing and automating (field) service processes.
