Field service companies begin to embrace workforce autonomy. An independent workforce is equipped, prepared, and resilient to challenges. The past year has shown us how important it is to make sure your employees are prepared to work remotely and handle tasks independently.
We wrote before what a significant change an empowered and motivated team can make, but this time, let’s analyze what it’s like to run a company with autonomous technicians and how they can benefit your field service business.
What is an autonomous technician?
The hardest share of the work in field service companies falls on technicians’ shoulders. Not only do they install, repair, and maintain equipment, but they also have to accommodate customer needs, educate clients about equipment, and be prepared to upsell additional products and services.
A company can’t afford to lose opportunities to increase customer satisfaction, upsell services, and build loyal client relationships. An autonomous technician can help you achieve that.
An autonomous technician is an employee who is equipped with advanced digital tools that provide a knowledge base and functionality. Digital tools like field service management software are the first step towards an autonomous and resilient field service workforce.
However, tools alone won’t work if your business processes don’t accommodate technicians. You might want to reframe your business operations to put more focus on technicians, providing them with necessary functionality. Simplifying and expediting company operations goes along the way.
Why does autonomy matter?
Besides a potential increase in revenue and better customer relationships, workplace autonomy boosts employee morale and productivity.
Fewer back-office expenses
Autonomous technicians rely less on the back office because the right tools ensure smooth company process automation and provide employees with knowledge and functionality. Instead of wasting time on tasks that can be easily automated, back-office employees can focus on more important and complicated tasks, saving their time and expenses.
If you equip your employees with the latest digital tools that allow them to handle even the most complex tasks, technicians are more likely to be satisfied with their work. Autonomy also increases feelings of ownership and loyalty, improving technicians’ decision-making process.
You might be wondering how giving more responsibility to employees boosts their productivity. Well, that’s quite simple, without micromanaging, autonomous technicians can perform better because they feel the ownership of their work. Many studies show that independence in the workplace increases employee productivity and performance quality.
However, it can be challenging to motivate your technicians without the right solution. To build a resilient team, you need to provide them with the necessary tools and guidance.
Make your workforce more autonomous
A little effort goes a long way in building a more flexible and autonomous team. You can find many ways that work for your team, but we want to give you some suggestions that worked for Tasker clients.
Ditch outdated paper calendars and notebooks, for team scheduling to be effective, you might want to consider getting smart tools. FSM software can be a useful addition to your digital tool library.
Improved employee scheduling prevents overbooking or double-booking technicians. An agile FSM solution allows tracking tasks of each individual technician and seeing them on a calendar.
You should be able to allocate tasks based on a technician’s skills and work history. Smart scheduling can also tell you which technician is available and closest to the location that needs attention.
Rewards programs motivate employees to achieve work goals based on bonus rewards. It can be anything from a money bonus to additional vacation days or gifts, as long as it meets your team’s needs.
However, bonus systems won’t work if they don’t match your team’s capabilities and goals. Here’s an article that can help you build a goal-oriented bonus system.
Functionality to increase autonomy
Your digital tools should have enough features to serve an independent technician. FSM software allows technicians to access customer details with work history and their past requirements. The advanced solution gives your team a knowledge base and quick access to data related to the specific issue.
We aim to fully equip a remote workforce with special functionalities to make technicians less dependent on the back office. Tasker app enables your workforce to work smarter and be more resilient, saving time, resources and improving customer service.
How can field service companies benefit from mobile and autonomous technicians?
Better first-time fix rate
The first-time fix rate indicates the percentage of time it takes for a technician to fix a customer’s problem in the first go without any additional help, preparation, or parts.
If your team needs to come back to the back office for each tiny detail, you can’t expect to have a high first-time fix rate. When technicians have a knowledge base, client details, and support in their hands, they become less dependent on the back office and can deliver better and faster results.
Better technician success rate
The rate indicates how many successful tasks a technician performs within a set time frame.
If a technician reschedules many tasks because he or she can’t meet the set plan, it might signal that the employee lacks some skills or knowledge.
FSM tool ensures that technicians have all the necessary information related to a client and issues reported. Smart scheduling can improve the technician success rate and ensure they complete all tasks in a set time frame.
More upsell opportunities
Technicians are often an unused resource for upselling your products or services to existing clients. Technicians know customers because they communicate face-to-face. They understand customers’ needs and can offer tailored solutions.
If technicians have the functionality they need to upsell additional products, they become trusted advisors and have more influence over decision making.
Learn more about increasing your upselling opportunities.
Tasker FSM mobile assistant
An empowered workforce leads to business success. There are many different ways to motivate your team, but improving their working conditions makes a significant impact.
Empower your field service technicians with advanced tools. Smart scheduling, digital functionality, and bonus systems can help you achieve that. Tasker offers all these features to make your technicians more autonomous and agile.
Tasker digital assistance tool keeps technicians prepared, knowledgeable, and ready to act. See how Tasker functionality could improve your field service operations and workforce productivity – book a free demo version.