Job Assignment - Making Field Force Management Effective
Customer experience. As we know of it, lies at the core of any business function. If you were asked today to name the companies you prefer, without thinking twice you will definitely choose the ones that have offered you the most satisfaction. This in itself confirms that customer experience tops the list of values that a customer is looking to receive from a product/ service.
For service management companies, the services they offer are their main source of income. Keeping in mind that no two service offered are similar, finding the right person to do the job becomes a complicated task. This gives rise to a big issue for these field service management companies, and that is, how do they choose the field force manager who is to provide the service keeping in mind that customer experience is of utmost importance? Before understanding this we must also understand the factors affecting this assignment of job in a field service company.
Factors Impacting Job Assignment
A customer’s experience is majorly dependant on his interaction with the field force manager, he is the face of the company for the user. Keeping in mind the crucial role a field force worker plays in the experience of the user, deciding who will provide the product/ service is a crucial step in this process and is dependant on the following factors-
- The proximity of the service provider with respect to the user.
- Commute time required.
- Previous experience of the user and the service provider.
- Allotment of the same service provided to second-time users.
Reports show that companies with good customer service policy can expect 75% of its sales coming from returning customers, hence it is imperative that customers should be happy.
Ideally, a manager is aware of different facts related to users and their preferences, he is also aware of the unique skills of the employees so it must be empirical that these managers should be responsible for the assignment of such tasks. The main thing to be understood here is- as the company grows and increases its operations, it becomes more difficult for managers to assign all tasks manually, another aspect is the heaps of data that comes with multiple users, all this data cannot possibly be memorized by a manager. Hence, it becomes necessary to use some algorithm to store all this data and additionally use this to allocate tasks.
Automation of Job Assignment
Automation of Job assignment means, using a field force management platform that will use different metrics based on the geographical data as well as past facts to form algorithms. These algorithms will be able to assign and track tasks with utmost accuracy. It uses the metrics mentioned like the proximity of field force manager, his past experience with the user, commute time etc. This will also mean users can filter these workers on the basis of different metrics, one example for this could be user's choosing to opt for only those managers who have three stars or more.
With job allocation being handled by the technology, managers get more time to focus on crucial tasks and overlook things. This extra time can be devoted towards managing the field force and training them to maintaining their efficiency.
Apart from automation of job assignment, the most crucial benefit of this feature is the power it gives to the managers. The managers are now able to look at past figures and predict future happenings. They can also measure the user experience provided by various field force workers, this will help them in understanding the work pattern of different workforce. This will pave the way towards improved performance.