Field Service Tips and Information

Ascent Business Systems, Inc. is a leading provider of mobile software for the field service industry with over 25 years of experience helping small to medium sized businesses overcome operational inefficiencies. Ascent is currently in use by a wide range of businesses with revenues of $250,000 to $500,000,000 comprised of a multitude of service providers within the Trade, Technology and Capital Equipment industries. Ascent now services clients in every major service vertical and metro area in North America.

The Service Glossary: Number of Touches/Closure

Christopher Esselborn - Tuesday, June 30, 2015

 

    The Field Service Glossary

     

     

    This week we are highlighting another important KPI for the back office. When you take the time to learn how to calculate and interpret the number of touches/closure per call in your business, you are enabling your company to overcome operational deficiencies and to also speed up routine processes.


    Week 6: Number of Touches/Closure


    How to Calculate: Collect the number of employees who interact with the service call-from the initial phone call-through completion. It is also extremely important to take note of the number of times each employee engages with a service call. A simple chart is helpful in visualizing the process so that you can more easily identify and eliminate repetitive processes.

     

    If Call has no problems:

    Call Received 

    Work order processed 

    Work Scheduled 

    Customer called to schedule

    Technician scheduled

    Technician Called

    Job Performed 

    Paperwork Submitted 

     

     

     

    Mindy

    Harry

    Harry

    Mindy

    Harry

    Mindy

    Technician

    Technician

     

     

    If Call has issues:

    Customer reschedule

    Tech reschedule

    Technician called

    Job needs parts

    Pick-up parts

    Incorrect parts

    Parts need ordering

    Pick-up new parts

    Job Performed 

    Paperwork Submitted

     

    Mindy

    Harry

    Mindy

    Wiseman's Son

    Technician

    Technician

    Wiseman's Son

    Technician

    Technician

    Mindy


    Use the visualization to help you identify and eliminate the repetitive processes. 


    Quick Tip: Establish procedures to enhance you workflow. By automating your manual processes, you can greatly reduce the amount of time required to gather documentation (ie installed equipment, whether covered under maintenance agreement/warranty, priority level, service address and A/R records)


    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and the AS Cloud for your customers and workforce.

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