Three Ways Fleet Management Solutions Make Your FSO More Efficient

7/02/2019 / Digital Transformation / Katia Loboda

Male engineer in dispatch center uses fleet management software on smartphone; double exposure makes him appear transparent.

Fleet Management Solutions Improve FSO Efficiency

If your field service organization is like most, you’re struggling to stop budgetary waste while striving to realize your full potential to deliver better service.

The vast majority of FSOs need to invest in technologies that expose inefficiencies and facilitate organization-wide information sharing.

The right fleet management solution, also known as mobile resource management (MRM) software, can help organizations like yours improve productivity, trim costs, and enhance customer service.

Astea’s field service platform, Alliance Enterprise, boasts a number of fleet management functions to help your FSO pull ahead, including:

  • Scheduling and dispatch software to optimize service call assignment and routing, so your FSO can satisfy more customers more efficiently.
  • Service parts and planning to improve depot and mobile inventory management so you always have the right parts in stock, avoiding empty-handed technicians and frustrated clients.
  • Knowledge management features to connect your workforce and customers to the information they need, when they need it.

How, specifically, can you use the right fleet management solution to make your FSO more efficient? Let’s look at three ways.

1. Use Scheduling and Dispatch as Customer Retention Strategy

Customers who get their problems resolved quickly are much more likely to continue giving your company their business. With Astea’s state-of-the-art dispatch scheduling engine (DSE), you can start cutting the amount of time it takes to satisfy your customers from the moment they contact you.

Originally developed to handle emergency fleet responses, Astea’s DSE uses geo-location and real-time traffic data to optimize service call assignment and routing. Each time it receives a work order, it schedules the call by analyzing the service-level agreement (SLA) requirements, the technician skills needed to perform the task, and the best time slot and route.

Once it assigns a work order, the scheduling engine pushes a notification to your technician’s connected calendar. It can even re-route vehicles already on the road based on current traffic conditions.

Using self-service features, customers can also simply bypass your call center by scheduling maintenance via the customer portal. This capacity brings request-to-resolution time down to zero, and frees your office staff to work with customers who need greater levels of assistance.

To save your staff and your clients even more time, Astea’s suite of enterprise tools also includes call center management software that provides staff with instant access to customer profiles, service histories, scheduled maintenance, and more. With all this information at their fingertips, your customer service agents can knowledgeably respond to customer inquiries, boost first-time call resolution, and initiate auto-generated work orders.

2. Use Service Parts Planning for Better Fleet Management

Even the most efficient scheduling isn’t very useful if your depots and trucks aren’t stocked with the inventory technicians need to complete scheduled service calls. Many organizations manage inventory across different locations, making service parts planning even more difficult. To improve productivity and enhance customer experience, FSOs need to optimize both depot and mobile parts inventory levels.

Field technician holds a tablet computer and touches a graph on its screen while diagnosing and servicing a robotic arm.To create a more robust service parts planning solution, Astea partnered with Baxter Planning, experts in service supply chain inventory management. By analyzing historic parts usage, current demand, and parts locations, the solution helps FSOs optimize depot and mobile stock levels so that technicians already have the necessary tools and parts in their trucks when dispatched.

The results?

  • Optimized parts purchasing means you spend less on your standing inventory.
  • Geographically optimized inventory levels ensure parts are located where technicians need them.
  • Reduced need to reactively order parts leads to faster repair/resolution time—leading to more happy and loyal customers.

3. Use Knowledge Management for Training and Collaboration

The modern field service company must manage an ever-growing amount of data on everything from customer engagements to vehicle fleet fuel efficiency. A knowledge management system is critical for collecting, organizing, and connecting your workforce to all this potentially powerful information.

With Astea’s Alliance Enterprise, all your team members have mobile and desktop access to categorized and searchable files, including job resolution notes, annotated photos, product manuals, technical support documentation, and more.

By consolidating all training resources—tutorial videos, repair wikis, job notes, and so on—into one place, Astea’s knowledge management system also facilitates technician training. When your technicians have a question, they can use its intuitive question tree feature to find the information they need.

Our solution also fosters team collaboration with in-app messaging, chat, and conversation archives, eliminating the need for undocumented external communication chains.

In addition, customers can make direct use of the knowledge management system when they reference their asset lifecycle histories or register product warranty information via their customer portal.

Separate Yourself from the Pack with Astea

A recent Aberdeen report found best-in-class FSOs have 39% greater customer retention than industry average performers.

What’s their secret customer retention strategy?

It’s simple. They deliver effortless service experiences and robust customer service through superior workforce management.

When your fleet management system’s smart scheduling and dispatch functions help you reduce truck rolls and get a technician on site more quickly, both you and your customers benefit.

When you leverage service parts planning to reduce inventory management costs and purchase the optimal mix of parts, you can boost first-time fix rates without incurring additional expenses.

And when you use an integrated knowledge management system, you arm your staff with the information they need to offer clients more personalized service.

By investing in cutting edge field service technology to improve efficiency across operations, your organization can separate itself from the pack and become an industry best performer.

Want to learn more about how field service management software can benefit your organization? Download our infographic now!

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