Field Management: How to create “Uber for installers” using special software
In some industries, the main work is performed by mobile employees - installers, equipment adjusters, etc. This model has its weaknesses.
One of them is the weak flexibility of the model. Clients have to pre-arrange the arrival of the master, which is not always convenient. Many people are already accustomed to receiving services on demand (like calling a taxi in the Uber application) - according to one study , 89% of users would prefer not to wait for the service to be provided, but to receive it when it is convenient for them.
At Uber, users order a taxi using the application, paying for trips with a bank card attached to their account - this eliminates the need for passengers to have cash with them, and drivers to count the change. This model was extremely successful, making Uber the most expensive startup in the world, and prompted many companies to attempt to transfer it to the soil of their industry.
One of the ways to transfer this model to the field of field work is to use special tools of field management software.
What it is
It is difficult to control mobile workers, which leads to abuse on their part. For example, they can negotiate with customers bypassing the employer and use their equipment, or later start and finish work earlier.
Often, employees, especially novices, perform the task non-optimally and the way they think it is better. This leads to errors that are difficult for management to track, and which lead to financial losses - a dissatisfied client may demand to redo the work and certainly will not recommend the company to his acquaintances. To solve the control problem, they use special software.
Typically, such systems consist of a mobile application for mobile workers and a desktop version used by managers in the office. The mobile application may contain a list of tasks of the employee for the day, the necessary information about the customer, a checklist, according to which you need to perform work (which excludes initiative), and there is also a function for sending a photo report.
In the desktop part of the system, the manager can track the movements of all employees on the map and dynamically change their routes taking into account traffic jams, cancellation of orders and new ones.
Uber for installers
The use of such tools can dramatically increase the efficiency of employees' movements - first of all, they will not be able to use non-optimal routes and finish their work day early.
Secondly, the use of field management software, coupled with the use of more flexible planning techniques, allows you to more flexibly plan the schedule of mobile employees. For example, according to statistics in the United States in the telecommunications industry, 5-10% of orders are canceled, and another 20-30% take more or less time than originally thought.
When working with a tight schedule, all this creates problems - windows appear when employees are idle, or customers are forced to wait for a delayed installer. Using special software allows managers to restructure the route of a specific employee on the fly.
Movement of employees on the map in the Planado.ru desktop application
Companies can easily increase the number of clients served per day - for this, you need to abandon the reservation in the schedule of places for hypothetical new orders. There will still be more canceled calls. If some order is canceled, and another one suddenly arrives, then the manager will be able to redirect the nearest employee to him, having oriented on the map.
Using tools for field management allows companies to significantly increase work efficiency.
According to McKinsey, one of the American cable companies increased the number of completed orders for equipment installation by 80%. This, in turn, led to the fact that the waiting time for the installer was reduced by 30%.
Good results can be achieved in the Russian market. Since implementation we have created vyzdenymi staff management service Planado , on average, gives the performance of their work increase by 31% - in the difficult times of crisis is a good indicator.
The use of new technologies and flexible management techniques can improve the quality of even well-established services such as furniture assembly or equipment installation. Convenience and simplicity - this is exactly what users expect in the "era of Uber."