As workforce management software and mobile field service software continues to drive the future of field service, it is critical to ensure that the proper training, user adoption and compliance takes place.
Employing new technologies into the daily routines of your field service representatives, who are accustomed to a certain workflow, can be challenging. In a recent webinar titled, “The “People” Piece – 5 Key Things to Ensure Field Service Success,” a panel of executives from Scientific Games, APi Group and Shipley Energy, discussed best practices for on-boarding new technologies, training and driving user adoption. Take a closer look at 5 key questions and answers that drove the discussion:
1. Which functions should be involved with on-boarding new technologies?
- Keep the on-boarding group small and aim to involve only those who will be directly involved with the solution. Typically a representative from the operations services group, accounting and IT is ideal.
- It is important to keep communication lines open during the research process to gain early commitment and buy-in from technicians.
- Ensure at least two people know the same information about the solution you plan to select; turn-over happens and it’s important to have your bases covered in case someone leaves mid-process.
2. How should communication be fostered during the selection process?
- Hold a working session with your solutions provider company to define the implementation process.
- Clearly communicate expectations and the reason behind the solution to your technicians.
- Ensure that your lead point-person for the initiative is committed to embracing change and to building a platform to better service the customer. This person will be a key driver for motivation.
3. What are some motivational solutions to increasing software adoption?
- Train-the-Trainer – use lead technicians to communicate the initiative to fellow technicians.
- On-site Experience – have your lead technician spend a day at a branch that has already implemented the solution; ride-along’s as well as overlooking the production of invoices and field quotes provides a realistic view of how the solution will be helpful.
- Team and Peer Recognition – contests and rewards for teams that showcase user adoption first is an effective way to drive team motivation and encourage peers to act quick
- Service-Oriented – most field service professionals are service-oriented and want to know how this solution will benefit the customer, make their job easier, provide better service and save money.
- Continuous Training – after the initial training session, it is critical to hold subsequent training, Q&A and best practice sessions for the team to debrief and discuss their experiences.
4. What type of metrics should be used to measure the performance of the solution?
- After adoption of the solution, analyzing objective and subjective metrics is key.
- Consider objective metrics such as margins, productivity, billing, call rates, revenue, net income, etc. Subjective metrics may include customer experience and workers ease.
- As these solutions are metric-driven, be careful to not generate too many measurements that they become burdensome – use the metrics that you need and that will help move your organization forward.
5. What are best practices to ensure continuous use of the solution, post-adoption?
- Hold “lunch-and-learn” sessions where everyone can discuss best practices and changes.
- Ensure technicians are using the latest software versions or can contact their manager to upgrade the software.
- In most cases, once initial adoption of the solution occurs and as a long as the technicians have everything they need on the mobile device, using it becomes part of their daily routine and a competency of the job.
Click here to access the full webinar.