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A shift in mindset : Empower and encourage , not manage and control
Service companies have long struggled to transform field engineers into digital workers - that ’ s due , in part , to undervaluing the role , a lack of change management and , in some cases , a lack of attention to issues around business transformation or the adoption of digital tools . But all this is putting pressure on field supervisors and the wider operations model , forcing a shift in mindset .
The conversation among service leaders has now changed to less about ‘ how we control them ’, and more about ‘ how we empower them .’ Keeping employees satisfied is important for the performance and longterm health of any company - with research finding that empowered employees have more than three times the engagement levels of their less-empowered counterparts . Here , not only can technology help ‘ plug the gaps ’ in field service worker shortages , but it can help empower and retain current employees out on the frontline to reduce attrition rates .
Innovation will need to start from the very beginning , right through to the use of tools that accelerate the speed of onboarding for new workers . To ease some of the burden , companies must focus on implementing solutions that help encourage and empower employees in the long-term .
Workforce planning and AI-powered scheduling optimization can also be key in this context . It makes working with a constrained workforce more effective , and takes complex SLAs , ones as stringent as two-hour windows , to resolve an issue and make it possible for technicians to deliver on those expectations .
Bridging the sustainability gap to attract new talent
The power of AI-powered scheduling optimization now goes way beyond meeting customer expectations , it provides significant sustainability benefits too - and the direct
incentives of ‘ going green ’ go way beyond a commendable corporate objective . As netzero emission goals creep closer , the spotlight is firmly on organizations proactively making an impact - and workers from the younger generations are watching .
Recent research has found that more than half of employees would be more likely to work for a company that provides resources and tools for them to become more sustainable , with a quarter saying they would never work for businesses that profit from unsustainable practices . With a sophisticated planning and scheduling optimization tool companies can reduce technician travel time between 35 percent - 50 percent , which significantly reduces their carbon footprint .
It also puts reverse logistics in the spotlight - it ’ s even become a desired component of modern field service management platforms .
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