11th July 2019 – Workplace safety and the adherence to mandatory company and safety policies impact both the health of your staff and the ability for those professionals to accurately respond to customer expectations.
From decreasing insurance and operational costs within the business to improving customer service experience and first-time fix rate, improving workplace safety can make a significant impact on your bottom line.
What factors impact workplace safety?
The ability of your staff to follow industry standard safety protocols directly correlates to customer retention and the overall quality of the service visit. If field technicians have the means to ensure that all safety requirements have been fulfilled, the need for repeated site visits, reactive maintenance calls and additional customer costs dramatically decrease.
The key factors which make the biggest impact in field technicians’ ability to follow safety requirements include:
- Familiarity with the specific service request
- Access to safety workflows and checklists
- Correct inventory / parts
- Access to complete service histories
- Mandatory compliance systems
- Back office reporting and personal technician accountability
Key product features needed to improve safety protocol is followed
As we discussed above, there are a number of very volatile variables which can influence safety compliance. In order to simplify the job of field operatives, companies in the service sectors should strongly consider a dynamic mobile workforce management system, such as BigChange, to streamline operations into one centralised location accessible to back office and mobile staff (with varying systems restrictions to meet your needs!).
In choosing the ideal platform to help your business reach new levels of safety compliance, it is important that the system includes the following core functions.
- Mandatory workflows & Integrated mobile safety checklists
Mandatory workflows and integrated mobile safety checklists are the lifeblood of Mobile Workforce Management platforms. By ensuring that a technician cannot move forward with the service visit without following industry standard safety protocols, this feature provides significant improvement in compliance and results in a notable decrease in repeated service visits.
- Timestamp, Geo-stamp, and Photo logging
Safety procedures are followed through mandatory workflows, but they are recorded and added to comprehensive service histories via photo capture. By inputting images, customers and technicians have a visual record of all installations, deliveries and service events. Through the integration of automatic geo and time stamping, the image provides a dynamic record of completion of an assigned tasked which is beyond refute.
- Mobile access to CRM
With a complete picture of service requirements; including skills required, parts needed, mandatory risk assessments, and industry standard documents, field operatives are better prepared to fulfil customer expectations the first time, every time!
- Service Notes and Automatic Alerts
In order to sustain complex service systems, a live data bank of collected knowledge and service information from all technicians is recorded during onsite service visits and recorded in the back office. With collaboration features, your digital system can seamlessly integrate records of service events while providing automatic alerts to customers when a task has been completed or technician is in-route to the site.
With these features integrated into a mobile or tablet-based app, your field technicians can drastically improve safety compliance and improve customer satisfaction with the click of a button. The question then turns to: how can technology or mobile workforce management best provide safety compliance for your business?
How can BigChange revolutionise your safety compliance?
BigChange’s 5-in-1 Mobile Workforce Management platform encompasses a function-rich CRM to meet the needs of your business.
BigChange enables businesses of all sizes to better manage many of the most significant factors influencing the customer experience. With BigChange, your back office can easily monitor that safety protocols have been followed as well as managing the scheduling & dispatch of service requests. This optimises your field based teams’ strongest skills and prevents unnecessary travel.
With BigChange, the point of contact staff can access complete customer histories and ensure all service requests and customer expectations are met the first time, every time. Utilising BigChange’s innovative Mobile Workforce System, contractors are able to deliver the required service, workflow and mandatory safety protocols with ease.
Through the use of an integrated Mobile Workforce Management system, technicians can resolve any service request with the click of a button. Additionally, the use of preventative maintenance workflows directed via the BigChange system dramatically improves the rate in which service technicians resolve all issues fully (first time fix), while also alerting the back-office planner or operator to any upcoming scheduled maintenance.
By improving transparency and collaboration between all aspects of operations through the implementation of BigChange, your business can save 10 hours of travel time, per mobile worker per month while decreasing total fuel costs by 10%!