Workforce management software is a sizable investment. How does a field service organization maximize the ROI on the investment?
Maximizing ROI begins before the implementation of workforce management software. It starts in the sales-cycle. Workforce management software solutions can have a fundamental impact on culture and the way people work so key stakeholders should be involved at the beginning and throughout the duration of the process.
Once your field service organizations has invested so much time, cost and effort in implementing a workforce management software, you must take active steps to ensure the knowledge to use and optimize its performance is retained.
To combat the loss of knowledge:
- Hire workforce managers and empower them to address employee issues, such as non-compliance to a scheduled route, quickly.
- Offer certification classes to employees most involved with the software, and incentivize them to complete the process.
- Offer opportunities for employees to gain additional knowledge through vendor or industry events, like user conferences and webinars.
- Develop policies that dictate employee interactions/utilization of the software.
- It’s critical to create policies and procedures that discourage ‘breaking the software’ or manually circumventing the software.
- Policies, especially those that are supported by executive buy-in, minimize misuse of the software, such as making manual schedule moves, or disregarding the automation and optimization logic of scheduling software.
To achieve the highest return on investment and meet key performance indicators, each field service organization must drive adoption of the workforce management software with managers, field resources, dispatch and call center personnel.
Key tips to driving adoption of your maintenance scheduling software:
- Involve key stakeholders from the selection process through ongoing, daily utilization of the workforce management software. Buy in and support from the top throughout the organization encourages adoption and proper management of the workforce management software, raising the potential ROI.
- Once workforce management software solution is deployed, maintain it and the associated processes. It won’t change and adapt to your changing service environment all by itself.
- Offer continual training on the workforce management software to combat knowledge loss. Personnel who don’t know how to use the software won’t use it. They’ll fall back to manual processes and create hidden factories to get their jobs done. That extra effort will impact your ROI.
- Develop policies that dictate employee interactions and utilization of the software that discourage manually circumventing the software.