A recent article from Field Service News mentions four issues that have the potential to derail a successful transition and adoption of the cutting edge employment concepts embodied by Workforce 2.0. Experience in this field and through the development of tools designed to help integrate crowd service solutions has shown how right it is to be concerned. That is why we took and continue to take any and all apprehensions into account when designing and reenvisioning what our software can offer. Here are the issues managers are facing and how Coresystems strives to address them.
1. Failure to fully vet individual technicians doing the work
Not all technicians are created equally. Any manager assuming that all service technicians have the same level of expertise, experience, and skill will most likely be disappointed. That is why crowd service tools rely on integrated ratings system that allow end customers to provide feedback on their service experience. The resulting comprehensive overview makes it possible for companies to provide essential training to technicians to expand their skill sets and improve the service experience. Furthermore, based on the feedback collected, AI-powered software can allocate projects and tasks to freelance technicians while taking into account their experience and expertise. This means that the vetting process is ongoing, which gives companies and service technicians the opportunity to learn and improve together.
2. Failure to train and onboard technicians
Service technicians are the face of the company in the field. As such, it is crucial that they align with company values and policies to provide the best service possible. Through development and integration of eLearning tools, crowd service software provides freelance technicians with the information and skills they need for the job. Once technicians have completed their eTraining and passed an exam to test their skills, they can be awarded a certificate and approved to carry out projects and jobs requiring this acquired knowledge. This gives both companies and technicians the confidence and assurance that customers will receive first-rate service.
3. Failure to communicate with contractors
Communication is the most essential element of quality service. Without proper channels of communication, service technicians are more likely to waste time and even make mistakes.
Effective crowd service software often incorporates a workflow feature that allows companies to set up activity workflows. In this case, workflows might include information about the sequence of the service process like accepting a task and traveling to the service site. The company can then share these with on site technicians so that they can complete all activities in alignment with standard business procedures. Likewise, service technicians have the opportunity to relay information back to headquarters. This information may in turn be shared with clients to keep them abreast of the complete service process.
Coresystems has taken the value of communication even one step further. Through integration with Augmented Reality Tools, we have made it possible for service technicians to access remote assistance
while on site. This video assistance tool provides freelance technicians with augmented remote guidance and gives field workers the opportunity to get expert advice and suggestions from offsite specialists. The combination of these tools has led to marked improvements in communication, first-time-fixes, and overall customer satisfaction.
4. Failure to integrate contract or crowdsourced technicians into their service delivery process
It would be a serious mistake to consider your crowd of external technicians as nothing more than outside help. Remember, they are representing your company when on the job. As such, they should be wholly integrated into your business.
Companies can devise their own lists for freelancers, which include vital information about performing each task assigned. This not only ensures compliance with SLA agreements, this structured and methodical way of tackling assignments also increases the first-time-fix rate. This is why best practice crowd service software incorporates checklists. This guarantees the kind of uniformity and accuracy that leads to dependable results and satisfied customers.
Just as Workforce 2.0 is evolving to accommodate the new technology giving rise to freelance and remote work economies, Coresystems software is also in a state of progress and advancement. As new concepts for service provision arise, we adapt our software to offers the best solutions possible to emerging challenges. Our team is constantly envisioning new ways to help companies integrate crowd service solutions while avoiding missteps and roadblocks along the way. We are confident that successfully adjusting your business practices to thrive in the age of the digital transformation is wholly dependent on implementing tools that keep pace with digitalization’s demands and opportunities. And creating and refining these tools are what we at Coresystems have made our top priority.