In an ideal world, your service team would arrive at the location, swiftly solve the task, and return back in no time. In reality, things often get difficult. Delays, repeated callouts, and long device downtimes cost you money and make your client upset. Solve these challenges smarter with the following tips.
There are 3 areas to focus on when perfecting your service callouts:
- good preparation for a callout
- smooth completion of the service task
- flawless documentation & client communication
How to make these activities more efficient?
1) Plan service ahead
If your employees go to solve the task blindly, chances are they need to return repeatedly.
Therefore, make sure your technicians get detailed data about the client & the device (including its service history) before they leave for the callout – ideally via your maintenance system. Also don’t forget to provide your technicians with corresponding tech documentation, work instructions, and current monitoring data.
This way, your team always leaves prepared and equipped with all the necessary tools.
Tip! In Lumnio, you can display all the necessary details about the device using the Equipment & Sites modules.
2) Get to the location quickly
Ensure smooth arrival of your team to the device location with precise callout scheduling and planning algorithms. Monitor your teams’ positions on the map, choose the one closest to the client and navigate him to the exact device location with GPS. Remember to take into account travel time as well.
When the technicians are at the client’s premises, direct them to the nearest suitable parking spot and send them the client’s contact info to make work more efficient.
3) Document everything
One of the keys to prevent future problems is good documentation of the technician’s work. Instruct your technicians to take a photo of the serviced device before and after the maintenance task to have proof of its completion for the client.
Furthermore, photographic/video documentation can serve as a basis for following maintenance activities. Store it in your system so your team can access it during future service checks.
Bonus tip! Ask your senior technicians to record their tasks in the field on camera—and turn the recordings into training materials for newcomers in Lumnio within moments. For the employees’ comfort, we recommend using smart glasses for work with a built-in camera.
4) Equip your team with clear instructions and manuals
Your employees need to have access to up-to-date tech documentation to properly complete their tasks. For this reason, it is advisable to create a technical knowledge base in your company’s system—unless you prefer to store piles of outdated paper manuals in your closet, of course.
Moreover, you can boost work efficiency and avoid errors if you create standardized work instructions. Whenever they’re unsure, your technicians just need to follow the approved workflows that guarantee all the tasks are done properly and according to OSH standards.
With maintenance systems like Lumnio, your technicians can even have mobile work instructions handy in the field on their smart devices.
5) Utilize visual remote assistance for service technicians
Sometimes, a technician needs to consult his task with coworkers. To avoid complications, it’s advisable to make the team communication and knowledge sharing as easy as possible.
Therefore, equip your employees with durable smart devices with mobile data, such as industrial tablets or smart glasses. Even some mobile phones may be an option, although it is more useful to have remote visual support and a document sharing option.
Tip! With smart glasses, your technicians can call the HQ hands-free and have both hands available for manual tasks.
6) Fill in the paperwork with ease
To successfully finish the job, your technicians often need to fill in service reports and other forms. The paperwork then takes their precious time that can be spent otherwise.
Consider digitizing your administrative tasks with pre-filled electronic forms, Lumnio form templates, or other digital options to save time & lower your carbon footprint.
7) Good communication
Last, but not least—tip regarding communication with your client. Even though it seems unnecessary, always make sure you are both on the same page and that you meet your client’s expectations. Lots of misunderstandings and frustration stem from the lack of communication. Ask for the client’s feedback.
Ask him/her questions to be able to do your work properly. And build strong relationships with your customers—it’ll pay off in the future.
Interested in the topic? Also read how to prevent repeated technician callouts.
