The Field Service Industry has set the bar high for service level agreements. Companies using Field Service Software are performing well because they have the right tolls and systems in place. This video helps explain why Field Service Software will help you write a better SLA and full fill those agreements at a higher percentage […]
A service level agreement can be as simple as a promise like “Always on time, or you don’t pay a dime!” or as complicated as a 20-page business contract. In either case, it carries a huge amount of influence. It helps the customer set reasonable expectations based on the provider’s promises and holds the provider accountable to an agreed standard of performance. The field service industry has set the bar high for Service Level agreements. Companies using Field service software are performing well because they have the right tools and systems in place.
So, how can Field service software help you better fulfil your customer’s expectations and compete in the marketplace? First, update your Service Level agreement. You may have written your first SLA based on what other companies were doing, or what you thought the customers would expect. Those expectations may not be true to what your business can deliver. First, go back through the data archived in your Field service management system. Evaluate work order duration, first-time fix rate, wait time, and other statistics.
Use these findings to set SLA standards that challenge your technicians, but are realistic. Second, use your software’s real time visibility function. This will help dispatchers track vehicle location, job status, and technician performance, so they can monitor SLA compliance proactively instead of reactively. Information like this can be used to reroute technicians in order to prevent delays. Extending such visibility to your customers can also help put them at ease.
This can be accomplished through a self-service portal. SLA compliance isn’t just about hitting a benchmark, it’s about delivering the quality of service that your customers expect. Set SLAs that delight and impress customers, but are still practical. To find out more about SLAs or field service management software, check out our website, TechnologyAdvice.com, where we can help you find the technology that fits the needs of your work.
The Field Service Industry has set the bar high for service level agreements. Companies using Field Service Software are performing well because they have the right tolls and systems in place. This video helps explain why Field Service Software will help you write a better SLA and full fill those agreements at a higher percentage with a FSM platform.
Check out our website for a guide to the best field service management software.
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