The complexity of accurately aligning service demand, consisting of the backlog and pipeline of work orders, with service supply, consisting of technician skill set, availability, geography, and inventory, continues to plague many labour-intensive field service organisations. More often than not, this challenge is the result of not having adequate technology solutions in place to optimise field service scheduling and routing operations in real-time.
As OEMs and independent service organisations (ISOs) continue to vie for market share in a landscape of increasingly commoditised products, they have begun to search for revenue and profit margin within their aftermarket service operations.
These leading firms have found that by optimising the scheduling and routing of field service engineers to job sites, they can achieve higher productivity, reduced service costs, and increased performance and profitability. Scheduling and routing optimisation solutions match technicians with work orders based on technicians’ aptitude, proximity to the job site, availability of service parts, and overall cost of service.
Evidence of the increasing strategic importance of scheduling and routing optimisation solutions includes:
- 83% of leading companies indicate that field service optimisation is core to improving their competitive positions.
- 74% of good class companies optimise their field service operations to increase overall profitability.
Those companies that Aberdeen interviewed that saw an improvement from scheduling and routing optimisation solutions had chosen providers that addressed some combination of the following features and requirements:
- Field service scheduling optimisation
- Mapping and route optimisation
- Demand forecasting and capacity planning
- Service parts inventory management
- Reporting and analytics
- Integration and services
This report serves as a handbook for enterprises looking to invest in field service optimisation technology, and provides companies with some of the quantifiable benefits they can expect from investing in a solution. In addition, the report includes frameworks to help enterprises assess their scheduling and routing competence, scope solution requirements, and select a fit solution.
The Aberdeen field service scheduling and routing optimisation solution selection handbook is available from Astea .