5 techniques for improving technician efficiency with software
You’ve decided to implement a new software solution for managing technical interventions, and you’re waiting for its return on investment? Here are 5 tips to help you understand how this solution can make your technicians more efficient in the field.
1: Simplify the reporting stage
All technicians are required to draw up a service report. Not only does it provide the customer with information on the work carried out, but it also gives you useful traceability so you can keep track of your customers’ files and guarantee them the best possible support.
With software like Praxedo by Luxfactory, you can deploy a single reporting template. By standardizing the process, all teams have much simpler access to information. On the technicians’ side, this saves them a considerable amount of time, enabling them to concentrate on customer satisfaction and the quality of their work.
2: Integrate photo-taking capabilities
The mobile application associated with your service management solution should enable you to take photos. These can be added to the report, or sent to the office team, so that any problems can be reported more quickly. With these photos, you streamline communication in general.
Photos of interventions can serve several purposes:
- Create a before-and-after picture to keep a record and avoid any potential disputes
- Illustrate a breakdown
- Enhance traceability of actions taken
- Enrich the company’s knowledge base and even serve as a training tool
3. optimize schedules
Technicians will naturally perform better if their daily rounds are optimized. To achieve this, it’s a good idea to use technical intervention management software capable of cross-referencing customer orders with technician schedules, and taking into account distances and mileage to help you make the best choices.
In this phase of schedule management and optimization, nothing should be left to chance. For example, we also take into account the traffic situation on the outskirts of major cities during rush hour, or the complexity of each intervention and the time it may take.
4. Know the equipment on site
Before sending a technician to work on a customer’s site, it’s a good idea to take note of the equipment on which you’ll be working. By anticipating this, you can ensure that compatible spare parts are available in certain cases. Thanks to this, the problem can be solved in one intervention instead of two.
If you take into account the nature of each piece of equipment, you can also more easily assign the right technicians according to their knowledge and specialities, especially when it comes to more complex or specific installations.
Linking the software to the CRM, for example, can enable you to combine intervention data with customer information. Finally, ensuring that the right documentation is available on the technician’s application also helps to simplify his work on site.
5 – Train your teams
Training is an essential part of improving the efficiency of technicians in the field. Of course, technical training comes to mind first and foremost, to enable them to carry out all maintenance and repair tasks, as well as to understand how all the equipment with which they are confronted operates.
But technicians can also be trained in the use of IT tools, to help them produce more accurate reports, report all information in the most optimal way, and communicate effectively in the event of a problem or incident. Better familiarized with the tools at their disposal, technicians will be more at ease in their mission, and better able to work quickly and efficiently!