We all know the old saying, “you can’t manage what you can’t measure.” With that advice ringing in their ears, service managers and business owners are on the lookout for ways to better manage, schedule, and pull reports on their in-house and field service teams. We’ve found that these challenges can be overcome if you can address these 3 keys to managing a service team:
When are your techs available? Are they making the most of their time? Being able to see and schedule work is necessary to keep techs working at peak efficiency and addressing high-priority issues.
When you know the availability of your techs, you can also schedule recurring tickets to be assigned during downtime in order to make the most of time on the job.
eBook - Learn 5 IT Service Best Practices Download eBook
Learn 5 IT Service Best PracticesDownload eBook
Can you see what your techs have been working on and when? Techs are often on-the-go, and their time is at a premium, so the ability to make notes and log their time in the field helps ensure higher accuracy within their tickets.
Software that proactively updates customers as actions are taken helps keep status calls to a minimum. Providing that kind of accountability will build trust between the service desk and your customers.
Where are your techs, and what are they doing? When you can answer that question, you are able to dispatch and divide work among the team.
Visibility also means insight into how the department goals are being met. It’s important to use a software suite that provides managers and business owners with a centralized view of the work being done, instead of having to look at separate applications for the calendar, schedule, tickets, and so on. This kind of visibility helps create a predictable help desk that your customers can count on.
If you’re guessing that ConnectWise provides an easy path to achieving these three keys to service team success, you’re right. But don’t take our word for it, download our Best Practices for Service Management eBook to see 5 more ways to increase client satisfaction and profits.
You can also visit our Resource Center to see more eBooks and case studies, and also sign up for a live demo of the ConnectWise business management platform. The sooner you start measuring, the sooner you can make improvements to your service team management.