5 tips for better field service scheduling

Scheduling field service activities is a subtle art that must consider a large number of factors. The latest generation of field service management software simplifies the scheduling process and field service scheduling tasks. However, because they are directly affected, maintenance technicians must also be involved.

Field service scheduling is THE key process for a maintenance department. The right skillset must be assigned to the right job at the optimal time.

And a large number of criteria, some unknown, must be juggled. For example, field service schedules must consider: Technician location, field service technician training, technician expertise, service urgency, likely duration of service activities, traffic and weather conditions, and spare parts availability.

Optimized field service scheduling is directly related to field team and technician productivity and customer satisfaction. The objectives are twofold: increase the first-time-fix rate and minimize technicians’ travel requirements so they can be in contact with customers as much as possible.

Field service management software must integrate these spatial and real-time aspects. It’s no longer adequate to simply create a list of service requests based on when the request came in, then assign it to the first available field service technician regardless of their location.

Field Service Scheduling Challenges

Technician and service team management is essential in many industries, and field service scheduling is vital to this process. However, the process is accompanied by different complicated issues that can cause problems in terms of productivity, cost, and customer satisfaction. These are the major field service scheduling issues that organizations need to overcome to run the field service effectively.

Last-Minute Changes and Emergencies

A well-known issue in field service scheduling is handling schedule changes, such as unexpected service calls or customer rescheduling. These disruptions can disrupt even the best-laid-out schedules, causing delays in service delivery, no-shows for appointments, and resource wastage. Field service teams should be able to manage emergencies in a way that does not significantly affect the regular workflow. Failing to do so can result in long customer waiting times and low technician working rates.

Matching Technician Skills with Job Requirements

It is essential to ensure that the right technician is matched to the right job in field service management, but this is only sometimes possible. Technicians are of different categories, competency levels, certifications, and experience. If not correctly fitted to the job, it will take more time to complete, more callbacks, and a low first-time fix rate.

This is a significant scheduling issue because it directly determines the quality of the service to be delivered and the level of satisfaction that customers are likely to exhibit. Companies must consider each technician’s skills when assigning jobs so that they can produce the best results.

Geographic Distribution and Field Route Optimization

Clients are usually located in a large geographical area, and technicians need to visit all of them, so planning an efficient route is difficult. For instance, ineffective route planning can result in more extended time on the road, high fuel consumption, and fewer jobs accomplished per day. This is especially prevalent where the technicians are expected to move from one appointment to another over long distances, thus spending most of their time on the roads rather than fixing cars.

Field service route optimization is critical in ensuring productivity while reducing operational costs. Solving this field service scheduling issue can lead to timely service delivery and low customer satisfaction.

Balancing Routine Maintenance with Emergency Calls

Another major problem related to field service scheduling is the proper time distribution between the scheduled maintenance work and emergency calls. While some equipment requires planned maintenance, others require emergency calls that interfere with the planned timetable. If poorly managed, this can result in a pile-up of simple tasks or a slow response to an emergency. It is, therefore, crucial to balance between these conflicting objectives in order for organizations to meet operational requirements and customers’ needs.

Lack of Real-Time Visibility into Field Operations

Scheduling is a complex process, and for it to be effective, one has to be able to monitor the technician’s availability, the progress of the job, and the technician’s location in real-time. If this data is available, dispatchers will find it easier to schedule correctly, leading to less overbooking, missed appointments, and scheduling conflicts.

Since schedules need to be monitored in real-time, it can be a hassle to adjust them in case of any changes, making the scheduling process difficult. This scheduling challenge is one of the most significant barriers to productivity and efficiency in this area and can affect the technician and the customer.

Scheduling Field Service Activities

The latest generation of field service management software simplifies the scheduling process and field service scheduling tasks. However, maintenance technicians must also be involved as they are directly affected. 

Field service scheduling is THE key process for a maintenance department. This process must ensure that the right skillset must be assigned to the right job at the optimal time.

However, a large number of criteria must be juggled. For example, field service schedules must consider factors like: technician location, field service technician training, technician expertise, service urgency, likely duration of service activities, traffic and weather conditions, and spare parts availability.

Optimized field service scheduling is directly related to field team and technician productivity and customer satisfaction. The objectives are twofold: increase the first-time-fix rate while minimizing technicians’ travel requirements so they can be in contact with customers as much as possible.

Field service management software must integrate these spatial and real-time aspects. It’s no longer adequate to simply create a list of service requests based on when the request came in, then assign it to the first available field service technician ignoring their  location.

1. Make it simple

Field service scheduling is a delicate operation that requires flexibility. Field service dispatchers must have a single screen that allows them to see all of the information needed to track the progress of service calls in real-time and adapt field service schedules accordingly.

These requirements mean that the field service management software must be comprehensive, yet as easy to use and as intuitive as possible. Field service schedulers must be able to simply drag and drop service calls on the user interface to change appointment times or assign jobs to other technicians. They must also be able to easily see which technicians’ routes will take them closest to customer locations so they can manage emergency situations on a case-by-case basis.

With these capabilities, field service schedulers can set or change service schedules on-the-fly with very few clicks. Clicking on a route shows the associated technician’s availability and workload. Clicking on a service call selects it so it can be added to a route. The software then automatically suggests a timeslot for the service call.

2. Take advantage of AI for Smart Scheduling

With artificial intelligence (AI), field service schedulers have a new kind of colleague. Praxedo designed SmartScheduler for companies that manage a large number of service calls, field operations and need to consider many operational constraints. The automated field service scheduling software uses metaheuristic algorithms that can efficiently deliver results in just a few seconds.

AI engines combine all the necessary field service scheduling criteria, such as travel times and workload distribution among technicians, to quickly create routes and suggest the optimal service schedule.

They also consider business constraints, such as required approvals, when moving scheduled service calls, reassigning service calls, and exceeding technicians’ daily hours.

Scheduling is not static. The intelligent assistant updates schedules throughout the day, integrating emergencies and unforeseen events such as road accidents. However, AI doesn’t replace schedulers. Instead, it informs decision-making and collaborates to create the optimal schedule.

3. Balance recurring and emergency service requirements

Fortunately for field service schedulers, they don’t just manage emergency situations. They also fill technicians’ calendars with preventive maintenance tasks with known frequencies and durations. Because these activities are not emergencies, the field service dispatcher must add them to the right time window.

The challenge is to balance technicians’ workloads with the right mix of recurring and emergency tasks. Field service management software that considers real-time constraints and provides visibility on the progress of already-scheduled service calls is key to achieving this balance.

Field service schedulers must schedule recurring service calls while leaving time for emergency situations that may arise. The Praxedo software automates field service scheduling based on a predetermined time period and frequency for any given site, any single piece of equipment and for the equipment at the site.

4. Focus on the field

Even with AI and automation, scheduling technicians’ routes is difficult. Unforeseen events can mean pre-planned preventive maintenance must be postponed, resulting in non-compliance with service level agreements (SLAs).

Responsiveness is critical for service centers to reduce the reasons for customer dissatisfaction. Schedulers must be able to see all field activities so they’re aware at all times whether field teams are available, on the road, or at a service call and whether they are ahead of or behind schedule for the day.

Field service technicians should always have the last word on schedules, no matter what has been planned at the service center. That’s why field service management software must allow the field service technicians to set their own schedules if necessary. Technicians can use a field technician mobile app to see nearby service calls and assign a job to themselves if they’re available.

More generally, technicians must be involved in the factors that affect field service scheduling. For example, to avoid getting stuck with an impossible schedule, technicians should have a say in assessing the expected duration of a service call. Their contribution also makes it easier to adhere to scheduling policies.

Efforts must also be made to communicate with technicians and ensure they understand that real-time geolocation technology is not a means of policing them, but a way to make their routes more efficient to reduce travel times and improve their working conditions. When field service technicians are less stressed, customers benefit from better service in a true virtuous circle.

5. Make it personal

Field service managers can learn from the past to improve field service scheduling. For example, they can use the dashboards in reporting software to analyze the performance of individual technicians and teams of technicians. If the service manager knows a particular employee takes longer than average to complete a certain type of service call, there’s no point in assigning it to them as a priority. Similar considerations can be applied to technicians who are more efficient in the morning or at the beginning of the week. With this approach, technicians can be offered a schedule that’s personalized for their preferences.

Field service technicians may also have a close rapport with certain customers. For example, they may have established a relationship with the customer over the years or learned their maintenance requirements inside and out. It goes without saying that the technician should have priority for this account when it comes time to schedule service calls. The customer will enjoy more efficient service, and their satisfaction will be enhanced.

Measuring Success: Field Service KPIs for Field Service Scheduling

Field Technician Satisfaction

Organizations can measure this through regular surveys and feedback forms, where technicians can share their experiences and satisfaction levels regarding their schedules, workload, and ability to meet service demands.

Field Service Dispatcher Stress Levels

Track and assess dispatchers’ mental and emotional stress levels through check-in conversations and stress-assessment surveys to gauge the impact of scheduling challenges on their well-being.

Average Response Time

Calculate the average time a field service technician takes to reach a service location from the moment a request is made. This can be measured using GPS data and service logs.

Schedule Adherence Rate

Monitor the percentage of appointments that are met according to the original schedule without rescheduling or delays. The scheduling system data can help you track this.

Team Communication Effectiveness

Evaluate the effectiveness of team communication through anonymous surveys and the number of reported miscommunications or scheduling conflicts.

Cultural Adaptability to New Systems

Conduct focus groups and feedback sessions to measure the team’s adaptability to new scheduling systems and to understand resistance and acceptance levels.

Utilization Rate of Scheduling Software

Track the frequency and extent to which dispatchers and field technicians use the scheduling software. Metrics can include login times, features used, and the number of schedules created through the system.

Regulatory Compliance Adherence

Conduct periodic checks and compile reports to ensure that field service operations adhere to the country’s legal requirements and industry standards, such as labor laws and safety measures.