7 Strategies for success
Stay on top by focusing on what’s in your control
ServiceChannel
ServiceChannel’s knowledgebase of history from millions of work orders delivers the industry’s broadest, most objective overview of what constitutes great service.
Within this broad context, an individual provider’s performance record will inevitably be impacted to some degree by customer performance. For example, the time it takes to complete a work order may depend on how long it takes the customer to approve a proposal.
In supporting providers who serve our managed customers,ServiceChannel Provider Development Team has identified series of strategies based on just those factors in your control — strategies proven effective in keeping your performance scores competitive.
Strategy #1
Establish a protocol to respond to work order requests within a half day
- Set up a process to closely monitor incoming work orders
- Assign a team member to be ready to review and respond within 4 hours
- Accept work orders that you know you can complete
Strategy #2
Mandate check-in and check-out of every work order
- Mandate for both maintenance and repair work orders
- Use the same method to check-in/out — ideally with the provider mobile app
- Set up technician accounts for full mobile app access
- Offer mobile app training and set expectations
- Include mobile app use in technician performance reviews
- Learn and address what might be preventing technicians from using the mobile app
- Lack of awareness or training
- Technical issues or limitations
- Lack of standardized procedures
- System access limitations
- Low accountability or oversight
- Inconsistent communications
- Provider turnover or role changes
- Customer expectations
- Time pressure
Strategy #3
Prioritize & escalate urgent service requests
- Have a priority queue and procedure for urgent requests
- Accept work orders tht you can execute on time
- Use the provider mobile app to alert technicians and customers
- If there are trades, clients, or timelines that will not work for your business, make this clear to your customers
Strategy #4
Streamline your process for proposals
- Have a process for creating proposals within 3 days
- Clearly define the scope of work to avoid delays
- Assign a reviewer to verify before submission
- If you have an integration with ServiceChannel, use the new proposal creation API for standard proposals to avoid double data entry
Strategy #5
Streamline your parts acquisition process
- Keep frequently needed parts available, in the truck or in the shop
- Use expedited delivery whenever available
- Maintain a preferred vendor list with expedited delivery options
- Track inventory levels closely and reorder proactively
- Assign a dedicated team member to manager parts procurement
- Encourage your clients to use ServiceChannel Asset Manager so you know what parts to stock
- Keep the work order updated with edits and notes
Strategy #6
Assign work orders immediately after proposal approval
- Use the ServiceChannel automated workflows to trigger technician assignment post-approval.
- Keep the work order updated with edits and notes
- Notify technicians instantly via the provider mobile app or email
Strategy #7
Schedule technicians to arrive BEFORE the schedule date/time
- Build buffer time into scheduling to allow for early arrival
- Use route optimization tools to plan travel efficiently
- Monitor arrival times and provide feedback to encourage punctuality
Develop a plan for ongoing improvement
Identify areas for improvement. Use your scorecard!
Prioritize the 7 strategies. Start with the areas that need the most work or provide quick wins.
Engage your team. Show your team the role they play in keeping your scores on top:
- Dispatch
- Accept work order requests you can fulfill
- Promptly respond to urgent work order requests
- Promptly assign work orders with approved proposals
- Admins
- Submit complete and accurate proposals
- Maintain supply of often needed parts
- Technicians
- Check in/out with every work order
- Arrive before the scheduled time
Monitor over time. Stay vigilant! Assign a team member to monitor your scorecard and establish a clear cadence.
