Four ways to motivate your workforce

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It’s no secret that the importance of creating an excellent team is one of the most significant factors of running a business.

Any company is only as good as its workforce so it’s vital that you invest time in helping develop and cultivate the individual members of your team.

Of course, this doesn’t happen overnight. It’s a continual process that should be built into your business operations and the culture of your company.

Here are some simple things you can do to motivate and inspire your workforce, enable them to excel at their job, and feel excited about working for you and their role within your company.

Praise success. Regularly! It sounds logical but praising, thanking, or even simply acknowledging great work is often overlooked. Most workers thrive on feeling appreciated; ways to do this can include company award ceremonies and doling out gifts; but the impact of smaller, more meaningful gestures shouldn’t be underestimated. Sending a thank you email, recognising achievements in newsletters and on social media, or shout outs in team meetings will also go a long way to making your workforce feel appreciated and respected.

As Sir Richard Branson said: “When you lavish praise on people, they flourish. Criticise, and they shrivel up.”

We have talked about the importance of saying thank you here.

Inject some fun. Hard work certainly pays off but encouraging your workforce to enjoy themselves on occasion will increase the productivity levels of their work, and overall life and job satisfaction. Field service workforce members work alone much of the time so organising regular get-togethers, such as monthly lunches, or activities like bowling nights, barbeques and picnics can be the kind of thing they will look forward to and enjoy. Remember, the happier your workforce is, the more engaged and productive they will be.

Support development. Investing in continuous professional development and training will not only make sure your workforce stay up-to-speed with the latest technology, skills and systems, but will also demonstrate that you’re committed to helping them be the best they can be. Proving the opportunity to expand their skill sets and progress within your company will motivate your workforce and, in turn, they will strive to achieve the goals and targets you set.

Provide the right tools! If your field service workforce are bogged down with unnecessary paperwork, take time searching for directions, or are unable to access a customer’s property to complete a job they’ll not only get frustrated and demotivated but they won’t make best use of their time, which will impact on your bottom line.

Wayforce field service software will help your workforce operate at their optimal level. Your field workers can quickly and easily update customers, allows them to manage paperwork quickly and easily, and boosts the amount of work they can complete.

Ultimately, motivating your employees isn’t a selfless gesture; it will make your workforce stronger, increase their efficiency and productivity, and help your business thrive.

Get in touch to schedule a free demo and #WayTheForceBeWithYou!

 

Do you want to sell more to your existing customers?

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Most businesses would say yes to this question, but many are missing a golden opportunity to do so, if this applies to you, how would answer the next question?

Does your workforce recommend your other services or products when out on their daily jobs?

If they’re not, you’ll undoubtedly be missing some potential revenue generators. Your field service engineers are well-placed to be your sales ‘army’ given they have an advantage that the rest of your organisation misses out on: they are usually the most trusted person in the customer’s entire relationship with your company because they have that all-important face-to-face interaction.

With the right training and the proper tools, your workforce can support your sales team, customer service representatives, and marketing campaigns while contributing to your revenue.

Here are four simple ideas to get started.

Teach them that selling is everyone’s responsibility.

Many employees don’t make the connection between their role and the importance of sales. It’s your responsibility to help them connect the dots to understand how increasing sales will benefit everyone by creating security, stability, and opportunities. Celebrating the successes of non-sales staff who help generate more business will reinforce this into the culture of your company.

Train them how to spot sales opportunities.

Every member of your workforce should be on the look-out for sales opportunities. Make sure they’re familiar with all services and products so that they can prompt customers during conversation and make sound recommendations. Bring together teams from different departments to discuss company news, developments and ideas to provide your field service workforce with information that they can share with customers to glean valuable feedback.

Get your processes in places.

All too often information from one section of the company doesn’t flow to other areas so having a simple process for how your workforce shares customer and market feedback is vital. For example, if a customer makes a suggestion for a service improvement you need to make sure this information gets to the relevant team. Likewise, if a customer passes on praise you’ll want your sales and marketing team to hear about it. Your marketing team may have a subject for a testimonial or case study and your sales team may have a reason to ask for referrals.

Offer incentives.

By providing incentives that are measurable and achievable you can ensure that your workforce is motivated to contribute.

After all, your field service workforce engineers are the face of your company and with this responsibility resting on their shoulders it’s only fair to give them recognition for their valuable role in your business. Between managing customer expectations and undertaking complex installations and repairs, their jobs are probably a lot tougher than you may think!

However, with training and by using the right field service software you can ensure that your workforce can communicate efficiently with the relevant teams in your business for the benefit of all. And, if you’re after a specific function, we can build bespoke add-ons to suit your precise requirements.

Get in touch for a free demo and #WayTheForceBeWithYou!

Making the field service software switch

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All businesses experience cycles of activity. For those in the gas and heating industry it’s often the summer months when things slow down while others, such as the pest control sector may find winter brings a lull in custom.

So, what do you do during the quieter times? Do you take time out and relax, or do you take the opportunity to do something else?

It’s these quieter times that provide the ideal window to assess your operations and review your work processes and business objectives. By comparing the way your business operates and its progress made against your business plan, you can highlight areas where improvements are needed.

A business with smoothly-executed operations is essential for workforce efficiency, optimised productivity and, ultimately, increased profitability.

This is where a review of your field service management software may be useful. Field Service technology is integral to the smooth running of your business and ensuring it’s fit for purpose is an astute move. If it isn’t performing in line with your business needs, it’s time to consider switching providers.

And what better time do this than those slower months, so that you have the resources to review your requirements and implement changes in readiness for the inevitable increase in work load.

We have talked about this previously here.

When changing your field service software consider this:

Be prepared to change. Beginning your journey to improving your mobile workforce operations is likely to involve changing both the processes your staff follow and getting to grips with how the new software works. Being prepared and communicating the changes to everyone involved will make the whole process a lot easier to manage.

Take time to train. Refreshing employee training will be necessary when implementing new field service software. You need to make sure all parties, including office staff and those working out in the field, are using it effectively and confidently so that it reaps the best possible benefits for your business.

Switching your field service software could be the best move you make to secure the future success of your business; and doing it during your slower months is an ideal time!

Workplace efficiency is essential for the growth of your business and our goal is to help you manage your workforce as effectively as possible with our field service management software.

The Wayforce field service software is easy and swift to implement for businesses across all sizes and sectors, it offers precision to your scheduling process, and will improve the use of your workforce as well as customer satisfaction.

If you’re after a specific function, we can build bespoke add-ons to suit your precise business requirements.

It’s the answer to keeping your workforce troops out in the field, where they need to be and at the right time. Take control, no other field service software technology beats this.

Get in touch for a free demonstration and #WayTheForceBeWithYou!

Remove the frustration of no shows!

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There’s nothing more exasperating than being unable to access a customer’s property or premises to complete a job. Time is precious, and delays are costly for everyone involved.

But, last-minute cancellations and no-shows are inevitable. Plans change, things crop up unexpectedly, and sometimes the customer may forget about the appointment.

Common reasons include poor communication between your workforce and the customer and overly long appointment windows with no fixed time for arrival.

If your workforce is running late, perhaps because of heavy traffic or leaving a previous job later than expected, and don’t send a notification, the customer may assume they’re not coming and cancel.

It’s true that most of us don’t like to wait! Your customers may book time off work or rearrange plans to be home for the appointment but if they have no firm time there’s a risk that they’ll get tired of waiting and cancel.

Field service can seem unpredictable at times, and while customer cancellations will occasionally happen, there are ways to minimise them.

With Wayforce field service software, it’s possible to predict no-shows or prepare for them in case they occur.

Three ways to predict and prevent no-shows

Real-time tracking. Allowing your customers to track your workforce’s route gives them the flexibility to do other things while they wait. The customer will know exactly where the engineer is and when to expect them by being able to track their location on map on a mobile device. You could also send a text notification to alert customers when the engineer is on their way.

Mobile communication. Your workforce and your customers should be able to use a mobile app, call or text to communicate with each other when necessary. If your workforce is running late, they should let the customer know and confirm a time of arrival.

Using reminder notifications will also minimise the risk of last-minute cancellations. It’s a good idea to send a reminder the night before and give the customer the option to cancel if needed. This will allow you to revise the working day schedule.

Collecting data. Understanding your customer’s and their service history will equip you with the knowledge to be able to predict the possibility of a no-show. By collecting and using this data you can prioritise jobs with lower cancellation rates and adjust the schedule accordingly.

By collecting the right data and using the right field service software, you can create an efficient schedule with limited cancellations.

Wayforce field service software can greatly reduce the risk of cancellations and no-shows. Rather than having to go back to square one each time an appointment changes its intelligent online scheduling allows you to constantly optimise all your resources, adjusting to changing requirements such locations and skill sets with speed and agility.

This gives you the flexibility to reduce unnecessary delays and cancellations and deliver an excellent customer experience.

Want an in-depth look at how we can help you remove the frustrations of appointment cancellations and no-shows?

See how it’s done with a free demo and #WayTheForceBeWithYou.

A quality workforce to be reckoned with

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Heating firm seals exceptional customer service with Wayforce field service software.

Gas installation firm, Quality Heating Services, has cemented its excellent customer service reputation through its long-term adoption of Wayforce field service software.

The Buckinghamshire-based company, which employs over 85 engineers and a further 18 office-based staff, have embedded the system over the past eight years.

The use of the software has ensured the company deliver an excellent level of service for customers while ensuring smooth engineer operations and the ability to fulfil all contractual requirements.

Mario Pascoe, Director of Customer Service, said: “We attend over 90,000 services each year for our social housing and private sector clients. The Wayforce field service software has become integral to our business and underpins the operations of our social housing heating engineer workforce, allowing us to plan where our engineers need to be, monitor the status of all jobs, and ensure that they’re making the best use of their time.

“This makes perfect commercial sense for us and has undoubtedly helped us to improve our competitiveness; we’ve seen the success rates in winning tenders increase significantly.”

Quality Heating Services has been established since 1995 and provides specialist Gas Safe approved central heating maintenance and installation services for local authorities and housing associations based across London and the South East of England. They also provide around-the-clock emergency breakdown cover for domestic and commercial heating systems.

The Wayforce field service software has also helped Quality Heating Services fine-tune communications between its office-based team members and the mobile workforce to ensure installations, services and repairs are managed and reported effectively.

The company has been using Wayforce field service software so successfully that they’re now in the process of upgrading it with a bespoke add-on to suit their specific business requirements.

Mario explained: “The Wayforce team are truly exceptional at providing a first-class product and service and we’re now working with them to upgrade the software so it’s tailored to our exact requirements. They really listen to us, understand our business needs and always provide pro-active advice.”

To see how Wayforce field service software can help your business get in touch for a free demo and #WayTheForceBeWithYou

Get your workforce on excellent form – all the time!

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There’s no longer any room for excuses to provide anything less than a professional service. Your customers expect it and, undoubtedly, it affects your reputation and ultimate success.

However, the nature of the jobs your workforce undertake can often result in mess, dirty-looking uniforms and paraphernalia, along with scruffy paperwork, certificates and other documentation.

While this is certainly no fault of your workforce, good appearances and professional documentation are important; you want to ensure that your customers are left with a long-lasting good impression of your company.

This is where digitalising forms, certificates and other documentation can help.

Few things create a worse impression than handing over scruffy and battered certificates after carrying out services, repairs or inspections. Whether it’s a new installation or repair and maintenance works, your customers should receive clean, crisp and legible documentation. This is particularly essential for documentation that evidences compliance and statutory requirements such as gas safety LGSRs (CP12) certificates.

But, it’s true to state that traditional paper pads and forms can easily get battered in work vehicles and often get covered in dirt and grease, while poor handwriting impenetrable jargon and bad spelling or grammar all contribute to making reading certificates difficult.

With Wayforce field service software, every document produced will be presentable and legible.

Auto-filled information is standardised, making every certificate easy to read and understand, and the need to print out is removed – copies can be sent to all concerned parties in a heartbeat and stored on a computer instead of in bulky filing cabinets.

The need for your workforce to take copies of documents back to the office is also removed as the files can be made available to your administrative staff the moment they are completed.

What are the other benefits?

Personalised branding. With digital documents you can give your customers certificates and other paperwork that are branded with your company logo and other important information like contact and VAT details. Customising these documents with your field service company’s name and colours ensure that the certificates are unmistakably yours and contributes to presenting a professional service and image.

Streamline your data. Digitising your documentation will transform your operations and optimise the collection and processing of your field service data. It will allow your workforce to capture information on their electronic devices like tablets and phones, when out on the field; automatically reschedule appointments; remove the risk of losing vital information; and seamlessly fit into the rest of your workflows and systems.

Meet your environmental credentials. Using digital documents eliminates the need for paper; this will improve the carbon footprint of your field service business, allowing you to work towards a more sustainable world and meet any carbon reduction measures and environmental standards you’ve got in place.

Digital documents and certificates can address many of the day-to-day pain points you face while operating a modern field service business. With all of these benefits, you can ensure that your field service workforce is always providing the excellent customer service that is expected while projecting the glowing professional image that your business deserves.

Get in touch for a free demonstration and #WayTheForceBeWithYou!

Scheduling your troops the Wayforce way

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We unveil a new Wayforce scheduling feature!

We understand that in today’s marketplace there is constant demand to increase productivity and reduce operating costs.

That’s why we’ve launched a new scheduling feature to the Wayforce field service management software, which will make running your business even easier.

The scheduling feature will help to enhance your customer service while handling complex customer demands and the logistics of managing your field workforce.

How does it work?

  • The Wayforce workforce management software intelligently manages all the details about your field workforce including skills, locations and diary commitments.
  • It automatically matches the workforce details to create and schedule jobs.
  • Wayforce can schedule jobs, including service covers and gas safety LGSR’s ( CP12) certificates that are required annually by law, into the system for as long as your customers contract is active.
  • If a job can’t be completed it will automatically be rescheduled ensuring that customers don’t get neglected.
  • Automatically reschedule No Access visits.

Workplace efficiency is essential for the growth of your business and our goal is to help you manage your workforce as effectively as possible with our field service management software.

This new feature offers precision to your scheduling process and will improve the use of your workforce as well as customer satisfaction.

It’s your answer to keeping your workforce troops out in the field, where they need to be and at the right place at the right time.

Take control, no other field service software technology beats this!

#WayTheForceBeWithYou and get in touch for a free demo.

Good behaviour is best for business!

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There’s no two ways about it, all aspects of your workforce’s behaviour can have a huge impact on your company. From the way they drive the company vehicles to the way they treat your customers; it all counts. They are, in effect, your brand ambassadors and have a lot of clout with the impression your company makes!

It’s essential that your workforce knows what’s expected of them when out and about on the road and when dealing face-to-face with customers, as bad habits really can be bad for business in more ways than you might think.

Consider your company’s:

Reputation. Having your workforce out on the road every day with your company brand emblazoned on uniforms and vehicles is a fabulous marketing tool! But what happens if a member of your workforce is found to be driving recklessly, or being unpleasant to your customers?

Bad behaviour, unintended or not, can ruin the customer’s experience and their journey with your business. This, in turn, may create ill-will and even negative publicity which will only damage your brand. It’s more important than ever for your workforce to refrain from doing anything, both on and off the road, that could be perceived as offensive.

Profitability. It’s well-documented that careful driving will save costs in term of fuel expenditure and long-term maintenance costs. Clearly, a safer driver is also less likely to have accidents, which will therefore reduce your risk of incurring inflated insurance premiums. Making such savings can only be good for your company’s bottom line.

Productivity. Aside from creating a negative first impression with customers, the impact of bad timekeeping is often higher than many expect; a few wasted minutes here and there all adds up and will certainly impact the productivity of your workforce. Poor punctuality by a few will also place additional burdens on the rest of the workforce, dent performance evaluations, and may impact customer feedback.

But, it’s impossible for your workforce to know what to do and how to ensure the above issues are considered thoughtfully without clear guidance and systems in place throughout your company.

That’s where Wayforce field service management software can help. Our system is affordable and easy to implement for businesses across all sizes and sectors and allows you to monitor where your workforce is and the status of all jobs, addressing vital time-keeping needs. Even your clients can check their progress and leave feedback with our smiley face system before they signoff a job.

Your field workers can quickly and easily manage their paperwork without having to make visits to the office, which significantly boosts the amount of work they can complete in a day. And, if you’re after a specific function, we can build bespoke add-ons to suit your specific business requirements.

Don’t let bad habits or behaviour tarnish your business. Get in touch for a free demo and #WayTheForceBeWithYou!

Ways to plan for winter demands

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Winter has been with us longer than usual this year and as a gas and heating contractor, you’ve probably been running at full capacity with a deluge of heating repairs and installations for the duration.

Additionally, the frequency of extreme weather events, like snowstorms and freezing conditions, will contribute to an increase of emergency jobs that need to be factored in to your workforce’s schedule.

While this is certainly good for business, it may well have been overwhelming to manage the influx smoothly and efficiently. However, the season will eventually change and with it bring quieter times where you can take the opportunity to review your current situation and put in place strategies to protect, and even grow your business, all with an eye on preparing for the next busy winter!

What can you do now?

Be prepared! Winter (generally) arrives at the same time every year so it makes sense to develop a plan during summer to make sure that you can handle unexpected increases in demand and make sure customer service remains top-notch during your busiest times.

Invest in your field management software. Can it be better? Can it be developed to further improve your workforce field management during peak times and avoid a potential winter of discontent?

Wayforce field service management software helps you to keep tabs on sales and bookings and allows you to track your workforce throughout the year. Your field workers can quickly and easily manage their paperwork without having to make visits to the office, which significantly boosts the amount of work they can complete in a day. And, if you’re after a specific function, we can build bespoke add-ons to suit your specific requirements.

Train your staff. The quieter months are a great time to invest in your workforce’s training and make sure all systems are being used correctly to maximise your business’s efficiencies and customer satisfaction levels. Think especially about how to increase productivity that will ensure more work can be taken on during peak times while reducing potential problems and hassle!

Encourage maintenance all year round. Flurries of work may be the norm during winter in the gas and heating industry, but it’s important to ensure a steady level of business all-year round. Convincing customers to have their boilers maintained and certified during the summer months may be a challenging task but, if done well, you’ll create an excellent business opportunity. So why not use the slower months to target your customers with a personalised offer and schedule in those maintenance service jobs?

#WayTheForceBeWithYou and get in touch to request a free demo to see exactly how you can avoid a winter of discontent!

Go paperless and reap Wayforce benefits

Go paperless with Wayforce

Before job management software like Wayforce came along, workforces out in the field had to carry around lots of paper. Lots of it!

This could vary from job sheets, reports and surveys that had to be completed and signed, to certificates, invoices and receipts that that had to be filed or posted.

While the need for this documentation still exists, Wayforce field service software removes the need for these documents to be in paper. Instead, your customers can sign off service reports and surveys on your worker’s mobile device while invoices and receipts can be stored electronically and emailed.

The savings of going paperless includes reducing the cost of the paper, which can be substantial, and the cost of office supplies like ink cartridges and upgrades or replacements to office equipment, such as printers.

However, the benefits stretch even further!

Improving the bottom line. Wayforce field service software lets you invoice quickly and easily. Speeding up the invoicing process means getting paid sooner, reducing debtor days and improving your bottom line. Now you can’t go wrong with that!

Easing administration burdens. Getting buried under mountains of administrative paperwork, wrestling with clunky filing cabinets, fiddling with error-prone manual processes, and deciphering hard-to-read handwriting are all tasks firmly in the past! Instead, Wayforce field service software manages it all for you so you can spend your time serving customers or working on other business priorities.

Increasing business efficiency. Digital documents are much easier to manage and store than paper ones. Having documents available to access and share with your customers and employees regardless of the location, improves team productivity and makes for a much a better customer experience.

Being environmentally responsible: Reduced use of paper and printing means fewer trees will be cut down to produce paper. It’s that simple! Moreover, demonstrating that you operate efficiently and produce less waste could see you eligible for various tax rebates and relief schemes.

Securing your data. Wayforce workforce management software stores your data safely so documents can no longer get lost. Everything is retrievable, and the flexibility and scalability offered will allow you to improve your flow of communication with confidence.

To sum up, reducing your use of paper brings a number of tangible benefits that will contribute to improving all aspects of the service that you provide for your valued customers – no business can afford to ignore that!

#WayTheForceBeWithYou and do get in touch to request a free demo.