Published: 17 September 2024
Field service organizations often deploy field workforce schedule optimization software, only to later revert to manual processes. Customer service and support technology leaders supporting field service can use this research to target areas for optimization and employ techniques for success.
Technology leaders and dispatchers are unaware of the deficiencies in the organization’s current scheduling optimization practices.
Organizations often start a field service optimization project only to lose confidence or motivation and abandon it a few months later.
Some field service application deployments make scheduling decisions in a “black box” (that is, with no transparency) or do not consider factors that dispatchers deem important. This leads to a loss of trust in the system.
Customer service and support technology leaders working to evolve field service management (FSM) scheduling optimization capabilities should:
Adopt a “no going back” approach that starts by setting clear
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