The customers want their problems fixed as soon as possible. Therefore, you need your technicians to be always available. If they're up to their eyeballs in paperwork, however, their work efficiency slumps.
How to solve the situation? Digitization may be the answer.
Can you digitize maintenance?
Some say the maintenance tasks simply can't be digitized. On the contrary. The maintenance is not just about a technician picking up some manual tool and fixing things. Both the maintenance managers and service technicians also deal with loads of administrative tasks on a daily basis. Be it work assignment or filing in service records. And those are the activities you can do more efficiently.
There are plenty of tools that can help you with that. From classic information systems to specialized maintenance systems such as Lumnio.
Which activities should be digitized?
Maintenance systems can help you in a variety of ways:
Speeding up checks and report generation
Replace your pen and paper with electronic records. These can be viewed at any time by both a technician wearing smart glasses and his manager on a computer at the company headquarters. In specialized apps, such as Lumnio, you can simply generate a service protocol and send it to the customer right away.
If you're responsible for the maintenance of more devices, make their identification easier with a QR scanner or an application that supports OCR (Optical Character Recognition). Some systems also support GPS functions so a technician automatically sees only the machines in his proximity.
Even the actual service call or device inspection can be sped up if your technicians have access to the tech documentation directly in the field (e.g., via tablet). That way, they no longer need to go through paper manuals anymore - they simply view all the manuals and other information about the device in your system, just in a few clicks.
Workflow standardization
Two minds don't think alike - and their approach to the tasks at hand may vary. That can, however, be a problem when you do inspections or preventive checks. Hence, it is advisable to standardize selected workflows.
Digitized workflows are going to come in handy during both training of new employees and their first callouts. Furthermore, standardized tasks can be evaluated more easily - and you can boost your employees' performance by setting up KPIs.
More efficient complaint management and prevention
Not only do complaints have negative impact on your reputation in the eyes of the customers, but they also create additional costs. Why? For a couple of reasons: more paperwork, delays, and repeated callouts. Lower needless administrative burden on your technicians with smart systems. Try these tips:
- Send your team automatic notifications about necessary revision checks so that they keep the devices in perfect condition.
- Create comprehensible to-do lists for your employees in an app such as Lumnio. That way, they will always keep track of the important tasks during prevention checks.
- Create records and photo documentation during each service callout. These can prove useful as proof that the work has been done properly. Furthermore, you may keep the records in your system and utilize them to improve your processes.
Tip! Read also how to prevent repeated call-outs.
Digitisation helps
Digitization speeds up processes and helps to reduce administrative burden on your technicians. Thanks to that, they can focus on more important tasks that can be (unlike most of the administrative costs) directly invoiced to your customers. For instance, our client Complete CZ increased utilization of work by 7.8%.
Do you also want to increase the efficiency of your technicians? Contact our experts who will advise you on digitization.
