As the leading Oracle Field Service Cloud implementation partner in the Asia Pacific region, IVO is always looking for ways to improve the customer experience and reduce inefficiencies. In this multi-part series, we will look at how organisations can get the most out of their investment in Oracle Field Service Cloud.
Once you have collected the data metrics to understand current performance, the next element in targeting 98% accuracy for work assignment is:
Data Inputs and their Quality
Thinking of Oracle Field Service Cloud routing as a simple work assignment solution will eventuate in opportunities being left on the table in terms of operational efficiency and customer satisfaction.
Applying the level of sophistication that the routing engine offers to underlying bad data will result in inefficiencies being magnified. The old adage "good data in, good data out" applies. For example, not having current work skills and proficiency will create sub-optimal assignment. If these sets of data are out of date work will need to be manually assigned by a dispatcher to correct this problem.
Consideration also needs to be given to the difference between proficiency and competency when defining skills for the mobile workforce as they have a significant impact on efficient routing. Although both refer to knowing a skill, competency can refer to the bare minimum required for acceptability whereas proficiency carries with it a level of mastery that is above the minimum.
Areas to focus on to create a clean data policy to work/ jobs passed to Oracle Field Service Cloud include:
- Address details
- Current work skills
- Current technician calendars
This data and other key data inputs allow Oracle Field Service Cloud to optimally assign the work to resources.
Not sure if your data is good enough? If so, contact IVO now to schedule a FREE INITIAL HEALTH CHECK on your routing engine.