Retriever Communications

01/05/2023

Don’t neglect forms – they are a key to great field service performance. They lie at the heart of your field service solution and are the part of your system that people interact with the most.

Don’t neglect forms – they are a key to great field service performance Technology is a powerful tool that can act as a force multiplier when it comes customer service, efficiency and operational effectiveness. But there’s one element, that can often be overlooked – a critical element that d...

28/11/2022

Technology is a powerful tool that can act as a force multiplier when it comes customer service, efficiency and operational effectiveness. The forms that lie at the heart of your field service solution are the part of your system that people interact with the most.

Don’t neglect forms – they are a key to great field service performance Technology is a powerful tool that can act as a force multiplier when it comes customer service, efficiency and operational effectiveness. But there’s one element, that can often be overlooked – a critical element that d...

21/09/2022

Time is a precious commodity and wasted time in a business setting translates to lost productivity, which in turn leads to lost revenue. Applying ‘Time is money’ to the largest cost contributing factor such as managing your mobile workforce effectively can reap huge benefits.

Finding it difficult to improve your bottom-line profit? You are not alone out there! The speed of transformation accelerated by Covid-19 global events has been unprecedented. Some organisations embraced it and fared well, but most organisations are struggling to keep up. Labour and skills shortages...

25/08/2022

Achieving first-time fix requires field service teams to have access to the right information at the right time and for them to be equipped with the skills, tools and parts needed to solve the customer’s problem as quickly and effectively as possible.

While that sounds easy, the reality is that a combination of factors makes that very challenging to achieve 100% of the time.

Achieving first-time fix requires field service teams to have access to the right information at the right time and for them to be equipped with the skills, tools and parts needed to solve the customer’s problem as quickly and effectively as possible. While that sounds easy, the reality is that a ...

27/07/2022

Outcome as a Service is an approach that offers benefits to both field service providers and their customers. Customers benefit from having their equipment monitored and maintained proactively. This reduces unscheduled outages and expenditure. This flips the conversation from being about how quickly a service technician can be on site to fix a problem to maximising uptime and reducing unexpected outages. For service providers, Outcome as a Service creates a recurring revenue stream.

Think about the coffee you purchased from a local café. You know that it’s made up of specific ingredients like coffee beans, water and milk. Then there’s the cup and lid and the barista’s expertise and time. Not to forget the expensive coffee machine. When you pay your money for the coffee y...

10/06/2022

Regular, everyday processes that should be straightforward and streamlined become disjointed and inefficient. Then there is the issue of individual workers going off on tangents, creating their own workflows that don’t align with those of their colleagues or managers.

09/06/2022

Field service management tools can ensure all the right information is captured in a central system. That information is more than just the particulars of the issue to be resolved. It can include the skills and qualifications of each member of the service team to ensure an appropriately qualified and experienced technician is dispatched to the job.

The keys to delivering the best possible field service outcomes is about dispatching the right person to the right place at the right time with the right tools, equipment and information to carry out their work. Those six things sit behind every measure of field service productivity. If any one of t...

01/06/2022

For companies with a large shift-based workforce, particularly ones that are field service worker-based, one of the most onerous of these tasks is scheduling. If your business is still relying on manual processes to allocate jobs to your field service workers and technicians, you are simply bleeding money every day.

It’s time to review your scheduling strategy - Floods, drought, fires, the pandemic, - it all affects our business operations during these unpredictable, uncertain times. Even though the world, and certainly Australia, now purports to be in a ‘living with COVID’ phase, most businesses have bee...

01/06/2022

Knowing where a machine is and that it has failed is important. But knowing what it was doing before it failed is more useful. And understanding the operating conditions in the days or weeks leading to the failure gives you more insight.

The data we create, collect and store - the value of data isn’t from its existence. The value comes from what we do with it.

19/05/2022

Do you ever feel as if you or the rest of the workforce at your business keep on reinventing the wheel? This can be especially apparent if the organisation is one that experiences high churn rates or movement of staff between roles or locations. Processes and systems are put in place, evolve and become fit for purpose, and then suddenly everything seems to be starting from scratch?

Do you ever feel as if you or the rest of the workforce at your business keep on reinventing the wheel? This can be especially apparent if the organisation is one that experiences high churn rates or movement of staff between roles or locations. Processes and systems are put in place, evolve and bec...

17/05/2022

There are many different metrics you could be focusing on when it comes to asset maintenance. Here are the top five we think you should be keeping your eye on for maximum effect.

There’s a lot more to effective asset management than knowing when you deployed a new piece of equipment and where it’s located. Knowing how well maintained that equipment is, its service status and whether it’s likely to need maintenance or if it’s reaching its end of life are all critical ...