Every business can benefit from spring-cleaning their processes - especially when it comes to customer assets.
Whether you're looking to start scaling the capability of your business or want to re-engage your team, shaking up your customer asset management workflows is a great place to start.
You can introduce a new level of consistency and structure to these business processes by making some little (or big!) changes. Check out some of our tips to get started!
1. Update your customer asset register
No matter how you store information about your customers' assets, pull out your register and take a closer look.
- Is it easy to read?
- Are we capturing the right information?
- Could the structure be improved?
- Are technicians able to access asset information easily when on the job?
- Is all the information relevant?
- Are there new types of information that should be recorded?
Updating your customer asset register doesn't necessarily mean getting in an entirely new system to manage the information.
Instead, try starting simple. These questions are a great way to evict any clutter from the process and ensure that your team have, and record, the right information.
If you find that your customer asset register is getting cumbersome, it may also be time to think of a more suitable way to maintain your records.
2. Introduce regular training to maintain knowledge
Ever faced the issue of a customer's asset failing just days after your technician attended? Or called into question the capability of a staff member after repeat issues with their maintenance?
Sometimes, all they need is a little refresher.
That's why it can be valuable to introduce regular training for your team.
And it doesn't have to be extensive (or expensive!) either.
It could be as simple as pairing staff off for a day in their schedules and challenging them to learn from each other.
Or, introducing a monthly learning session for your team. One where more experienced staff can showcase the best ways to achieve efficient and effective maintenance of customer assets.
You can make it an event for team bonding as well! Try offering sessions in the evening and catering them for the crew - it's a great way to make staff feel relaxed and encourage them to engage more with content.
3. Set KPIs
If you haven't already, consider setting KPIs for your team when it comes to maintaining customer assets.
Base these around important field service metrics that can improve customer growth and retention, like:
- First-time fix rate
- Time to complete
- Technician idle time
- Time to repair
Offer incentives for those employees that consistently meet these KPIs. Not only will it reward good work, but it'll give staff that extra push to reach their goals every time.
4. Level-up your record-keeping
Consider implementing a system or solution to help you better maintain your customer asset information. Living in the digital age means there is a range of options available to help you!
Introducing a digital system to your business can have a range of benefits, including:
- More accessibility
- Faster workflows
- Better data collection
- New business insights
- Efficient communication
Depending on the type of system you implement, you can really level-up your record-keeping.
As an added bonus an operations management system offers features not just for customer asset management, but for the workflows surrounding it too!
For example, with 24/7 access anytime and anywhere, your technicians can easily record and review critical information about the assets they are servicing. In-built scheduling features can also help you embrace a more preventative maintenance approach. There is a range of opportunity at your fingertips!