How Can Workflow Software Support an In-House Team

Workflow software can provide a critical business tool for in-house teams providing repairs and maintenance services.

Within the social housing sector, for example, it has long been an assumption that the in-house "DLO" (Direct Labour Organisation) would be a thing of the past. But as social housing providers are increasingly looking for new ways to improve services, retain customer loyalty, reduce operating costs and mitigate risk, there seems to be a place for a new kind of DLO: A DLO for the 21st Century.

But such a DLO will only prove a success if it uses leading-edge technology such as the latest in field service management software to regain control of works, increase productivity and customer satisfaction, and reduce operating costs. Such software comes with inbuilt workflows designed to maximise the productivity of teams.

By using software a business will in a strong position to deliver its repairs, maintenance and investment works in-house. So it is highly recommended to seize upon advances in technology to support service management.

Intelligent scheduling

For example, if we elaborate on the benefits of intelligent scheduling which software with inbuilt workflows can provide the scheduling tools are capable of automatically rearranging appointments according to the best field worker, their location and distance from the job.

The workflow then dictates that this is communicated to the appropriate field operative's mobile device, which can make huge savings in terms of time and fuel costs. Businesses have reported up to a 30 per cent saving on petrol when using intelligent scheduling and supporting workflows.

Improved diagnosis of all repairs

Effective workflows related to repairs will help to identify the correct problem at the outset, by ensuring the correct job codes is selected when making a booking. This means that jobs will not be allocated incorrectly, as the job code identifies which skills are required for each job, and a matrix of each of field worker's skills helps to allocate jobs to the most appropriate worker.

And when the most appropriate worker has been selected, the workflow will highlight materials and stocks which are required on their mobile device. This means that from the moment a job is booked with the call centre to a field worker understanding what is required of them workflows ensure jobs are resolved on the first visit.

A mobile device can also alert supervisors, schedulers and operatives to any special parts or materials that need to be ordered prior to a job. It is also used for customers to sign off the completion of any works, which businesses have found gives a tangible and clear message to customers about the company's commitment to getting jobs fixed first time.