How to Optimize Field Service Operations Without Overcomplicating Your Stack

Field Service operations, the term used for work done outside the office within a project, are hard to manage effectively.

It requires high levels of coordination with constant communication and trust in the system and the people involved. This means that companies have to get the processes and the stack right.

This makes field service management complex. Companies always feel the pressure to increase the amount of technology used, as well as the latest systems and software that are on the market, because it’s easy to assume that more is better.

This increase has resulted in companies employing an increasing variety of systems to try to keep up, but this implementation is increasingly resulting in higher costs, fragmentation between teams, and a hard-to-follow workflow. All of which can be damaging to a business.

This has left project managers asking why this is happening.

Where the Complications Start

A lot of new systems are chosen and implemented as a reaction to something that’s happened. A customer complaint might lead to the use of a new feedback system, or feedback from in-field staff might result in a shift in policies to help them. Recent data from the Modern Data Company showed that over 60% of respondents used more than 5 tools in their project stack for different tasks.

Although having lots of different tools can work for a while. The disconnect between these systems and the lack of integration causes issues to start to form. The issues create a situation where systems and protocols become a burden. The fragmented systems increase the need for manual handoffs, increase the burden on teams to use, and end up defeating the purpose for which they were implemented.

Complexity also comes from a lack of attention to existing practices as well as failure to fully integrate new practices within the workforce, which boosts the chance of both staff and clients either forgetting or choosing not to correctly use procedures.

These issues combine to directly affect how businesses run, so it’s important to address them as soon as possible in a way that reduces the complexity and overbearing nature of a mismanaged stack. 

Here are four ways your business can optimize without overload.

Centralized Project Visibility

A singular source of project data is vital for simplicity. Having multiple sources of data increases the chance of surprises across teams and means that people outside of the office without access might be operating on out-of-date data, which hinders their ability to deliver results, frustrating both clients and staff.

Systems in place within a stack should have one centralized source from which information is both collated and referenced. It should be easy to access and read so that everyone, whether they are in the office or with a customer, stays up to date with real-time information. Staying current with project data helps make decisions and take action with confidence and speed.

Reduce Manual Processes

Alongside introducing new systems and software, companies find it hard to replace manual data entry, so expect it to continue to be done alongside the use of the new systems. This results in a slowdown of progress as staff end up duplicating their data across different systems. This heightens the burden on the staff and makes the process inefficient.

Instead, companies should look to make use of automation in the more repetitive tasks employees are expected to do. This helps ensure that information is collected and communicated in a timely manner while also lessening the workload of the staff, giving them more time to focus on more productive work.

Standardized Workflow

Mismanaged workflow puts pressure on the staff to deliver, plus having multiple systems trying to dictate workflow means that it’s up to the individual to decide what needs to be done and when. This can be particularly difficult when travalling out of the office and not being immediately contactable to shift focus.

A company’s approach should allow for ease of understanding when it comes to tasks. Using a system that uses simple and consistent processes for assigning and reassigning, and allows for easy progress updating, gives a culture of clear ownership among the staff. This gives them the autonomy and trust they need to work effectively, and can be achieved with simple practices.

Focus on Integration Before Expansion

Companies can be tempted to rush to implement new technology before they know whether their company's existing practices and processes can properly integrate. This can be damaging to the way the company is run, and no matter how good the new system might be, it will remain ineffective.

Instead, they should check to see if the system can fully integrate easily and with minimal disruption. Using a simple system that fits your project well can be much more useful than an ill-fitting, more complex system. Choosing integration and adaptation creates a more solid foundation for growth.

Overall, optimization isn’t simply adding more tools to your project management. Whether workers are on-site or in the field, they need tools that are simple, connected, and, most importantly, easy to use. For staff,  optimization is about removing friction from how they do their work. By taking on this approach, companies can find that they get more use out of fewer tools.