Your Guide to Building a Stronger, More Efficient Service Team
- Your technicians’ top desires, needs, and frustrations
- How to better support, recruit, and retain skilled talent
- How to apply findings to boost productivity, tech satisfaction, and business success
Technicians Reported
Featured Insights
Technicians reported encountering frustrating customer miscommunications (47%), scheduling issues (42%), and too many administrative tasks (31%) in their daily work.
Tips:
- Prioritize transparency. Keep techs and customers in the know at every step.
- Schedule smarter. Equip your office team with the best scheduling technology.
- Liberate techs from admin work. Automate or reassign non-technical tasks.
In order for their work to be more efficient and easier, 27% of techs said they need more training. 24% said they need easier access to job and customer information. 19% said they need recognition for excellent work.
Tips:
- Provide frequent training opportunities.
- Keep techs in-the-know. Provide easy, in-app access to customer, job, and asset information.
- Recognize hard work. Track KPIs and reward techs when they hit or exceed their goals.
Nearly half of technician respondents said they spent most of their time on paperwork, while 22% spent most of their time communicating with the office and 18% spent the majority of their day communicating with customers.
Tips:
- Go digital. Equip techs with pre-filled inspection forms and digital documentation capabilities.
- Communicate in-app. Provide one centralized location where techs can access all the information they need.
- Automate customer communications. Keep customers informed at every step to reduce miscommunications.
Further Reading
Helpful Resources
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