Future of Retail — Omnichannel

issue 03

Customer service expectations promote innovation amongst retailers.

promote innovation amongst retailers. Those retailers who are embracing innovation are seeing a rise in customer satisfaction through increased sales. Customer touch points for some retailers include

when a customer requires the retailer’s products to be delivered, installed, measured or fitted in the customer’s home. Retailers who offer customer appointments and have operatives carrying out the field based work, can improve customer service, increase productivity by 20% and boost estimated sales by up to 30% by implementing innovative field workforce management software. Here are four ways in which Kirona’s Dynamic Resource

Scheduling and Job Manager solutions can enable retailers to deliver the best possible service and optimise performance.

1. OPTIMISING CUSTOMER APPOINTMENTS It is a careful balance to ensure that customer preferences for appointments are taken into account while also optimising resource utilisation and minimising travel time of operatives. This is where Dynamic Resource Scheduling provides a unique advantage. When presenting available appointment slots to be offered to customers, DRS highlights the most efficient slots in terms of resource utilisation and travel time. What is more, these are intuitively colour coded to allow the customer representative to offer the most efficient slots first.

2. KEEPING CUSTOMERS INFORMED With Dynamic Resource Scheduling it is easy to keep customers informed. Each appointment can be confirmed by email or SMS, with reminders being sent at time intervals such as 24 or 48 hours before the job is due. When an operative updates the job on their mobile device to say that they are en-route to the property, an SMS can be sent to remind the tenant. There will always be exceptions that occur. Whether

it is an unavoidable overrun of a previous job or delays caused by traffic, it is essential that the customer is kept informed. Through the seamless and real-time integration of DRS and Job Manager, such delays can be

proactively managed with a communication sent to the customer informing them that their operative has been delayed and resetting expectations of when they will arrive. Not only does this approach reduce the negative impact on customers, it can also reduce calls from customers to your contact centre chasing progress.

3. KEEPING CONNECTED TO FIELD-BASED OPERATIVES The sooner you know that a job is overrunning, the easier it is for you to cater for this. The same is true for delays in travel or unexpected availability through no-access. By utilising Kirona’s Job Manager as your mobile working solution integrated into Dynamic Resource Scheduling, you gain full visibility of the work being performed in the field. You can see in real-time potential delays and the impact that this will have on your intra-day schedule. Dynamic Resource Scheduling enables you to take the

emerging day in your stride, ensuring that you are always working to the most optimum plan. Rather than having to hold back emergency appointment slots in your schedule or allocating emergency work on a first availability basis, DRS enables you to take a more efficient approach. As changes in the day occur, DRS re-evaluates the day’s plan, adjusting work allocation to take into account the emerging work or availability to ensure you maintain the most optimum work schedule across all available operatives.

4. SANCTIONING WORK VARIATIONS When complications or work variations arise, the seamless integration of Job Manager and Dynamic Resource Scheduling enables for this to be immediately notified to the planners at head office. With full visibility across all operatives of the day’s work and its progression, they are able to quickly sanction job variations and realign work items to ensure other customer commitments are met.

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