Benefits of Cloud-Based Workforce Solutions for CE and Appliance Retailers

Differentiation can be difficult in the consumer electronics (CE) and appliance industries because most vendors offer similar products at similar prices. In many cases, the delivery of exceptional customer service at every step of the transaction sets the best CE and appliance retailers apart from their competitors.

Superior service can be complicated for retailers that manage large fleets for delivery, installations and repairs, requiring them to manage internal employees and third-party contractors seamlessly. Keeping track of personnel in the field, organizing delivery routes and scheduling appointments — while simultaneously trying to improve the customer experience — requires real-time technology that lets retailers manage service jobs from start to finish on an integrated field management platform.

Improving Customer Service With Cloud Technology
In the age of same-day delivery, many retailers are turning to flexible workforces to stay nimble and competitive against the likes of Amazon.com, eBay and Google. Through cloud and mobile technology, these companies can bring their internal and external labor pools together to more efficiently manage service jobs such as deliveries, installations and repairs.

SaaS platforms have made it easier than ever for businesses to tap into contractor networks to expand their workforces. As a result, the old service models — 100 percent in-house labor or 100 percent third-party contractors — are dying out in favor of more agile, blended models that can quickly respond to changes in demand, reduce overhead and improve customer service.

The technology gives CE and appliance retailers an effective workforce management resource that optimizes the scheduling, dispatch and routing process, enabling retailers to devote fewer resources to logistics and focus more on better serving their customers.

When choosing a cloud-based solution, CE and appliance retailers should look for scalable platforms that promote operational efficiency and provide a handful of critical benefits and capabilities, including the following:

1. Improved field management. In the CE and appliances industries, solutions that facilitate effective fleet management are essential. Employees located in call centers and dispatch centers need to be able to locate and manage field service personnel at all times. In turn, field personnel need reliable technology so they can communicate with dispatchers and perform other important field-based functions.

Cloud technology facilitates the flow of real-time data from remote locations back to dispatch centers and call centers. This data, combined with an analytics solution, can deliver business intelligence insights about service times and delivery status updates, improving customer service by creating a more accurate and efficient scheduling process.

Companies that implement field management solutions can treat employees, third-party contractors and on-demand servicers like a single workforce. By using software that integrates these labor pools, they can improve productivity and eliminate waste, resulting in more jobs scheduled every day, shorter driving times, fewer missed appointments and increased profit. The technology also allows companies to track performance (e.g., job complete times) and the skills and history of each employee or contractor.

2. Fast return on investment. Top-tier cloud solutions deliver surprisingly fast ROI. In many instances, cloud solutions enable retailers to consolidate dispatch centers, while improved communication between call takers, dispatchers and field technicians increases business efficiency and drives improvements in productivity.

For example, a leading home appliance manufacturer implemented a cloud-based solution with a planned three-year payback, but was able to recoup its investment within just one year. Cloud technology also helped the company improve its customer service ratings by 3 percent and increase productivity by 16 percent. By implementing a cloud-based solution, it was able to make better use of its resources, resulting in faster and greater returns.

3. Seamless transitions and updates. Transitions to new technology and solution updates often cause operational disruptions, an important concern for CE and appliance retailers that leverage customer service for competitive advantage.

The transition to first-rate cloud solutions is seamless, however, with minimal interruption to operations. Leading cloud-based technology providers work with CE and appliance retailers to tailor the solution to business needs, allowing retailers to offer uninterrupted service to their customers.

There are many different applications for cloud technology in retail. For CE and appliance brands, the most important benefit robust cloud solutions provide is the ability to stay ahead of the competition by creating a more efficient mobile workforce.

Mark Duffin is the president and CEO of ServicePower, a provider of software and services in field service and workforce management.