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Knowledge is Power:

February 26, 2019
Posted in Resources
February 26, 2019 GraemeH

Warning, this is a soap box moment!

Customer service is more important today than ever. When it comes to choosing who to do business with, people have many available options, so they expect nothing but the best. Whether an individual customer or an organisation is looking to outsource, the need to know that you are choosing to invest in the best partnership is the same.

When looking to recruit an external services provider, the workforce management strategy and the software which supports it is not always explicit. However, to be genuinely successful an organisation must have software which drives their business forward and protects it from failing as far as is possible.

We all know that it takes a great deal of work to manage a workforce even the smallest business. The work involved with the volume of behind-the-scenes tasks involved in running a successful service providing business is complex. Employee scheduling, time and attendance and payroll are just a few of the elements that a service provider had to manage to ensure the smooth running of their business to enable the delivery of your SLA. Enabling effective staffing, forecasting, scheduling, and real-time adjustments required for the delivery of an efficient and reliable service, the objective of workforce management software is to get the right number and type of workers, in the right place at the right time, doing the right tasks. If there is a choice between two service providers: one with workforce management software and the other without it, to choose the latter would be a risk.

If the service provider’s workforce isn’t strategically managed, they could be wasting valuable time and money on low productivity and high payroll costs which will significantly hurt their profitability and risk the stability of the company – again, putting you at risk.

Scheduling too few workers on busy shifts would signal poor service delivery to you the client, and would put your brand’s reputation at risk. Additionally, overstaffing is pure margin erosion. Either way you cut it, if one area of workforce management (WFM) is lacking, the result will be sub-optimal results for the organisation.

Gaining visibility into any potential skills shortage or staff shortage, the service providers using workforce management software will be able to see and act upon hidden opportunities and challenges in the delivery of the service to your organisation.  Using real-time data, the WFM solution user will be able to develop and manage workforce activity to be less time consuming and more coherent, providing you the client with exceptional service.

Workforce management is both an art and a science – it’s not just about making schedules. It’s a highly automated process that enables service providers to have the required data to make informed decisions about the service that they are delivering to their customers. Guaranteeing excellent employee performance and seamless service delivery, the use of workforce management software is a crucial element for organisations looking for a service provider to effectively take on the weight and responsibility of running a section of work.

Improving business performance both for the client and for the service provider, workforce management software provides a wealth of advantages. Knowing that your service provider is using a workforce management solution, will tell you that they are able to provide you with a slick, well managed service that you can rely on.

If you engage with a service provider that utilises workforce management software, you can rest assured that their processes benefit from:

Streamlined Administrative Tasks

Switching manual for automated processes means that time and errors are significantly cut. Functions such as attendance, absences, and other tasks can be completed by the workforce on a self-serve basis, saving time and paperwork for both managers and employees, which both boosts staff engagement and ensures that gaps within a workforce, are quickly flagged and resolved so that there is no disruption to the delivery of service to your organisation. HR and payroll information can be accessed right away, and with fewer errors being made around pay relating to hours worked, the company can spend its time focusing more on its customers and less time being embroiled in internal administrative problems.

Consistent service delivery

Using Workforce management software means that a service provider can accurately forecast and plan for upcoming workloads. Ensuring resources are properly allocated, the software makes it simple to see what works and what doesn’t, so necessary adjustments can be made to guarantee a seamless service being consistently delivered to you.

Improved Productivity

Efficient scheduling leads to an increase in productivity, as employees are better equipped to reach their potential. Additionally, with an automated approach to workforce management, more data and context can be put in managers’ hands to enable them to create better decisions. In business change often happens so quickly it can be difficult to keep up, workforce management software helps service providing companies stay on top. By identifying fluctuations in demand, resources can be adjusted accordingly without compromising quality.

Reducing financial and non-compliance risks

Particularly for large organisations, failure to meet compliance obligations can lead to costly errors. When you engage with a service provider that utilises workforce management software, you can relax in the knowledge that they are not only providing, managing and monitoring a compliant service delivery, but that they are able to quickly and easily demonstrate compliance, mitigating non-compliance risks and their associated costs.

As firms look towards appointing an external service provider this year, the use of workforce management software should be near the top of the criteria list. Central to consistently delivering your targeted grade of service through a strategically managed workforce, the question is, can any organisation outsourcing their Facilities Management services afford not to insist on workforce management software in today’s competitive business environment?