What is Service Enablement?
Updated: Sep 15, 2020
It's about providing service professionals with the right coaching, education and community to improve what they do and how they do it every day.
Background to Service Enablement
A considerable amount of investment over the years has been made in Field Service technology to automate the process of diagnosing, scheduling, dispatching, tracking and debriefing service jobs but surprising very little has been spent in the industry on technician enablement.
This is providing the knowledge, skills and techniques required at the point of service to help technicians via their mobile device, improve their approach, competence of completing their assigned tasks in the most efficient. Thus improving their mean time to install or mean time to repair. Our goal is to impact all the MTTX Metrics and the Overall First Time Fix / First Time Right rate. While Field Service technology focuses on managing the resource, ensuring parts are available we will focus on helping the technician to complete the task safely in a competent manner in a consistent way no mater if the technician has seen the task before or not.