• Replies 11 replies
  • Subscribers 2 subscribers
  • Views 2 views
  • Users 0 members are here
Options
Related

Best way to reduce missed or late appointments?

Brandon Okafor

We're bleeding customers because of late arrivals. My team runs 12 techs across a metro area with 30-45 min travel times, and we're running 15-20 minutes late on roughly 30% of appointments.

Scheduling gives 2-hour windows but customers still complain. We've tried padding drive time but then we're underutilized.

What actually works? Specific FieldPulse features or process changes. Need something we can implement this week.

Parents

  • Oh wow this is such a timely question for us too! We're seeing the same thing and it's so frustrating because our techs are really trying their best out there. Thanks so much for bringing this up Brandon!

    We started using the En Route status more consistently and that's helped a little because customers at least know someone is actually coming? But we haven't figured out the padding issue either — if we add too much buffer we're basically paying techs to drive around half-empty which our ops manager is not happy about. What's your current buffer looking like?

    Also do you let your techs update their own status or is that all coming from dispatch? We let them self-update but I'm wondering if that's part of the problem — sometimes they forget and then customers are just sitting there wondering!

Reply

  • Oh wow this is such a timely question for us too! We're seeing the same thing and it's so frustrating because our techs are really trying their best out there. Thanks so much for bringing this up Brandon!

    We started using the En Route status more consistently and that's helped a little because customers at least know someone is actually coming? But we haven't figured out the padding issue either — if we add too much buffer we're basically paying techs to drive around half-empty which our ops manager is not happy about. What's your current buffer looking like?

    Also do you let your techs update their own status or is that all coming from dispatch? We let them self-update but I'm wondering if that's part of the problem — sometimes they forget and then customers are just sitting there wondering!

Children
No Data