I found a fascinating insight buried in a Field Service survey from 2020 .
250 industry professionals—technicians and executives alike, from small to enterprise-size businesses—were polled to do a “pulse check” on the industry.
The very last question was:
“How much time does each field technician spend on managing/administering work orders vs actually performing the work?”
And this is what I found fascinating:
About 33 percent of the managers said their techs spend 15-30 minutes on admin work per day while 19 percent of the technicians themselves answered in the same 15-30 minute range.
So, techs doing “a little bit” of admin work were almost half of what managers thought.
About 7 percent of the managers said their techs spend more than 2 hours on admin work while almost 16 percent of the techs themselves answered in the same 2-hour range.
So, techs doing A LOT of admin work were more than twice what managers thought.
This means that executives looking into productivity numbers are up for an unpleasant surprise:
“I thought my guys were only spending ‘this’ much on admin work, but they’re spending THAT much per day?!”
This disconnect between what managers think versus what technicians actually do means that many of them are over-optimistic when it comes to their technicians’ productivity.
And in an industry where TIME literally is money, this disconnect is probably creating a big gap between revenue forecasts versus actual revenue…
And causing a big profit leak in their business.
Since the beginning of this year, we’ve been running a Remote Technician Support pilot program with an industry giant with the goal of reducing the number of hours their techs spend doing admin work. In this article, I’m going to share with you our experience running this team, the lessons learned, and what the future holds for this innovation.