End-to-end visibility 'vital for managing field-service ops'

Brad Hawkins, Chief Solutions Officer at field-service SaaS provider ServicePower on how data capture is providing visibility in a hybrid working world


Tell us a little of yourself and ServicePower 

I’ve been with ServicePower since 2004. I started in the IT industry 30 years ago, in data capture. ServicePower is a field-service management software company for field-service organisations in the consumer electronics, security and insurance industries. We offer the only SaaS platform that helps companies manage both employed and contracted technicians. We also offer a fully managed network of contracted service providers, to enable on-demand field-service delivery in hard-to-reach locations across North America and Europe. 

Have supply chain issues changed what firms need? 

Supply chain issues have highlighted the importance of knowing at any point in time, inventory levels of parts and the exact location and relationship to field resources as it relates to those parts.  

For example, when a field event is triggered, it is necessary to not only be able to predict the potential parts in play, but also know exactly where those parts are located. This makes it possible to send a technician that has expertise and all the necessary tools to complete a first-time fix/resolution to the problem. 

Which sectors have been hardest hit by supply disruption? 

The largest supply chain issue for customers is the availability of parts. Our platform reduces that impact because it gives businesses more transparency and keeps them informed in real time. This reduces the strain on call centres because everyone involved, including the consumer, knows the status of their service call.

How is the Great Resignation affecting your customers? 

The Great Resignation has highlighted the need for hybrid workforces to include both employed resources and independent contractors.  Traditionally in the field service world, organisations staffed either an employed workforce or authorised independent businesses to work on their behalf. It’s become clear over the past couple of years that the most efficient model requires both while also ensuring that the consumer is given a world class experience no matter who is sent to fix a problem.

How does your solution resolve such problems?   

We are the only platform that manages the complexity of working with a hybrid workforce comprised both of employed resources and independent contractors. It also while recognises the differences and advantages of working across those unique labour pools. 

We bring efficiencies to field service across roles - technicians, adjustors, call-centre agents, office workers and executives - through tools that offer scheduling optimisation and transparency.

Who inspires you? 

It’s hard to name just one person so I would say generally people who show gratitude. There is a quote I love about gratitude by the famous Unitarian minister, Jenkin Lloyd Jones: “Life is just like an old-time rail journey - delays, sidetracks, smoke, dust, cinders, and jolts, interspersed only occasionally by beautiful vistas and thrilling bursts of speed. The trick is to thank the Lord for letting you have the ride.”  

Best advice ever received?  

Always seek to continue your education. This doesn’t have to mean continual schooling, but to find ways to better yourself. Education prepares you for most eventualities in life. There are always new things for me to learn and ways to improve.

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