Working more hours is not sustainable.
Employees are working hard to continue to deliver quality service to their customers, even as a significant 32% of deskless workers and 24% of desk-based workers are seeing productivity decrease. As their jobs have become more difficult, they are striving to meet customer expectations largely through effort. Both desk-based (38%) and deskless workers (31%) cite working more hours as the top reason why their jobs are more difficult. And as more work due to companies letting people go or furloughing employees is the top reason for negative job satisfaction, longer hours and greater pressure on employees in difficult work environments is not sustainable as a long-run strategy.
Businesses should take action that supports employees and helps improve productivity.
As more employees return to the office and deskless workers serve customers in the field, organizations need to continue investing in the tools and technologies to keep employees safe while helping them perform more efficiently. Virtual appointments and service offerings (78%) and messaging tools (72%) are the top investments organization made to help employees and to improve customer experience.
Accelerating digital transformation has been a silver lining during the pandemic.
Better communication and scheduling have been necessary to address fundamental customer service and employee productivity challenges during the pandemic. As technologies like virtual appointments and online scheduling provide a safe and effective solution, organizations, IT decision makers, and individual employees have been forced to accelerate their digital transformation. This has been a silver lining in an otherwise difficult time. Adopting these technologies now has not only aided productivity and customer service during the pandemic but can continue to support growth over the long term. Employees agree, as 32% of workers say they are optimistic about their jobs due to the technology investments that have made their jobs easier during the pandemic.
Scheduling tools are needed.
As businesses work to get employees back in the office and in the field, a key tool in supporting the new normal is scheduling. While the study shows that 38% of companies have invested in new online scheduling tools during the pandemic, there is substantial room for improvement. Manual scheduling can lead to missed appointments and unhappy customers. Organizations need an easy way to manage job queues and schedule daily work and appointments, including selecting the right employee based on job requirements and coordinating factors like availability and travel time.
About This Research Study
Skedulo performed a web-based survey of 1,336 employees made up of 626 deskless workers, 610 desk-based workers, and 100 IT executives in October 2020. Respondents were primarily from 4 countries: United States (642 respondents), India (262), United Kingdom (235), and Australia (188), and other countries (9). Respondents represented a range of organizational sizes across a representative spectrum of industries.
Founded in 2013, headquartered in San Francisco and with offices in Australia, Vietnam, and the United Kingdom, Skedulo has enabled hundreds of organizations, including The American Red Cross, DHL, and Sunrun to seamlessly schedule and service more than 5 million appointments around the globe. Skedulo’s leading Deskless Productivity Cloud empowers organizations to manage, engage and analyze their deskless workforce and is built to integrate with business-critical systems including Salesforce, Zendesk, ServiceNow, Workday, Epic Systems, and multiple electronic health record (EHR) solutions through a partnership with Bridge Connector. The company has secured more than $40 million in funding to date, led by M12, Costanoa Ventures, and Blackbird. For more information, please visit www.skedulo.com, or our blog, @Skedulo, Facebook and LinkedIn pages.