Richard Skelson, Managing Director at field service management software Field Ascend, on how emergency call-outs in the winter can disrupt planned maintenance, increase engineer travel times and lead to higher overtime costs if businesses fail to manage their schedules effectively
When colder weather brings a rise in emergency call-outs, maintenance businesses can quickly find themselves juggling urgent repairs alongside appointments that have already been booked.
Moving one engineer to deal with an emergency might seem straightforward, but it can leave other jobs uncovered, delay existing appointments and create additional overtime if the rest of the schedule isn’t adjusted carefully.
The mistake that could be driving up fuel costs
One of the most common scheduling mistakes is assigning engineers based purely on who’s available, without considering where they’re working or whether they have the right skills for the job.
Sending an engineer across a large service area when someone qualified is already nearby wastes time and fuel. During busy winter periods, these unnecessary journeys can quickly add to operating costs and reduce the number of jobs a business can complete
Why treating every call-out as urgent can backfire
When a business is dealing with a high volume of requests, there’s a temptation to treat every new job as an emergency. However, this can make it harder to respond quickly to customers who genuinely need immediate assistance.
Having a clear system for assessing urgency helps businesses decide which jobs need attention straight away and which can be scheduled around existing commitments. This prevents teams from constantly rearranging appointments unnecessarily.
How maintenance firms can keep costs under control this winter
Businesses should plan for unexpected call-outs by leaving some flexibility in engineer schedules, particularly during periods when demand is likely to increase.
Allocating jobs based on location, qualifications and urgency can help reduce unnecessary travel, while keeping customers informed about appointment changes can prevent further disruption. The aim should be to handle emergencies without allowing them to derail the rest of the working day.
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