To measure success, you need to have plenty of data, the ability to analyze that data, and the ability to compare it to previous reports and make immediate changes. You can’t improve your field service organizations practices if you don’t see where you are going wrong, and measuring success across your entire organization can keep you running lean, keep your technicians productive, and most importantly, keep your customers happy.
With Business Intelligent modules in your field service software, it has never been easier to measure your levels of success with up-to-date, real-time reports that come from data that is transmitted straight from the field. And with the data being the most current it can be, service managers are making decisions with the best data available, as opposed to data that is weeks or months old.
The type of measurements you take is based fully on the type of organization you run. And with a powerful Business Intelligence module, it’s possible to measure different areas of your business all at once, and see where your organization may be slipping and where adjustments can be made.
Let field service software help you make business decisions
An example of adjusting could be measuring the time it takes your technicians to complete service calls. With Business Intelligence inside your field service software, administrators can track each technician’s service call times, travel times, and first-time fix rates, to see who is spending more time traveling to job sites, who is taking longer to fix problems and who is getting the repair completed on the first try.
Large travel times may not mean the technician is slow, but perhaps it’s a dispatching issue, with their service call locations being spread out to far apart, requiring the technician to travel greater distances, as opposed to being on the job. Considering every moment, a technician is idle is profit lost, it’s an important, yet simple measurements of success, that can drastically alter how your dispatchers schedule calls, and how that is related to your customers in terms of when your technician will arrive.
With travel and work times being tracked on the mobile field service app and transmitted back to the head office when the work order is closed, that data is made available immediately and action can be taken to correct the problem before it escalates.
Build Key Performance Indicators to Keep Standards High
Business Intelligence also allows your service managers to build key performance indicators (KPIs) to monitor movement within the organization and to make sure nothing slips through the cracks. KPIs can be built for contracts to monitor when it needs to be renewed, or one can be built to alter administrators that a work order hasn’t been scheduled yet for a service agreement and it’s nearing a critical moment to do so.
KPIs are versatile and based on your organization’s needs. And with the customizable options, dashboards can be created for every manager in your organization to have the reports and information in front of them when they log into their field service software, so they can make instant changes when they start their day. From monitoring inventory consumption, to tracking service contracts or the timeline of an installation project, KPIs ensure continue to monitor the most important aspects of your business and make changes to maintain high standards.
With so many metrics for success, the possibilities are endless to keep your field service organization running smooth. But you still need the technology to take all the data your technicians report and make sense of it. And with field service software and a powerful Business Intelligence module, you’ll get a real-time consider your organization and more importantly, the ability to make real-time decisions that affect your technicians, your customers and your bottom line.