How to Reduce Field Service Call Volume
Field service calls can drain internal resources and increase the risk of a negative customer experience. Every organization, especially those that...
Field service data is the information that Field Service Organizations (FSOs) collect, with the field being anywhere where workers provide service or interact with customers. Field service companies typically generate masses of field service data from customers, equipment, assets, technicians, and logistics.
Field service data is integral to understanding the customer experience and gaining valuable insight into organizational strengths and weaknesses. Below is an expert guide on field service data and how to use field data for better field service operations.
Field service data allows FSOs to make critical data-driven decisions. Data-driven decision-making is an approach to ensure that decisions made within a company aren't simply made on personal observation or instincts, but backed by hard data from credible sources.
There are several benefits to leveraging data-driven decision-making in the modern field service industry, including:
Improving field service operations is easy with field service data. Here are the best ways FSOs can leverage field service data.
1. Invest in Intelligent Field Service Management Software
Intelligent field service management software enables FSOs to collect diverse types of field data that are pivotal to improving operations. Key features of a field service management software suite include optimized scheduling, dispatch, contractor management, parts and inventory management, route optimization, a self-service customer portal, work order management, and field service analytics. These features help FSOs with fast and accurate data collection and management.
2. Set Operational Goals
Setting goals helps organizations to improve on performance as well as customer and technician experiences. However, not all goals are able to improve operations. Often, organizations set themselves up for failure by setting unrealistic goals. On the other hand, SMART goals set an organization up for success by making goals Specific, Measurable, Achievable, Realistic, and Timely.
Likewise, realistic and detailed SMART goals give an organization a deeper sense of direction, hold FSOs accountable, and also provide visibility into potential roadblocks for success.
3. Track Key Service Metrics
Field service metrics should relate to the organization’s established operational goals and field service best practices. The top 3 key service metrics to use for field service best practices include:
4. Analyze the Results
Reviewing your goals and field data regularly, monthly or quarterly, helps to renew your focus as well as check for possible data inaccuracies. Moreover, by reviewing this valuable data in a comprehensive field service dashboard, FSOs can identify both positive and negative patterns in performance. Consequently, organizations can address worrying patterns that need to be fixed or maintain positive patterns that are beneficial to business.
5. Find the Story
Field service reports help organizations discover and leverage actionable insights that drive success. With organized and detailed reports, it’s easy for field service staff to find and understand the story behind the data. And finding the story and meaning of the data is one of the most critical factors in driving operational success.
Investing in the Right Field Service Management Solution
Most of the jobs in the field service industry are time-sensitive. Organizations must think proactively, coordinate staff, and follow-through in an organized and timely manner. Conducting these workflows manually can cause redundancies, delays, and leave room for costly errors that negatively impact the customer experience, and in turn the bottom line.
Field service data helps FSOs to make data-driven decisions, which helps to enhance forecasting and planning as well as improve operational efficiency. Collecting and managing field service data also ensures a fully optimized technician and customer experience.
Using field service data requires intelligent field service management software with key features such as optimized scheduling, dispatch, contractor management, and more. Acquiring the best software solution is necessary to collect the most compelling data and package the data in an actionable way.
The right field service management solution streamlines the completion of tasks, reduces operating costs, and allows for remote or virtual field service operations.
Discover how software can help to accelerate ROI in your field service organization.
Field service calls can drain internal resources and increase the risk of a negative customer experience. Every organization, especially those that...
Field service technicians who pay attention to the nuances of a great service experience give your organization its competitive advantage. The...
Accelerating ROI is critical to success in the rapidly changing field service industry. However, with a graying workforce, changing customer...