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Use Analytics to become a Best-in-Class Field Service Organization

Field service excellence is no longer defined by competently scheduling and routing technicians to customers. The days when simple wrench-turning were a sufficient measurement of a successful call are long gone, replaced by a time when the most efficient field services organizations are continuously implementing new means of evaluating their teams’ effectiveness in the field while adding value beyond simply resolving the issue at hand.

As a field service manager, you have probably read or heard somewhere by now that Big Data is the wave of the future and the field service space is no different. With the amount of information being created by today’s mobile devices growing exponentially, organizations not taking advantage of this valuable data are wasting an incredible opportunity and losing out to the competition. But how exactly do you transform this glut of data into valuable intelligence?

The answer, quite simply, is business analytics. As Aberdeen revealed in a recent report, best-in-class field service organizations that adopt analytics technology see their service profits increase by 18 percent, customer retention rates by 42 percent and SLA performance by 44 percent. With these kinds of gains, it won’t be long before your company recoups its initial investment.
By using ServiceStats, ServicePower’s business intelligence tool, managers can increase visibility into and derive greater insight from their processes. Leveraging this analysis, you can boost efficiency in a number of different ways. For instance, first-time fixed rated can be increased by making sure the technician with the right set of skills is being sent on a given call. When a worker is dispatched to the correct job, he/she is also more likely to be able to do preventative maintenance that reduces the chance of a future problem. Preventative work is strongly correlated with best-in-breed service according to Aberdeen, which reports that 89 percent of top-flight organizations are 2.5 times more likely to include preventative service into a visit.

With ServiceStats managers can also evaluate the performance of service teams or individuals through analytics and take corrective action in a situation where productivity or punctuality may be lagging. Additionally, businesses can utilize ServicePower’s own team of expert statisticians to supplement their own internal metrics with regular ‘health checks’, highlighting data derived opportunities for improvement across the enterprise. ServiceStats can provide workforce, business and warranty claim metrics that include, but are not limited to:

  • Shift compliance
  • Efficiency/Productivity
  • Drive time/Fuel expenses
  • First time fix success
  • Reschedule rate
  • Schedule cost
  • Service cost
  • Quality of Service
  • Customer Satisfaction
  • Average labor, parts, mileage, tax and freight costs
  • Parts usage
  • Fraud Analysis

So if you find yourself staring up at a mountain of data you can’t see over, consider adopting a solution that can help you improve upon nearly every aspect of your field service teams’ performance. The road to becoming a best-in-class field service organization is wide open—it’s time to get moving.

Have comments or questions about ServicePower’s business intelligence? Let us know in the comment section below.


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