Unlock Business Potential with Workforce Analytics

Effective workforce management is paramount for field service companies, directly impacting customer satisfaction, operational efficiency, and the bottom line. Optimizing field service operations has become a top priority in an era where customers demand faster response times and higher service quality. Workforce analytics emerges as a potent solution, offering data-driven insights into staffing, scheduling, and performance. By harnessing the power of workforce analytics, field service companies can make informed decisions, allocate resources efficiently, and enhance their overall service delivery. This helps field service companies develop a strong competitive edge in a demanding market. 

Understanding Workforce Analytics & Its Key Benefits

Workforce analytics is the process of collecting, analyzing, and interpreting data related to employee performance, productivity, and other relevant metrics within an organization. In the context of field service management, workforce analytics plays a crucial role in optimizing operations by providing insights beyond traditional technician performance tracking methods.

In field service management, workforce analytics involves gathering data on various aspects such as technician schedules, response times, job completion rates, and customer feedback. This data is then analyzed to identify patterns, trends, and areas for improvement. Unlike traditional tracking methods, workforce analytics delves deeper, offering a more comprehensive view of an organization's workforce dynamics. It allows businesses to understand not only how employees are performing but also why certain outcomes occur.

The relevance of workforce analytics in field service management lies in its ability to inform strategic planning and data-driven decision-making. Organizations can identify bottlenecks in their service processes by analyzing data, allocating resources more efficiently, predicting maintenance needs, and optimizing employee training and development programs. This data-driven approach enables companies to enhance customer satisfaction while reducing costs in an increasingly competitive field service industry. Ultimately, workforce analytics empowers organizations to make proactive and informed decisions that lead to improved service quality and business success.

There are many benefits to using workforce analytics, including:

• Enhanced operational efficiency and cost reduction.
• Improved resource allocation and scheduling.
• Better customer service and satisfaction.
• Data-driven performance evaluations and goal setting.

With workforce analytics, companies gain visibility into key field service metrics, including first-time fix rates, field technician travel times, technician productivity, average repair time, and more. You can identify your most efficient teams and find places where efficiency can be improved. You will be able to quickly identify the issues with field service that are pain points for customers, like long wait times, low first-time fix rates, underperforming or missing SLAs, and discrepancies between planned and actual delivery. 

Performance Management

One of the key benefits of workforce analytics is performance management. Analytics provides insights into the objective assessment of individual and team performance and helps you identify training needs and skill gaps. You will be able to see exactly where your workforce excels and where additional support is necessary, and you can make training decisions with greater ease and confidence. 

Predictive Analysis & Resource Planning

Today’s field service customers expect fast service and are easily frustrated when a technician is unavailable. Don’t let high-demand periods sneak up on you; instead, get ahead of them with the information provided by your analytics solution. Analytics can also help you identify potential scheduling conflicts and let you allocate resources for specific tasks or locations before a surge in demand. 

Metrics and KPIs Available in Workforce Analytics Dashboards

Workforce analytics dashboards offer significant insights and visibility into your field service network. Analytics solutions report on a wide range of data that your organization can use to optimize workforce performance much more quickly than individual reports ever could. This type of solution lets you see the big picture– not just individual performances. 

Metrics and KPS available in workforce analytics solutions include: 

• Work volume trend analysis
• Number of active entities/resources in the field
• Short- to long-term SLA adherence
• Tracking status of work currently in the field

Field Service Dashboards for All Employment Types

Every field service workforce has different needs, so you need to choose a field service solution that can handle everything your workforce faces. ServicePower offers analytics and reporting solutions for all workforces, including employed, contracted, and blended workforces. 

If you have employed workers, your field service dashboard will let you quickly monitor their performance and find gaps in service expertise. You will be able to see the ratio of outstanding and completed work and get information about work trends and the types of work being done. This will give you visibility into workforce efficiency and let you track fluctuations in the amount of work being done each day. 

There is often less visibility into worker performance than employee performance for a contracted workforce, and there may be more variability across workers. Relying on analytics gives you actionable information about your contractors’ performance. It can tell you who the most reliable contractors are and give insights into how you can improve performance or identify problems. This can go a long way towards improving your customer satisfaction. 

When managing a blended workforce of employees and contractors, it’s important to see schedules, travel times, performance, and customer satisfaction across all workers. However, not all software solutions provide this capability. ServicePower is the trusted option on the market for managing a blended workforce. Further, with ServicePower, field service companies have access to a certified contractor network to help augment service capacity in tandem with fluctuating demands. 

Workforce analytics solutions can show you exactly how much coverage you have with your contractors and determine the alignment with customer needs. If your contractors are clustered in one part of a region, but demand is higher elsewhere, this information can help you determine how to dispatch and whether or not you need to engage more contractors. Your field service analytics software will give you information about the geography of field service, no matter what type of workforce you use. You can see where the work is being done and where your customers are. 

Workforce analytics can also help you deal with problems before they start. A good analytics solution will help you analyze contractor behavior and alert you to potential issues. You can track if first-time fix rates are dropping, payment issues, and any other problems that the contractors in your workforce experience. Whether you have a blended workforce or rely entirely on contractors, analytics can help you prevent serious problems from arising.

Choosing the Right Workforce Analytics Solution

While workforce analytics are incredibly valuable and powerful, not all workforce analytics solutions have the features needed for operational excellence. The ServicePower field service suite has unique features that help you adapt to your specific workforce needs. With scalability and customization options, the software integrates well with your existing systems. The UI is easily understandable, and we offer ample customer support to help you leverage workforce analytics to bring new light to your field service performance. 

Whether you rely on employees, contractors, or a mix of both, we can help you minimize wasted time and efforts and maximize customer satisfaction and financial returns. 

Request a demo to experience the benefits for yourself.