In today’s ever evolving world, organisations strive to deliver exceptional service that improves operational efficiency and delivers a quality customer service. Field service management is challenging, and often managers are tasked with making a complex array of day-to-day decisions, sometimes with lack of visibility to real time data such as the whereabouts of staff, status of jobs or performance of SLA’s. This lack of visibility causes a wide ranging impact as it becomes increasingly difficult to drive operational efficiencies or identify trends that enable processes to be optimised. As a result, operational decisions remain reactive, making issues challenging to identify before they escalate.
However, by introducing genuine real time field service analytics and embracing intelligent insights provided, organisations can gain a wealth of information that can help drive efficiencies, streamline processes and deliver high quality services. You may question – is real time field service analytics a reality for your organisation today? Discover how as we look at three key areas which help drive improvements, productivity and capacity through field service analytics.
1. Big data analysis and why is data so important in field service analytics
Data analysis can be overwhelming and often companies gain excessive amounts of data derived from their field workforce but struggle to extract valuable insights that enable them to spot trends or react to issues (or opportunities) in their current performance. However, new technologies are leveraging data to inform, predict and analyse information from across businesses, helping ensure efficient service delivery, while empowering staff to proactively enhance operations. These technologies can analyse and evaluate a vast amount of data such as the number of first-time fixes that are completed, the time it takes to travel to jobs, rapid response times and maximum jobs completed per day.
By having an in-depth understanding of data, management can plan ahead, meet KPI’s and maximise performance to benefit from marginal gains – all while staying ahead of the competition.
2. Real time reporting in field service analytics
A recent report by McKinsey, identified the importance of data driven decisions in order to improve business performance. The report agrees that “winning companies are investing in the tech, data, processes, and people to enable speed through better decisions and faster course corrections based on what they learn.”
Real time digital dashboards provide intuitive information as to which activity is returning the most profitability for organisations. Furthermore, detailed reports provide insights and complete visibility over your field operations such as which branches, engineers or teams are performing or not, why, and how to make improvements to optimise service delivery and most importantly, improve customer satisfaction.
Additionally, real time reporting enables organisations to work towards and achieve operational KPI’s and business goals, identify trends and plan for the future. By analysing past and current performance, organisations can predict how to handle similar situations in the future, making proactive decisions rather than reacting as the day unfolds.
3. Employee performance management in field service analytics
Delivering a quality field service doesn’t completely rely on the right technology, your field workforce is equally important as engineers hold vital information and data from jobs completed, as well as being the face of your brand, dealing with customers directly. It’s therefore vital that staff are equipped with the correct tools to capture information at each job, while feeling empowered and supported to effectively deliver services.
Using the information captured on engineers’ devices, organisations can begin to spot trends across operations to enable changes that can have a significant impact on employee performance, customer satisfaction and compliance. Your organisation can track how employees are behaving and identify issues such as incorrect logging of tasks, or failure to comply with health and safety requirements. This enables you to correct errors, provide training where needed, highlight best practice and reward well performing staff, this in turn will lead to increased capacity and productivity across your workforce.
Insight from Totalmobile
By implementing field service analytics, your organisation will be able to significantly improve operational efficiencies, deliver an exceptional customer service and drive continual improvements.
Insight from Totalmobile, provides a complete Operational Intelligence solution that enables organisations to take a 360 view of service delivery. By delivering automated analysis of field service data, it empowers users to make fact-based improvements, at the right time.
Totalmobile work with a range of customers from a wide variety of sectors including local government, health, housing, utilities, facilities management and commercial. Customers who are achieving transformational benefits from Insight include Baxi, Konica Minolta, Integral, Serco, Calor Gas, Computacenter, NRS Healthcare , Avery Weight-Tronix, Tunstall Healthcare and Stanley Security. To find out more on Insight, visit our website, download our brochure or complete our demo here.