What is Operational Intelligence?
Data is powerful. Field service data provides access to enormous amounts of insight, but often organisations are swamped in big data and don’t know where to start. Information that is served to users at crucial times is beginning to change the way businesses operate and is greatly improving a manager’s ability to make informed decisions.
Operational Intelligence takes data collected by and about teams in the field, and when combined with information from other data sources and technologies like predictive analytics and machine learning gives an unprecedented view of what’s happening in the field, often in real time.
Data is presented in a series of interactive, personalised dashboards showing the current status of the KPIs that are important in field service. When information is delivered in this format, managers can take immediate action and stay in control (often of the uncontrollable) to ensure higher rates of customer satisfaction, worker productivity and efficient allocation of resources.
Operational Intelligence not only delivers short-term benefits. Users can look at many aspects of the field operation, over any timescale, to uncover deeper insights into operational and employee performance. It’s these insights that drive transformational change, a clearer direction and significant cost savings.
What value does Operational Intelligence provide?
Most organisations are capturing a broad range of data from various sources – workload planning, resource availability, schedule efficiency, customer satisfaction levels, etc. – and most have initiatives in place to increase the type of data recorded, using IOT for example. Despite the effort organisations place on data capture, often the data isn’t delivered in a format that supports decision making. Frequently decisions are made based on out of date or expired information.
Operational Intelligence has the ability to support business leaders by providing a detailed picture of what’s happening right now, and what action should be taken to ensure positive outcomes.
Technologies such as predictive analytics and machine learning are fuelling the power of analytics further. These advances in analytical capability are able to identify underlying patterns (good and bad) of performance in the operation, that were simply too complex for traditional applications to spot.
Combining this deep understanding of long-term performance, with the ability to highlight exceptions or occurrences in real-time, Operational Intelligence applications are capable of providing clear direction on the correct course of action.
OPERATIONAL INTELLIGENCE PROVIDES ORGANISATIONS WITH THE ABILITY TO:
What helps deliver great Operational Intelligence?
Effectiveness, is being able to define and measure it. Most field service organisations strive to deliver exceptional service, maximum productivity and a fully engaged workforce. Analytics are essential in ensuring businesses are headed in the right direction.