Field Service Intelligence (FSI) is a comprehensive service analytics solution that provides a clear, data-driven view of past, present, and future service delivery. Seamlessly access all service analytics capabilities—Business Intelligence, Performance Intelligence, and Applied Intelligence—at your fingertips, all in one location.
Gain a unified, “Whole of Field” perspective of service delivery. Access all the insights you need to make better decisions, optimise performance, and identify improvement opportunities, all in one place.
Keep your promises to customers by delivering consistent, high-quality service. Stay on top of SLA and KPI adherence with live monitoring, ensuring your teams can act swiftly to maintain compliance and mitigate the risk of fines.
With real-time performance intelligence, FSI ensures your service delivery is always on track, unlocking opportunities for new business and improving long-term customer relationships.
A key feature to understanding and ensuring the quality of services being delivered, Insight provides genuine real-time data that enables users to review everything that is happening in their business, as it happens.
Via one comprehensive dashboard, users can view multiple performance metrics, while the solution highlights potential areas of risk that may need attention.
This empowers organisations to drill into more detail to better understand each area of ongoing service performance. With this information easily at hand, they can then make timely decisions, or escalate highlighted risks, to proactively make the changes required to ensure service quality and the achievement of all KPIs.
FSI provides organisations with a holistic view of past operational performance. Through a suite of standard reports, users can easily access data that offers a historical overview of service delivery.
FSI includes pre-configured, sector-specific report packs that aggregate data from across the Totalmobile Platform surfacing critical metrics like job completion rates, SLA, productivity, and customer satisfaction, allowing you to easily assess operational performance across different service areas.
This information can then be reviewed across a range of elements, including geographical regions, team level, and individual field worker performance, enabling a comprehensive understanding of where standards have been met, performance trends, and areas needing improvement.
Reviewing historical and real-time data empowers organisations to make smarter, more timely decisions. FSI analyses all information gathered by the solution to provide actionable recommendations.
Each recommendation is supported with evidence showing how the proposed change is projected to positively impact future service delivery and deliver greater value.
Acting as an operational advisor, Insight highlights trends, recurring poor performance, and potential risks. This enables organisations to fully utilise available data for continuous improvement in all aspects of service delivery.
Insight proactively identifies potential risks and opportunities within service operations. By forecasting future trends and patterns, it enables organisations to pre-emptively address challenges and capitalise on emerging opportunities, ensuring sustained excellence in service delivery.
FSI enables users to review performance on multiple levels – including providing an overview of the performance of an individual worker, or team of workers. This is achieved by looking at a range of performance areas that encompass productivity, efficiency and compliance that can then be weighted to provide an accurate and relevant result.
The key metrics provide a shift score for each worker which can then be aggregated to view weekly or monthly performance. These scores can then be used to review individuals or teams and identify where support may be required.but also trend analyses over extended date ranges, offering a comprehensive overview of operational efficiency.
FSI provides users with a comprehensive view of performance, enabling them to review every aspect of service delivery at detail. However, often executive and management require a simplified version that highlights the most important metrics.
The executive dashboards, provided by Insight, provides a quick and easy to read version of the solution that displays the most relevant data and highlights areas that require attention.
Baxi have implemented Insight from Totalmobile to provide a real-time understanding of ongoing service performance. By keeping in touch with all that is going on across their field workforce, they are able to keep their promise to their customers and ensure a quality service is being delivered, while proactively dealing with any potential risks to the plan.
