Last week, Jeff Morris posted a blog for field service managers, providing advice on how to effectively analyze and utilize field service data. This week, I’d like to take that conversation a bit further and discuss how business analytics can help to drive considerable growth.
Jeff acknowledged that the amount of data coming from multiple sources is a challenge to manage for any field service manager and with many businesses leaving it unused that’s a lot of valuable business intelligence going to waste. Through field service analytics, an organization has the ability to turn the data into actionable information on a day-to-day basis.
So, how easily can a field service manager identify areas needing improvements?
Operational trends and benchmarking will help you to reveal where your business is not hitting your KPIs and what you need to target for improvement. Perhaps you’re finding that technicians are returning to customer sites because they lack the knowledge or part to complete the job or time is being spent on unnecessary tasks causing late or missed appointments. This ‘lost time’ is lost revenue and with analytics tools, issues can be easily and quickly identified which can make a significant impact to the business.
This ultimately leads me on to my next question - what KPI’s should a field service manager be measuring?
Firstly, you must identify the metrics that are important to your organization and which you deem critical to measure, to determine an overall successful performance. You then need to have the means to capture this data (preferably all in one place rather than a multitude of different, disparate systems) Finally, make full use of the analytics to get the business intelligence you need to keep on improving the business.
What is the biggest benefit to a field service organization when it comes to business insight?
An organization that leverages intelligence and analytics is more agile and responsive. As an example, in terms of customer insight, an organization can provide a great customer experience through the continuous business improvements it makes from benchmarking. It is not only capturing customer needs, which is generally gleaned from what the customer will tell them, but also through predictive and prescriptive analytics improving customer experience through anticipating service requirements. This leads to enhanced customer satisfaction and potential additional revenue streams - all from information that may already be being gathered.
For more information on how to drive business intelligence in your field service organization through field service analytics, download our latest Insight Report.