6 Key Metrics that Make a Difference in Field Service Management
Today, it’s possible for any field service organization to collect more data than ever. Right from their workforce’s performance to cost per job to customer requests, ratings, and complaints, data comes from multiple sources and in various forms. However, it’s a massive challenge for many companies to analyze this rapidly growing data for measuring their growth and performance in the present market. To simplify this, here’s listing out six key metrics that matter to your business. You can use them to track and measure your performance and improve your field service quality to earn customer delight.
Lesser time-to-site correlates to improved efficiency and productivity in field service. The shorter it takes a technician to reach a site, the longer they spend doing their work, which eventually helps you win the credibility of your customers.
A GPS embedded field service management app helps technicians to navigate the shortest route to a site. Dispatchers get a bird’s-eye view of resources in the field, enabling prompt interventions. For instance, if the shortest route shows any traffic congestion, the dispatchers can re-route a technician so that they will not miss an appointment and reach the site on time.
Intelligent, algorithm-based scheduling eliminates scheduler inefficiencies and bias. It ensures the right technician reaches the worksite, factoring in distance, skills, and nature of the job.
The jobs-per-day metric gives another good indicator of efficiency. This metric relates to the time-to-site parameter. Since time is a finite resource, a lesser time-to-site rate allows the technician to increase jobs-per-day.
A field service management software offers deep visibility into field operations. Supervisors and managers may intervene and fix any issues that impede speedy job execution.
A high job-per day rate depends on dispatches assigning the right people for each job. A competent or familiar technician does the work faster, compared to a newbie or a technician not familiar with the machine. Speedy job execution also depends on the technician having the correct equipment to execute the job. Adequate inventory of spares increases the first-time resolution, further increasing the number of completed assignments per day. A good field management software links to the inventory management suite, to actualize these aspects. The best field service software allows dispatchers to reassign tasks in the event of delays or sudden cancellations.
3. First-time fix rates
First-time-fix or first visit resolution improves efficiency, cuts costs, and increases customer satisfaction. The enterprise will not have to go through the hassles of a repeat visit.
First-time fixes depend on the technician having access to:
- Complete job information, including customer data, task details, asset history, and more
- Complete details of the machinery, including service history and insights to connected devices
A field service management suite allows the field technicians to download customer and machinery information. They may also log updates easily. Mobile field service organizers empower technicians with helpful resources for resolving complex cases. Examples include access to knowledge-base articles, how-to-videos, and connectivity with remote experts.
4. Call volumes
Increasing call volumes to support agents may mean the business is booming, and more customers engage with the company. Or it could mean issues in service delivery, with the existing pool of customers calling support agents multiple times. Either way, a field service management solution can reduce call volumes.
Self-service portals allow customers to find information or seek resolution, taking a load off the agent. For instance, a customer-facing app that allows the customer to change a set service schedule or access their service history. FAQs and remote help enable customers to solve fundamental issues, which reduces new work orders and associated support calls.
Push notifications through field service app keep customers in the know regarding crucial details. Live tracking of the technician on a map preempts calls to customer support agents regarding the ETA to fulfill a service request.
5. Customer Satisfaction
Until not-too-long-ago, the only indicator of a dissatisfied customer was the customer registering a complaint. Mobile field service software transformed this by enhancing accessibility through intuitive customer-facing apps that allow businesses to capture customer feedback quickly. Advanced sentiment tracker tools glean indirect feedback through social listening and other means.
Customer-focused field service management enterprises seek ways to improve their customer satisfaction scores. The improvement depends on finding out the root cause of low scores such as long wait times, low first-time resolution rates, poor customer support, reduced service quality levels, or anything specific to the business.
Integrating the field management software to the customer relationship management platform offers a complete view of the customer. Understanding the customer better allows the field agent to customize the engagement and delight the customer.
6. Employee Turnover
Field service always has high employee turnover. A significant cause for the turnover is slow, manual time-tracking and approval processes, which delay payments and retard job morale.
A field service management software auto-generates invoices and empower technicians to collect payment immediately on job completion. Optimizing process flow through field service automation further improves job morale and satisfaction.
The best field service organizer improves efficiency, reduces costs, boosts customer satisfaction, and delivers all-round benefits to stakeholders. Tracking the key metrics allows you to use the field service management solution optimally. Contact us to find out how ReachOut’s affordable and flexible field service management solution can influence your bottom line and transform your business.
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