Resource Type: White Paper Published by: IFS Title: Digital Transformation and enterprise service management - what's next?
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Jul 27, 2017 • Features • Future of FIeld Service • resources • white papers • White Papers & eBooks • Digital Transformation • Enterprise Service Management
Resource Type: White Paper
Published by: IFS
Title: Digital Transformation and enterprise service management - what's next?
Want to know more? This white paper is available to Field Service News subscribers but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription! Click here to apply for a subscription now and we’ll send you this white paper to your inbox now instantly as a welcome gift!
Synopsis:
Digital transformation is the predominant trend impacting today’s global business. Broadly speaking, digital transformation speaks to the changes produced by the application of digital technology to society at large—just walk down a street or go into a coffee shop and look at the eyes focused on the ubiquitous smartphone.
But for business, digital transformation goes beyond the tactical application of technology—something that has been happening in enterprises for years—to the strategic incorporation of digital technology as the very basis for competition. It is transforming business models by speeding innovation and making ongoing practical gains in operational efficiencies, product design, development and delivery, and customer relationships. It’s changing the way companies think about coming to market.
In this age of digital transformation, the old methods of service simply don’t apply anymore. World-class organisations must now anticipate service needs before they manifest as problems by taking a proactive approach to service delivery. To be sure, the technologies driving the digital transformation are both ratcheting up the pressure on service while providing new opportunities. Those companies looking to what’s next as service continues to evolve will benefit greatly as the digital transformation continues.
Overview
The white paper focusses on three core elements of digital transformation in a field service context:
Impact of Digital Transformation on Field Service
For service providers, the digital transformation will mean increasing competitive pressure in terms of time to response. At IFS, we believe there will be a rapid escalation in response time competition across the service provider industry. Response times are shortening because of customer expectations, technology capabilities, and competitive pressure .
Because of the disruptive nature of technologies such as IoT, the change will not be incremental. I
f your current response time is a week, it’s not enough to reduce it to six days. It will have to be a more dramatic reduction, and those that move first will have an advantage. Expectations are changing from days to hours or minutes, and those that are left behind will lose business.
Supporting the Digital Transformation in Service
A company pursuing digital transformation must have tools that allow executives and managers to review and orchestrate processes that align with their business strategy to ensure process execution delivers that strategy.
A company pursuing digital transformation must have tools that allow executives and managers to review and orchestrate processes that align with their business strategy
This can happen by assessing real-time business performance in the context of how it affects key business processes and goals, giving managers real-time operational intelligence and actionable controls to solve issues before they become problems. The solution is about strategy acceleration and execution.
What's next?
A recent report on the state of digital transformation had some interesting results: 88 percent of companies surveyed said they were undergoing digital transformation efforts, but only a quarter had an understanding of what it is.
The challenge creating this gap, according to Forbes, was not investment in technology but rather the realignment of business models to reflect the transformation being sought. This underscores the point made by IDC: digital transformation is not just a technology trend, but rather a core business approach at the center of enterprise strategies across all industry segments and markets.
Want to know more? This white paper is available to Field Service News subscribers but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription! Click here to apply for a subscription now and we’ll send you this white paper to your inbox now instantly as a welcome gift!
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Jul 20, 2017 • Features • Microsoft Dynamics 365 Field Service • resources • White Papers and eBooks • White Papers & eBooks • eBECS • software and apps
Resource Type: White Paper Published by: Field Service News and eBECS Title: FSM System Analysis report - Microsoft Dynamics 365 for Field Service
Resource Type: White Paper
Published by: Field Service News and eBECS
Title: FSM System Analysis report - Microsoft Dynamics 365 for Field Service
Want to know more? This white paper is available to Field Service News subscribers but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription! Click here to apply for a subscription now and we’ll send you this white paper to your inbox now instantly as a welcome gift!
Synopsis:
Almost all industry experts including practitioners, analysts and vendors are in agreement that the selection of a Field Service Management (FSM) system is far more than just an IT decision.
Field Service has always been a mission critical operation, but as we move into a world of servitization and outcome based solutions, efficient field service delivery is more crucial than ever before.
With this in mind, the correct selection of a FSM system to meet the demands of your individual organisation is crucial and should be based on a thorough understanding not of only the technology but also how a vendor can work with you to ensure best practice implementation - to help you see the efficiency gains, productivity improvements and return on investment promised.
Microsoft is of course a name that has been synonymous with enterprise computing for decades and their FSM offering is, as would be expected, one of the leading solutions within the FSM sector, identified by Gartner as a leader within the space.
Microsoft is of course a name that has been synonymous with enterprise computing for decades and their FSM offering is, as would be expected, one of the leading solutions within the FSM sector, identified by Gartner as a leader within the space.
This is where specialist providers such as eBECS can add additional layers of value in helping companies through the implementation process in order to make sure they are able to get the most from the tools embedded within Microsoft Dynamics 365 for Field Service (Microsoft Field Service) and do so as swiftly and efficiently as possible.
In this white paper we will be first taking a closer look at the key elements of Microsoft Field Service and then exploring the benefits of working with a systems integrator such as eBECS when implementing the system.
Overview
The white paper is split into two main sections. Each of which include:
Section One: The capabilities of Microsoft Field Service
The first section of the whiter paper explores the core functionality, pros and cons of Microsoft Field Service with a look at the following aspects of the solution:
- Major benefits of the system
- An overview of functionality
- Who is currently using Microsoft Field Service
- Scheduling Functionality
- Reporting Functionality
- The mobile aspect of Microsoft Field Service
- Integration capabilities of Microsoft Field Service [/unordered_list]
Section Two: Microsoft Field Service vanilla flavour vs. the added value of eBECS
In the second part of this comprehensive white paper we explore how an EBECS implementation differs to a standard implementation of Microsoft Field Service - here we look at two key areas the added IP that eBECS bring to the table and also their own approach to implementation.
Additional eBECS’ IP
Currently there are two additional software tools that are available exclusively to eBECS’ field service clients. Firstly, there is there is an additional tool to the Mobile Offering which is their Site Assessment Survey. Secondly, eBECS offer an ‘Accelerator Pack’ which is designed to help organisations take advantage of the powerful but often complex to set up tools such as PowerBI which is powerful part of the Microsoft technology stack discussed within the white paper.
Perhaps crucially, the eBECS approach is designed to not only aid organisations in getting the most out of their investment, but also empowering them to be able to continuously refine parameters themselves - something that in the fluid world of field service can be rewarded in significant savings in both time and money further down the line.
The eBECS’ Approach to Implementation
Whilst the added IP included within the eBECS solution is of undeniable value, it is arguably within their implementation process that the greatest benefits are to be found.
Michael Smythe, eBECS comments “When we talk about customisations and implementations etc, this is where we excel as we have built a team of industry experts - field service experts who haven’t just worked on IT implementation but have actually been in the industry and understand how these things work. People that can help you and work with you, side by side to build a platform that is suitable to meet your business goals.”
It is this intimate understanding of the industry that is perhaps key to their success to date. As it is this understanding that allows them to act within a truly consultative capacity, rather than being simply a technology implementation team and again we explore this approach within the latter segment of the white paper.
Want to know more? This white paper is available to Field Service News subscribers but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription! Click here to apply for a subscription now and we’ll send you this white paper to your inbox now instantly as a welcome gift!
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Jul 10, 2017 • Features • Management • Coresystems • crowd service • resources • White Paper • White Papers & eBooks
Resource Type: White Paper Published by: Coresystems Title: 3 Traps to Avoid if You Want to Meet Your Customer Satisfaction KPI
Resource Type: White Paper
Published by: Coresystems
Title: 3 Traps to Avoid if You Want to Meet Your Customer Satisfaction KPI
Field Service Professional? Click here to apply for a complimentary industry subscription to Field Service News and get the white paper "Preparing for the Connected Customer" sent directly to your inbox now
Synopsis:
For field service management (FSM), one of the most crucial KPIs is customer satisfaction.
Customers who are pleased with products and services are not tempted to seek out better solutions. In effect, guaranteeing customer satisfaction is a way of building up a loyal clientele and ensuring retention...
This white paper published by Coresystems explores three traps that every field service organisation must avoid if they want to ensure that they are meeting perhaps the most important KPI in todays competitive service landscape - customer satisfaction...
There are three things to pay close attention to when measuring this KPI: speed, quality and customer engagement.
The three traps many field service companies fall into according to this white paper are:
- Trap #1 - Long wait times
- Trap #2 - Diminished quality
- Trap #3 - Feeling left out
Overview:
There are three things to pay close attention to when measuring this KPI: speed, quality and customer engagement. This white paper offers an important list of ways to steer clear of bad service traps.
1st Trap: Long Wait Times:
Time is of the essence. Time wasted – on hold, repeating information to call center representatives who have no background knowledge of the issue, waiting for available service appointments or busy technicians – feels like time stolen to customers. A survey conducted by Aberdeen group showed that 51% of those surveyed were most dissatisfied with the waiting times for appointments.
Field service management software can play an integral role in increasing service response time by:
- By integrating quick response codes (QR code) into devices, companies give customers the technology to quickly transmit all the necessary product details to service providers with one quick scan.
- By taking advantage of the latest developments in IoT, like sensors, companies can rely on predictive technology to respond to breakdowns or glitches before they occur.
- By relying on a crowd service , companies can be sure they have a sufficient workforce with the expertise needed to handle customers’ technical service issues.
2nd Trap: Diminished Quality:
According the Aberdeen group survey, when asked to list their top four (out of twelve options) reasons for being dissatisfied with customer service, 58% of those surveyed stated that it was technicians who could not solve their issues due to a lack of expertise or equipment.
Should your customer survey indicate that clients are dissatisfied with the level of quality your service technicians are providing, the most immediate response you can take is to ensure that your technicians are properly trained to perform the tasks at hand. However, it can sometimes be difficult to find experienced and highly-qualified specialists. This is where the targeted use of FSM software can have measurable positive implications.
3rd Trap: Feeling left out:
Some companies make the mistake of assuming that a customer is content to report a problem and sit back and wait for the solution to appear.
This is a dangerous assumption to make. 38% of customers surveyed reported that they were unhappy about technicians not arriving on time. They were not content with knowing that technicians were on their way, they wanted to be able to track the progress of their repairs from start to finish. They wanted access to 24-hour status updates.
They wanted to be able to report problems when they occur, and not have to wait for the limited window of opportunity during which customer representatives were available.
Want to know more? Field Service Professional? Click here to apply for a complimentary industry subscription to Field Service News and get the white paper "Preparing for the Connected Customer" sent directly to your inbox now
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Jun 14, 2017 • Features • Astea • Future of FIeld Service • resources • White Paper • White Papers & eBooks • Customer Satisfaction and Expectations
Resource Type: White Paper Published by: Astea Title: Preparing for the Connected Customer
Resource Type: White Paper
Published by: Astea
Title: Preparing for the Connected Customer
Synopsis:
This is the era of the connected customer—consumers who are used to having the entire Internet at their fingertips, who can instantly interact with friends and associates via text or social media, and who can quickly summon a ride, make restaurant reservations, or order a gift with a few clicks and swipes on their phones.
Connected customers present both challenges and opportunities for field service organisations. Their expectations have increased based on their experiences interacting with other types of service providers such as Amazon.com, Uber, FedEx, and Zipcar.
These customers want more information, along with faster, better service, and more control over their experience.
This white paper asks if your organisation is ready to meet their increasing demands...
Overview:
Supported by research by Frost & Sullivan, this white paper covers three key areas:
Rising Expectations of the Connected Customer
Connected customers are intimately familiar with the capabilities of mobile computing technology in a way that they were not 10 years ago. They expect field service technicians to be able to access those same or even more advanced mobile capabilities.
Leveraging Customer Connectivity
Enterprises are rapidly embracing mobility. According to data from Frost & Sullivan, 47% of North American businesses have at least 11 different mobile worker apps deployed, and 88% plan on introducing at least one new employee-facing app within the year.
Meeting the Challenge of the Connected Customer
Engaging effectively with connected customers requires an investment in field service management (FSM) and mobile technology that can keep pace with the technology in which your customers already have access. There are a number of challenges involved in that process, including:
- Navigating a fragmented and confusing market
- Predicting customer needs
- Determining the best technologies to deploy
Want to know more? If you're a Field Service Professional then click here to apply for a complimentary industry subscription to Field Service News and get the white paper "Preparing for the Connected Customer" sent directly to your inbox now
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May 19, 2017 • Features • Predictive maintenance • resources • White Paper • White Papers & eBooks • dynamic scheduling • IFS • IoT
Resource Type: White Paper Published by: IFS Title: Utilising dynamic scheduling in a predictive maintenance world
Resource Type: White Paper
Published by: IFS
Title: Utilising dynamic scheduling in a predictive maintenance world
Synopsis:
People assume that machines will talk to each other as part of IoT, but it seems that the integration of data from IoT projects is something that is lacking.
In fact, it’s common to see organisations working with multiple IoT projects because of the disconnected flow of data. Effective use of real-time data from IoT projects enables operative predictive maintenance, which can link to advanced scheduling, more effective delivery of service, and higher customer satisfaction ratings. But how do these three business strategies link together?
In the context of this white paper, IoT means using data coming from sensors, in combination with data interpretation to predict maintenance needs. From those predictions of maintenance needs, the most efficient field schedule can be created through advanced scheduling based on data provided from the machine in the field, technician skills, and parts and tools needed for maintenance.
These predictions in combination with advanced scheduling take the schedule beyond drive time and identify the most effective use of your most important asset—the field service engineer
Overview:
This white paper covers four key areas:
IoT Strategy:
No matter the industry, any company can leverage an IoT strategy. Mobile phones, tables, machines and other devices continuously collect information that can be analysed and acted upon.
Cisco IBSG predicts there will be 50 billion internet-connected devices by 2020. This is an astonishing 100 percent increase from 2015.
This increase in internet-connected devices provides the opportunity to embrace IoT in a big way by leveraging large quantities of data from connected devices.
Predictive maintenance:
As unplanned downtime can disrupt an entire organisation, diminishing down-time is invaluable to organisations.
A survey conducted by Nielsen Research demonstrated that downtime costs an average of $22,000 per minute.
Because downtime can be so costly, most organisations invest in predictive maintenance in an effort to replace worn-down parts before they cause downtime. A well-designed IoT solution is a step in the right direction.
Leveraging real-time with advance scheduling:
When real-time data from an IoT solution connects with an advanced scheduling solution, a field technician can be notified of high-priority maintenance, prioritised by the advanced scheduling solution’s ability to adjust a schedule by responding to customer SLAs as appropriate.
The solution generates the most efficient, cost-effective schedule, identifying travel routes for the technician in closest proximity to the site of maintenance, with the right tools and skill-set to meet the maintenance needs.
Benefits of an IoT solution:
To move from reactive maintenance to predictive and preventive maintenance, an IoT solution providing real-time data should be implemented. By attaching sensors to equipment and facilities, an organisation can gain information about the condition of the equipment and facilities and how they are being used.
A task could be assigned to a field technician who travels to a customer site to address an issue before a customer is even aware that they have an issue.
The field service system analyses the data and issues prescribed actions that automatically lead to tasks being performed based on rules defined by the user. For instance, a task could be assigned to a field technician who travels to a customer site to address an issue before a customer is even aware that they have an issue.
Talk about a high customer satisfaction rating!
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May 02, 2017 • Features • resources • White Papers & eBooks • ClickSoftware • ebook • Field Service Engagement
Resource Type: eBook Published by: ClickSoftware Title: The Roadmap to Field Service Engagement
Resource Type: eBook
Published by: ClickSoftware
Title: The Roadmap to Field Service Engagement
Synopsis:
Field service customer expectations are higher than they have ever been. Companies are promising a great customer service experience, but only some are delivering it.
When a customer receives good service from one company, it sets the bar higher for everyone. The customer will expect – or at least hope – they receive the same level of service from you.
The last field service technician (from another company) called an hour before he got there. He was on time. He was clean. He was friendly and helpful. Now the customer calls you. Can you deliver at the level of the customer’s last experience?
To win in today’s field service landscape we must recognise that every interaction, however small, is an opportunity to create an impression. Are you ready to deliver greater value to customers all day, every day?
This detailed eBook published by ClickSoftware takes you through some key guidelines to help get you on a journey to establishment true field service engagement with your customers.
Overview:
So what exactly is field service engagement? According to ClickSoftware, publishers of this eBook field service engagement is both a mantra and a model and this model is designed to help field service organisations gain a competitive edge in an evolving service landscape.
Today’s technology stands to transform field service more rapidly than ever before and organisations that embrace new technologies stand to improve customer engagement exponentially. Many early adopters of advanced route mapping, augmented reality, the Internet of Things, and self-service are discovering the immediate gains these technologies unlock.
Unfortunately too many focus on the technology, and not the customer. If we want to prosper amidst advancements, we must prove fancy technology adds value to the end user. Today’s customers have unprecedented service options, and access to unfathomable amounts of data. As a result, the pace of change in platforms, solutions, and customer loyalty have never been faster.
The bottom line is too few field service management organisations are stopping to ask, “Exactly how will this new found customer behaviour impact my service?” It’s in direct reaction to these trends that this eBook outlines the Field Service Engagement framework to help field service organisations achieve new and lasting connections with their customers.
Across nearly 40 pages of detailed analysis and insight the eBook focusses on four key tenets that should be addressed to drive your field service delivery forward and push customer engagement levels higher.
These are:
- Disrupt what isn't working
- Unlock Service Interactions
- Operationalise human potential
- Optimise the experience
[/unordered_list]
Although it covers a lot of ground this eBook does a great job of breaking down the information into highly digestible chunks and focusses on the most salient points in a concise and extremely well thought out manner and should be essential reading for any field service professional who is tasked with either raising customer satisfaction KPIs, service profitability or both.
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Apr 19, 2017 • Features • Coresystems • crowd service • White Paper • White Papers & eBooks
Resource Type: White Paper Published by: Coresystems Title: Understanding Crowd Service Solutions: The Evolution Of Field Service
Resource Type: White Paper
Published by: Coresystems
Title: Understanding Crowd Service Solutions: The Evolution Of Field Service
Synopsis:
Companies looking to stay ahead of the curve and adapt to the rapid advancement of digitalization in their respective industries have long been concerned with Field Service Management (FSM).
They have reimagined their business philosophies around the conviction that customer satisfaction is a major priority and that new innovations are also shifting customer demands. Innovative CEOs and service executives know that FSM software alone will not be enough to meet real-time service expectations and needs.
They are looking to something with the groundbreaking potential to revolutionise the services industry and customer experience. They are turning to crowd service solutions. What promises does crowd service offer the field services industry?
How can you use them to improve brand loyalty? Why will they be the only way forward in the age of IoT?
This white paper outlines the premise that the only way forward is to combine field service management with crowd service technology
Overview:
The white paper explores three key areas in establishing the case for a new crowd sourced approach to field service that leverages the growing 'gig-economy' in order to meet growing customer demands whilst reducing operational costs for field service organisations.
The Service Executive Bible: What Matters Most
It is only logical that service executives would be primarily concerned with optimising the customer experience.
In fact, a study conducted to determine key issues facing service executives in comparison to other business executives highlighted how much CSOs value customer satisfaction over other KPIs.
However, with the manpower currently available to them, CSOs are running up against a brick wall. In order to continue achieving their aim of consistent customer satisfaction improvement rates, they need a bigger team of technicians and experts who can keep up with the new pace being set by the latest innovations in technology. The trend is heading towards crowd services.
It will soon be the only way to meet the demands of a growing workload.
The Evolution Of Field Service
Just as the rise of machines gave rise to more advanced and capable machines, so to have field services evolved over the years. What used to be an analog process of collecting and sharing information about customers and devices, has now become automated, and in some cases completely digitalized.
This has in large part been the response to the need for more streamlined and efficient processes. FSM software ensures that everyone is on the same page: the company, the technicians, the customers.
The white paper explores the development of FSM in depth focussing on:
- The Way It Used To Be: The Analog Approach
- Today’s Standard: Field Service Management In The 21st Century
- Where We Are Headed: Crowd Service And Predictive Maintenance
Crowd Service Technology
A crowd service is a pool of skilled, freelance service technicians who are available to respond to service calls when needed. These crowd service technicians possess the necessary IT know-how to address various technical issues. Thanks to field service management software, they also have access to internal company manuals, tutorials and videos as well as to customer and device/machine specifics for getting the job done quickly and effectively.
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Mar 23, 2017 • Features • resources • White Papers & eBooks • White Papers. Resources • ClickSoftware • field service • Uberization of field service
Resource Type: White Paper Published by: ClickSoftware Title: The Uberization of Service: A consumer and supplier view
Resource Type: White Paper
Published by: ClickSoftware
Title: The Uberization of Service: A consumer and supplier view
Synopsis:
With the advent of real-time communications and new technologies such as social media, wearables, IoT, augmented reality, and artificial intelligence, there are countless opportunities for businesses to transform customer service. Key research from ClickSoftware presented in this white paper looks to the challenges of the near future of field service...
ClickSoftware, have commissioned a global industry and consumer research project to further understand consumer expectations when it comes to services being delivered to the home.
By comparing this with field service supplier plans to implement and enhance their offering and roll out new technologies, the survey set out to make comparisons between the two in a rapidly changing landscape, and uncover any discernable gaps or challenges in the provision of a great customer experience. The findings of this research are in this report.
Download this white paper published by ClickSoftware to find out:
- How the ‘Uberization of service’ is driving a more demanding, hard-to-satisfy, customer base
- Why 61% of all respondents globally have cited ‘customer satisfaction’ as a key priority
- Detailed analysis of Consumer vs. Supplier Findings and how the needs of customers and focus of suppliers marry
Overview:
The modern day consumer has a new perspective on customer service, and irrespective of sector or business, they expect and demand a level of real-time communication and visibility. Service levels provided from retailers, such as Amazon and Uber, are driving expectations across the board, forcing other industries to play catch up.
With this in mind, ClickSoftware, the leading provider of field service management software, commissioned global industry and consumer research to further understand consumer expectations when it comes to services being delivered to the home. By comparing this with field service supplier plans to implement and enhance their offering and roll out new technologies, the survey set out to make comparisons between the two in a rapidly changing landscape, and uncover any
With the advent of real-time communications and new technologies such as social media, wearables, IoT, augmented reality, and artificial intelligence, there are countless opportunities for businesses to transform customer service
It also points out one key difference: suppliers are focused on the delivery of new technologies rather than recognising that optimised, real-time communications and a transparency for service delivery are high on the customer agenda. The survey results also highlight some key differences in expectations and communications methods by geographic region, underscoring the complexity of running an international field service business, where end users in each region expect different things from customer service.
The white paper then moves into three key sections:
Executive Summaries: Consumer Survey
Overall, the survey responses show customer expectations are increasing across the board, with the ‘Uberization of service’ driving this and generating a more demanding, hard-to-satisfy, customer base. Essentially, customers know that the advent of technology now allows for engineer location tracking and up-to-the-minute communication, and they have come to expect this
Executive Summaries: Supplier Survey
When field service suppliers were asked which measure of field service management their organisation values most, an average of 61% of all respondents cited ‘customer satisfaction’ as the top field service measure, with as many as two-thirds of those polled in Australia selecting this answer.
Comparative Survey Analysis:
The final section of the white paper is the most detailed and insightful, bringing the data from these two essential pieces of research to identify the most important trends appearing on both sides of the service spectrum. With the data laid out in clear graphical formats accompanied by well thought out and intelligent analysis, it is advised reading for any senior field service professional.
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Mar 16, 2017 • Features • John Cameron • Magazine (digital editions) • metrics • resources • white papers • White Papers & eBooks • field service • Trimble
Resource Type: White Paper Published by: Trimble Title: A Quick to Field Service Metrics
Resource Type: White Paper
Published by: Trimble
Title: A Quick to Field Service Metrics
Click here to subscribe to Field Service News and get this white paper sent directly to your inbox now
Synopsis:
Field Service Managers face a big challenge balancing customer service with operational efficiency. It can be often hard to know how each important aspect is performing; and making changes in one area can affect the other. A successful Service Manager will leverage KPIs to gain visibility into their operations; helping them to manage both aspects of their business.
This White Paper published by Trimble Pulse takes a look at the some of the key considerations as to what metrics field service managers should be focussing on.
The white paper includes sections on:
- The importance of KPIs
- The top 5 field service KPIs
- A guide to benchmarking your own KPIs against best in-class field service organisations.
Overview:
Historically, field service organisations measured their success based upon the cost of service delivery and revenue generation. However, as competition in the industry heats up and customer expectations reach an all-time high, measuring additional Key Performance Indicators (KPIs) has become critical to success.
Field service companies need to know what is working and what isn’t in their operations in order to make improvements. This is easier said than done.
With so much data flowing in from multiple sources, in various formats and through an array of tools, determining what is useful can be a minefield for service organisations
Field Service Managers need to extract data from their operations in two ways.
Firstly, they need instant, accurate information on which they can make on-the-spot decisions and secondly, performance management analytics should also be gathered so they can benchmark performance trends and learn from experiences.
Ultimately, you cannot improve on what is not already being measured.
Identifying KPIs, measuring them and setting goals for improving them will reap rewards for any service operation.
Importance of KPIs
In order for field service organisations to obtain and retain customers, they must have a solid understanding of how their field operations are performing at all times. When utilised well, KPIs keep the service team focused and, most importantly, identify where improvements in the business are needed.
The business dynamics of delivering field service have changed, and customers are demanding higher levels of service. Field service organisations need to adapt accordingly which often means empowering their technicians with the tools and knowledge to fix things the first time – every time.
KPIs can help measure how well an organisation is meeting this objective as well as provide data that will help improve the effectiveness of each technician in completing their job.
Top 5 field service KPIs
The white paper takes an in-depth look at the following KPIs
- Customer Satisfaction
- SLA compliance
- Technician Productivity
- Technician Utilisation
- First-time-fix rate
How do you compare
The white paper explores research by Trimble Pulse which highlights that there is a lot of room for field service organisations to improve upon when it comes to using field service data. The research surveyed field service managers to find how their organisations use KPIs and whether they are successful at leveraging KPIs to improve business productivity and efficiency.
Without this insight, how can you make decisions which enhance business productivity, cost efficiency and create loyal customers?
The final section of this white paper explores the findings of this research and outlines best-practice approaches to field service metrics.
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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