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You can’t manage what you don’t measure

Surveys into field service delivery find that performance management and visibility continue to top the list of the key business concerns that managers have.

For you to track the performance of your service operations and understand your business, you’ll need visibility of the right information, when you need it and in a way that is meaningful to you.

Without this visibility you may be basing decisions on gut feel or doing things the way they have always been done.

Field service management technology gives you greater visibility into your field service operations. With that visibility comes a lot of data which is useful to the business, but the amount of data can often feel overwhelming in where to start or how to analyse what is needed. It can sometimes feel so overwhelming that data then sits unused. 

FieldAware leads the way in simplifying field service management and here we look at why simple can also mean effective when it comes to technology, which helps organizations get the information they need for their business success. You don’t want to be overwhelmed by data or have the time to wade through masses of numbers, so let your field service management solution organize the key information for you to identify the crucial stuff you need at any time to make decisions.

Business intelligence (BI) dashboards do just that and organize key metrics about your company’s service operation so that you can make fully informed business decisions.

With this view into your field operations, you will be able to answer questions like:

  • Which services are most profitable?
  • Which are the most productive crews and technicians?
  • How are changes affecting specific operations?

The visual presentation of data in BI dashboards needs to be easy to understand and should be easy to filter by service type, individual, crew or any other data point collected. Week-to-week or month-to-month comparisons can surface meaningful trends that can help fine-tune a service organization to run at maximum productivity – while maximizing profit.

Make Decision-Making Easy

A day in field service operations can often change and be unpredictable as even the best laid plans are affected if emergency work comes in or jobs overrun. On the spot decisions need to be made to keep up with and manage those changes and get the day back on track.

Lack of visibility into what is happening out in the field may mean poor decisions are made, which can have further impact on the day’s work. Having access to information can mean that better decisions can be made then and there, keeping the most effective plan for the work. The impact of making changes can be seen immediately and decisions can be based on that, taking into account this impact and any potential outcome on service performance, cost and the rest of the day’s work.

Essential Reporting

While day-to-day access to data is critical to the management of daily performance, business intelligence dashboards are also vital in the longer-term view. This information will feed into the more strategic business planning around budgets, resources, targets and areas to focus on driving performance in the future.

Identifying business trends is critical to growing revenue, retaining customers and increasing the productivity of field workers.  It’s important as a means of discovering problems before they can impact the business. Reporting is an essential component of any field service solution and being able to access the relevant information easily and quickly is fundamental. 

There is a saying that goes ‘you can’t manage what you don’t measure’, so to understand your business, you need to know what is going on from your performance reports. For the best results, you need a solution that meets these business needs.

FieldAware helps field service companies simplify their performance reporting to get the information that is needed for better decision making and business success.

Real-time visibility provides many of the answers a field service organization will need to better-manage the day to day operations and deal with whatever the day demands. For more information on improving visibility and where to start see our infographic on The Key to Visibility in Field Service: Twenty Questions to Ask Yourself.

To find out more about FieldAware join our 30-minute webinar here.

Categories: Business Practices, Operations, Service Chain

Tags: field service automation, field service

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