How To Improve Performance Measurement In Field Service With Service Intelligence

Learn how Field Service Management Software evolved into Service Intelligence Software – and what that means for your service organization.

Field service and its workforce are evolving—and at a rapid pace. Today, it’s more important than ever to understand if your performance management methods are evolving to fit these new needs. 

If you had to answer a few key questions about your service organization, would you be able to do so without manually pulling labor-intensive reports? For example, do you know:

• What is your field service organization’s First Time Fix Rate?
• Which customers have received the most service visits with the least successful outcomes?
• Who are your highest and lowest-performing technicians? Do you have visibility into areas where they have large pockets of knowledge, and what areas they may need training?
• Which parts or assets are costing you the most money in terms of repairs or maintenance in the field?

If you can’t answer these questions at a glance, you are missing important information about your customers and your workforce. While measuring workforce performance and customer satisfaction has historically been problematic, there are now effective ways to gain more in-depth insights into your business using the service data your organization produces every day.