Article | February 10, 2020

The 8 Metrics That Matter In Field Service – And How To Improve Them

Source: Salesforce

If your company recently invested in field service technology, you’re already on the right path to future-proofing your field service operation. The next step is to connect your field service management solution to your customer relationship management (CRM) platform to get a complete view of your customer – and then gauge its effectiveness. 

There are eight key metrics to measure progress, from the tactical – such as first-time fix rate and time to site – to the holy grail: customer satisfaction. Read on to see how your company stacks up. If you’re not seeing improvements, we’ve outlined simple fixes and capabilities that can power positive results.

1. Have you seen a decrease in call volume?

Customers want service on their terms, and they want it to be as easy as placing an order for food delivery or requesting a ride through Uber – with an accurate, up-to-the-minute estimated time of arrival. If your dispatchers are still fielding a high volume of calls with scheduling requests and status updates, implement the following:  

  • Self-service capabilities. Enable self-service through a customer portal on your site or your customer-facing app. Customers can make and change requests and access a knowledge base with answers to frequently asked questions, like how to access service history or when it’s time for asset maintenance.

  • Automated notifications. Keep customers in the know with automated updates via email, SMS, or the customer portal when a mobile worker is nearby or if there is a delay.

  • Live tracking. Give customers the ability to see where a mobile worker is on a map with an arrival calculation, similar to what you would see on a ride-sharing app.

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