09.22.21 -- The Most Important KPIs For Field Service Management

The field service knowledge gap is rearing its ugly head in just about every field service organization. According to the ManpowerGroup's Employment Outlook Q3 2021 survey, a whopping 69 percent of companies have reported talent shortages and difficulty hiring — a 15-year high. Market dynamics are causing the knowledge gap to widen to the point where customer satisfaction is suffering, labor costs are increasing, and margins are under pressure.

In mid-March of last year, everything changed. In some instances, employees went from working in an office to working at their dining room tables overnight. When COVID-19 hit, many companies had to make the difficult choice to send their people home and continue their work remotely. Boardroom meetings and conversations in the office were replaced by video conferencing with Zoom and Go To Meeting, and remote management software for remote project management became the hot ticket item to keep teams working collaboratively.

Life is a series of changes, and the field service industry is not immune to this fact. Disruptions such as the COVID-19 pandemic are causing your clients to rethink the way they do business. Does your field service organization have the right technologies to accommodate them?

We know that customer expectations are increasing, and they are choosing brands that care and invest in sustainability. A good service offering is no longer enough on its own to influence today’s consumers, they want more—they want a brand they identify with in terms of values around sustainability.

If you’re a leader in the field service industry, it’s essential to track and measure key performance indicators (KPIs). KPIs are metrics that allow a business to track its performance and assess progress toward key objectives. Field service KPIs are performance indicators specifically tailored to the daily workflow and challenges of field service operations.