5 Steps to Becoming a Data-Driven Field Service Operation

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Without reliable data… running a field service organization feels like driving

in the dark.

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It’s hard to make decisions when you lack information about the success

of your company.

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By restructuring your field service operation with data at its center

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And a mobile app to facilitate data collection

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You can begin to make small improvements that reap huge benefits.

Such as…

• Access to more timely information• More relevant data• Faster decision making

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Use the following five steps to transform your field service

organization into a lean, mean data-driven machine.

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Break Down Barriers to Information

Access 1

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Make data accessible to the right people by integrating each piece of the

service puzzle.

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1. Break Down Barriers to Information Access

Integrated field service management (FSM) systems

allow you to connect, collect and…

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1. Break Down Barriers to Information Access

Centralize data for easy access from multiple areas of the operation, including:

• Work Order and Job Tracking• Service Level Agreements and Contracts• Parts Tracking and Inventory• Customer Equipment Assets and History• Technician Schedules, Skills and Availability• Custer Site and Call History

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1. Break Down Barriers to Information Access

Service organizations utilizing FSM software complete more orders

and turn more profit than companies using paper or manual

methods.

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1. Break Down Barriers to Information Access

Analyze Data from Machines Using IoT2

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By using Internet of Things (IoT) sensors, data from your service machines can be

pulled into an FSM system.

This data allows you to monitor, analyze and predict future breaks or issues.

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2. Analyze Data from Machines using IoT

This data can be used to evaluate and analyze machine performance.

If something is not functioning as it should, a preventive

maintenance work order will be submitted.

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2. Analyze Data from Machines using IoT

Service organizations can use this data to inform

their preventive maintenance schedule

and guide future operations in production.

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2. Analyze Data from Machines using IoT

IoT also allows machine data to be delivered directly to customers,

allowing them to stay connected and aware on how their equipment is

doing.

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2. Analyze Data from Machines using IoT

Employ the Power of the Field for Data

Collection3

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Technicians are already collecting data. Make it

more efficient by equipping them with a

mobile device and service app that collect

real-time data in the field.[Software for the Workforce on the Move]

3. Employ the Power of the Field for Data Collection

A mobile FSM system allows technicians to instantaneously link their inspections, clock their hours, and send notes to the

back office.

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3. Employ the Power of the Field for Data Collection

This leads to…

• Reduced administrative time in back office

• More accurate data entry• Faster invoice processing time• Ability to submit work order to customer

for approval before leaving the job site• Access to training materials on site

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3. Employ the Power of the Field for Data Collection

Benchmark Where You Stand… Then Act

on It4

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Having data is the first step in determining where you stack up against

competition.

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4. Benchmark Where You Stand… Then Act on It

However, having access to service data isn’t enough. Follow

these three steps to go from benchmarking

to action.

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4. Benchmark Where You Stand… Then Act on It

1. Plan: How much will the job cost?

2. Measure: Based on the data collected, how much did the job actually cost?

3. Analyze: If the job cost more than the plan assumed, how can you account for these costs? Did the job take longer than expected? Did the tech have to go back for necessary parts?

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4. Benchmark Where You Stand… Then Act on It

Planning the data you need and how you’ll use it is as essential as collecting it

in the first place.

Real-time data allows businesses to identify trends, opportunities, and threats, forcing them to reexamine

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4. Benchmark Where You Stand… Then Act on It

Deliver Data to the Right Person at the

Right Time5

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Now that you’ve collected, measured and interpreted your data, it’s important to

get the results to the right people at the right time.

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5. Deliver Data to the Right Person at the Right Time

A variety of roles can benefit from the data you’ve collected, including:

• Executives• Service Managers• Service Technicians• Schedulers/Dispatchers• Stakeholders• Customers

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5. Deliver Data to the Right Person at the Right Time

Executives can leverage analytics to make better business decisions and enhance field service performance.

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5. Deliver Data to the Right Person at the Right Time

Service Managers use data to drive smarter decision making and increase

service efficiency.

Service Technicians, with the right insight, will spend more time on billable hours and less time entering data and

traveling.

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5. Deliver Data to the Right Person at the Right Time

Schedulers/Dispatchers will better understand how long jobs take when

given insight to time and inspection data.

Stakeholders can use data-backed findings to unveil what customers want and adjust their sales and production

strategies.

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5. Deliver Data to the Right Person at the Right Time

Customers will never be surprised on their equipment performance, service

levels and technician ETA updates.

It’s more important than ever for field service organizations to have strategies in place to measure

performance, and becoming data driven is the best way to make those measurements clear and actionable. 

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Conclusion

Learn the best practices for choosing a Field Service Management Software!

Download this Free Guide!

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