5 Steps to Becoming a Data-Driven Field Service Operation
Transcript of 5 Steps to Becoming a Data-Driven Field Service Operation
5 Steps to Becoming a Data-Driven Field Service Operation
[Software for the Workforce on the Move]
Without reliable data… running a field service organization feels like driving
in the dark.
[Software for the Workforce on the Move]
It’s hard to make decisions when you lack information about the success
of your company.
[Software for the Workforce on the Move]
By restructuring your field service operation with data at its center
[Software for the Workforce on the Move]
And a mobile app to facilitate data collection
[Software for the Workforce on the Move]
You can begin to make small improvements that reap huge benefits.
Such as…
• Access to more timely information• More relevant data• Faster decision making
[Software for the Workforce on the Move]
Use the following five steps to transform your field service
organization into a lean, mean data-driven machine.
[Software for the Workforce on the Move]
Break Down Barriers to Information
Access 1
[Software for the Workforce on the Move]
Make data accessible to the right people by integrating each piece of the
service puzzle.
[Software for the Workforce on the Move]
1. Break Down Barriers to Information Access
Integrated field service management (FSM) systems
allow you to connect, collect and…
[Software for the Workforce on the Move]
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
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
1. Break Down Barriers to Information Access
Analyze Data from Machines Using IoT2
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
2. Analyze Data from Machines using IoT
Employ the Power of the Field for Data
Collection3
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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
[Software for the Workforce on the Move]
3. Employ the Power of the Field for Data Collection
Benchmark Where You Stand… Then Act
on It4
[Software for the Workforce on the Move]
Having data is the first step in determining where you stack up against
competition.
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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?
[Software for the Workforce on the Move]
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
assumptions.[Software for the Workforce on the Move]
4. Benchmark Where You Stand… Then Act on It
Deliver Data to the Right Person at the
Right Time5
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
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.
[Software for the Workforce on the Move]
Conclusion
Learn the best practices for choosing a Field Service Management Software!
Download this Free Guide!
[Software for the Workforce on the Move]