On-site service management is strongly supported by analytical data. Data can be used as key indicators, performance indicators, and analysis, and appear in the form of dashboards, graphs, and charts. It is essential business intelligence to promote productivity and service delivery.
Supervisors should be able to view relevant dashboard data and information on a daily basis so that they can track and monitor performance and work progress. This data will enable them to make better business decisions to improve services and manage their work more effectively.
Decent small business field service management software will use a combination of dashboards, such as:
Task Dashboard-The operations of the day can be highlighted on the task dashboard, which may detail the required appointments, such as marking auxiliary appointments and any follow-up actions due to emergencies during non-working hours.
The task dashboard may also record any special materials that need to be ordered, reminding the relevant field staff before the upcoming work.
Supervisor dashboards-These enable teams to view projected and recent profitability by team and resources, and have in-depth analysis tools for specific jobs.
The supervisor can also monitor the estimated and recent scheduling capabilities and analyze the cost impact if the time is not effectively filled.
Data can also be provided to support business decisions with long-term impact, such as overall team performance monitoring as part of an efficiency driver, or cost analysis to review the specific performance of business units. The management team and board of directors can use this data to truly gain insight into business performance and make improvements.
For example, the type of analysis can include the number of jobs, target jobs, schedule, weekly/monthly jobs, and customer satisfaction data. This level of detail can support service management because it provides important daily analysis data to drive long-term improvement.
The field service management software should be able to generate standard KPI reports, such as:
- Number of jobs by site
- Complete on time
- Appointment created
- Appointments and fixed rates
- recall
- average cost
- Average repair completion time
- Target date for ongoing work
- Job repair rate
These types of reports will enable companies to monitor and respond to stress in their business to maximize capacity, productivity, and service delivery levels.
Therefore, you can use analytical data in business intelligence tools, and monitor performance and provide information for any business improvement. In the modern era and our current knowledge economy, this type of data is critical because it provides the information needed to keep any business lean, agile, and optimal.
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