It has been drilled into us for years now that “data is king” and few can argue against this statement. But for your data to reach “king” status it must first be clean, quality data, and, perhaps more importantly, once you have the right data, you need to utilise it thoroughly. This blog looks at ways in which you can ensure you collect the right data and then use it in a manner that brings the greatest advantage.
For service organisations with a remote workforce, you instantly have a greater challenge. You have a vast amount of information that could (and should) be collected – quotes, contact and site details, maintenance records, job costings, time recordings and satisfaction scores to name but a few. But, with a group of people often working alone, each person may collect different data in different ways.
Even if you have the processes in place to collect this information, you have a secondary barrier in the form of the speed in which you can access the data. With operatives working in the field there may be delays in receiving the data they collect. Such delays, combined with a lack of consistency, inevitably muddy the quality and cleanliness of your data, which will subsequently hinder what you can achieve from it.
Luckily, service management software brings with it standard procedures which ensure all of the data you need is collected. Operating in real time, it also gives you the immediacy you need in order to capture and act on your findings quickly. For the purpose of this blog, we will make the assumption that you have a solution in place, such as Oneserve, that ensures your information is managed effectively. Which leads us to the next hurdle – how best to use your data.
Top 5 ways to utilise service management data
Monitor engineer performance
Even with an extremely conscientious team, productivity issues can seep in when there are lots of culminating factors. Monitoring team and individual performance should therefore be top of your data hit list. By regularly running reports that highlight factors such as the time it took to complete a job, the drive time, the first time fix rate, start times, the number of jobs completed per engineer and customer satisfaction scores, you can closely monitor performance. With this information you can act upon any inefficiencies and also identify how well you are utilising your team.
Manage parts usage
With a network of operatives on the road, it can be difficult to keep track of what parts have been used and what stock is sitting in vans or warehouses. This lack of visibility can lead to both over and under ordering of materials and can make it difficult to cost jobs effectively. With service management software, parts and stock can be monitored in one system. You can automatically replenish stock, monitor stock levels and accurately record costs against jobs.
Measure customer satisfaction
Customer satisfaction should be at the heart of all your operations and is a critical element of your data utilisation. A mobile solution gives you the flexibility and speed to directly record satisfaction via a simple series of questions answered on your operatives’ mobile devices. By using Oneserve, your customer satisfaction surveys are customisable and all data can be analysed within the system. This enables you to quickly respond to any concerns and ensure your entire business works in tandem to maintain excellent customer relations.
Analyse financial performance
Financial analysis is often the first consideration when you think of data utilisation, and rightfully so. There is a wealth of financial information that can be studied, so the best data utilisation tool in this instance is one that can simplify and minimise the time it takes to carry out your analysis. Field service management software automatically generates comprehensive reports in real time, removing what can be hours of time spent collating such information. Instead, you can delve into the statistics with confidence and respond with unprecedented speed to ensure you maximise profitability.
Manage your assets
You can take your data utilisation to a new level when it comes to asset management. Technologies can now connect sensors and artificial intelligence to continuously monitor the performance of your assets. Known as predictive maintenance, the software recognises if there are any problems developing and automatically schedules an engineer to visit the site and resolve the issue. In this instance, the data you utilise not only helps you provide a better service, it equips you with the knowledge necessary to offer a new service – one in which you can fix a problem before your customer even knows about it.
The above is only a fraction of what you can achieve when you have clean and complete data but by instigating such data mining techniques you will be able to make accurate and insightful decisions. And at the end of the day, accurate decisions drive business growth.
To find out more about how our service management and predictive maintenance software can help you better utilise your data, request a demo today and one of our team will give you a tour of the system.