A commitment to improve in anything requires acknowledging the need to improve, charting a plan of attack, and perhaps most importantly, actively monitoring and tracking performance in real-time. Field services KPIs often revolve around metrics such as FTFRs, average repair times, and customer satisfaction rates. Collaborative progress dashboards can also easily be developed to help build accountability, engagement, and a continuous improvement mindset.
When it comes to ensuring that the right parts and skill sets all get to the right places on time, field service managers face many of the same challenges as busy air traffic controllers. The multitude of variables in play makes delays inevitable. But here again there is an abundance of innovative, new technology being developed to take much of the heavy lifting out of these detail-oriented tasks, including AI-powered solutions focused on predictive scheduling and route optimization.
The best field managers are good at anticipating service calls and needs, which they do by capturing insights and patterns from historical data, yearly trends, and past customer interactions. These areas alone – predicting demand and planning for it – continue to inspire all sorts of new technologies that can optimize technician availability by balancing workloads, checking for potential scheduling conflicts, and tracking demand levels. Taking advantage of what these new technologies can offer is a field services planning no-brainer and strong satisfaction catalyst.
Performance Benchmarking
Scheduling & Dispatching
Demand Forecasting
& Capacity Planning