Monday, 29 February 2016

Leveraging Analytics in Field Service

With mobility coming into the forefront of field services, the volume of data available has increased manifold. But this does not necessarily resulted in an increase in insight for many companies.

Cloudtrac AnalyticsWhile business intelligence is important for specialists, it is also imperative that co-ordinators and field service managers have access to relevant and real-time data to make informed decisions. This not only allows an informed decision making on a day-to-day basis, but, also largely affects the effective utilization of resources and meet emerging demands.

According to Aberdeen, only 68% of average users are satisfied with the relevance of analytical capabilities to their job roles.

Self-serving Business Intelligence
Self-serving business intelligence tools that present visually relevant stories are the need of the hour. Gartner has predicted that by 2017, most users will have access to self-service tools for preparing data for analysis.   

Relevant & Accessible
The value of data is in its relevance and accessibility. If information is hoarded in a department, or inaccessible because it is housed in complex databases or spreadsheets, then the service organization is wasting a valuable asset. Without that data, technicians are working on virtual islands without accurate information. They lack insight into specific customer issues, equipment performance, and other information that could help them resolve issues more efficiently and answer customer questions.

Linking Customer Feedback to Employee Performance
According to Aberdeen, 56% of leaders provide real-time measurement of field service performance to employees, and 44% associate field workers compensation to these performance-based metrics. Using this benchmark information helps employees drive change and innovation within the company.

Improving workforce management

The tangible insight provided by analytics teamed with the obvious advantages of a mobile based solution can accelerate problem identification and resolution. It also generates a sense of ownership in co-ordinators who are able to see the effect of their job and foster a culture for data-first innovation.

What's New in Feb 2016 - Dynamic Pivot Reports

In the ongoing effort to bring you a well rounded field service platform, we have extended to provide auto offline sync and added dynamic pivot reports to our kitty of offerings.

As a field service platform, we generate loads of data about equipment, billing, distance travelled etc. To convert this into intelligible measures such as first time fix, efficiency and resource utilization rate we need powerful analytics.

Keeping in line with this, we have added a new! analytical interface on the existing Reports and Activities on Cloudtrac :  

Cloudtrac Dynamic Pivots

Dynamic Pivot Reports Interface:

  • All reports now have a view and Analyze interface
  • View interface* supports column hide/show, sort,simple search and export (XLS & CSV)
  • Analysis interface supports pivot insight of the data shown
    • Drag and drop the columns and analyze data
    • View as tables, bar charts, line chart, heat map etc
    • Filter on the data and dig deeper
    • Simple TSV dump of the analyzed data

Dynamic Activity view and Pivot Interface:

  • Updated Activity Interface to view dynamic data and do quick pivot analysis
    • Helps you to dig deeper and visualize activity trends
    • Interface similar to Reports -> Table, Chart and heat map visualizations available

What you can do:

  • Quick analysis of the Task Status (Open/Closed etc) by Hub/users without having to download the report each time
  • Trend of the distance covered by users by day
  • Trend (Line chart) of the Closures by Date /hub/users etc
  • Analyze sub-item reports easily (Part status/etc, Invoice Status, Exchange info)

Note*: Very large data sets (over 10000 rows) may freeze your browsers