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.

While 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.

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.

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