Setting Field Service Key Performance Indicators

Implementing KPI Improvements

The mobile worker needs to be equipped with both information, knowledge and parts (when needed):

• Where the job is.
• History of the customer.
• History of any assets.
• How to complete all the steps of the work, or have the ability to collaborate remotely with another resource.
• Checklists and work plans for the necessary steps required.
• Visibility into all safety protocols and compliance requirements.

There are six provided metrics to measure progress, from the tactical – such as first-time fix rate and time to site – to the strategic: customer satisfaction.

Reduce Call Volume

If your dispatchers are still fielding a high volume of calls with scheduling requests and status updates, implement the following:

• Self-service capabilities: Enable self-service through a customer portal on your site or your customer-facing app.
• Automated notifications: Keep customers in the know with automated updates via email, SMS, or the customer portal when a mobile worker is nearby or if there is a delay.
• Live tracking: Give customers the ability to see where a mobile worker is on a map with an arrival calculation, similar to what you would see on a ride-sharing app.

Improve Time to Site

If you’ve implemented a connected solution but mobile workers are still not getting to their job sites on time, leverage the following:

• Route optimization: Help dispatchers effectively manage each location, find the shortest routes, and facilitate planning journeys with a full map view from their screen.
• Intelligent planning: Eliminate dispatcher bias by using intelligence with a full view of the field to assign (and reassign) the right mobile worker for each job based on location, availability, skill set, and equipment.
• Geolocation tracking: Embed GPS technology into the field service app to navigate mobile workers to the shortest route to site and give dispatchers a bird’s eye view of resources in the field.

Boost Number of Jobs Per Day

Ensure dispatchers are using workforce analytics to assign jobs based on a set of business rules:

• Location
• Skill set
• Worker availability
• Equipment availability
• Inventory on hand

Increase First-Time Fix Rates

If mobile workers still struggle with first-visit resolution, ensure they have the best mobile capabilities in the field:

• Consolidated information: Give mobile workers access to job information, customer data, task details, asset history, connected device insight, and schedules from their mobile devices to prepare them before they even walk through the door.
• Offline and online capabilities: With offline capabilities, mobile workers can download customer information ahead of time and log updates offline that sync once reconnected to data or Wi-Fi.
• Ongoing support: Empower mobile workers with helpful resources for more complex cases, such as knowledge articles and video tutorials available from their app.

Reduce Costs

To reduce costs, consider the following:

• Faster time to invoice: By giving mobile workers a digital notice through their app, job completion is confirmed from their mobile device, and customers are invoiced faster.
• Flow of processes: Optimize field service with a simple flow of processes that require minimal effort through field service automation.
• Job status: Mobile workers log updates before, during, and after appointments to give dispatchers a real-time view of job status and effectively create planning journeys.

Improve Customer Satisfaction

You can close the feedback loop with a short survey, open-ended questionnaire, or direct outreach on everything from appointment booking to the experience with a mobile worker.