Metrics That Matter in Field Service

June 17, 2024in Salesforce

To gauge success in field service management, it’s crucial to measure key metrics, ranging from tactical aspects to customer satisfaction. Establishing Key Performance Indicators (KPIs) for field service can significantly contribute to the efficiency and revenue growth of your business. This guide outlines straightforward fixes and capabilities to achieve positive results in field service and attain faster time-to-value.

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If your company has recently invested in AI-powered field service management, you’re already taking steps to future-proof your business. The next essential move is to integrate your field service management solution with your Customer Relationship Management (CRM) platform. This connection provides a comprehensive customer view, highlighting operational efficiency and areas for improvement.

By connecting these systems, you gain insights into crucial field service metrics, spanning from tactical elements like first-time fix rate and time to site to the paramount field service KPI: customer satisfaction. If improvements are not evident in these areas, consider implementing simple fixes and capabilities to yield positive outcomes for both customers and operational costs.

Customer Satisfaction:

Ensure that your 5-star effort aligns with 5-star reviews. Previously, field service had limited visibility into customer satisfaction, but now there are various ways to measure this critical KPI. Encourage customer feedback through portals, emails, or text messages, closing the feedback loop with surveys or questionnaires. Utilize technology to share a worker’s location with customers, providing reassurance that help is en route.

Employee and Contractor Turnover:

Monitor turnover rates to gauge worker satisfaction. High turnover, often stemming from delayed payment processes, can be alleviated with AI integration. AI-powered solutions streamline information gathering, brief contractors, and generate post-work summaries, enabling mobile workers to focus on higher-skilled tasks and reducing turnover.

Overall Costs:

Assess if your field service management solution is effectively saving costs. Optimize invoicing processes by allowing mobile workers to mark jobs as complete digitally. Use AI for intelligent scheduling to assign skilled and available workers efficiently, reducing time on the road and potential overtime costs. Enable mobile workers to log updates before, during, and after appointments, providing a live view of job status.

Sales Leads:

Connect sales capabilities to field service management to enhance customer interactions. Mobile workers, equipped with opportunities, can guide customers through product and service options, contributing to personalized sales experiences. Encouraging cross-selling and upselling by mobile workers results in increased sales leads, promoting long-term success.

If your field service operation shows room for improvement in these core metrics, consider taking a guided course on field service basics to maximize the potential of your field service management solution. Transform your business by incorporating AI-powered field service management, setting up your teams for success and achieving increased revenue, productivity, and cost savings.