How is Data Captured On-site Best Utilized?
A few years back began the hype around going completely mobile in your field service, and improving productivity. Was it all worth the hype?
Now, we have a number of field service companies that have survived and succeeded to say “yes” to that question and tell the story of how game changing it is.
So far we have learned about the different advantages of going mobile, about the importance of capturing data from the site effectively, and also how we can use mobile technologies to achieve this purpose. Now, how can you put this captured data to effective use?
Once you’ve equipped your field service staff with all the latest mobile technologies, you have a systematic flow of different kinds of data coming in from your customer sites. Here are some ways in which you can use such data:
To monitor technician performance
As technicians use mobile applications to log in and record their work timings, enter their job statuses, billing information, success rates and the like, all this information gets recorded and becomes accessible throughout the application, even through to the back office software. This helps managers and dispatchers to see which technicians have the highest success rates on their jobs, in which areas, and you can figure out ways to help them improve too.
Technicians use their mobile apps to record job details like the kind of job, the time procedure followed, the time taken etc. This allows the managers to see whether their technicians promptly comply with legal regulations and standards, along with the company safety and performance standards.
To achieve customer satisfaction
With mobile applications, the technicians can even measure customer satisfaction levels with the help of easy-to-fill customizable forms and surveys. The information filled in can be synced across the application, so as to track the results and check for patterns or consistent issues and the like over a period of time. This kind of knowledge helps companies take necessary steps for improvement wherever needed and maintain happy customers.
To plan for the future
With the help of different analytics tools, the data captured on-site can be utilized to gain useful insights about your company as well as your employees. You can generate different kinds of reports, easy-to-interpret charts and graphs etc. on various areas of your business, so as to analyze the current scenario and plan for the future. It thus, not only helps in benchmarking your workforce but also helps to make the best decisions for future needs.
With the help of such data captured on-site, organizations can provide more of proactive service delivery, which leads to happier customers and hence improvement in the bottom line. In fact, the next generation in field service is actually expected to be more proactive and less reactive. Read our coming blog posts to know more.