Over the past several weeks, we’ve examined different mobile workforce management features and why field service organizations should want them. The final post of the series focuses on the collection of customer data and service history. If you missed a post, feel free to check them out at the end of the post.
Many field service organizations today may become overwhelmed by the amount of data available to them, especially if they have deployed a mobile workforce management solution (MWFM), which is gathering much of that data. However, an abundance of data should not scare organizations!
Instead, they should embrace the data analytics capabilities offered to them by a comprehensive and robust MWFM solution. In a recent post for Field Service Digital, we talked about using analytics to price your service contracts. But proper use of analytics can provide so much more, including helping your organization become more efficient while also improving your cash flow.
Analytics Aided by MWFM
Outside of the many other benefits MWFM offers field service organizations, reporting and analytics capabilities might be the single most important benefit. MWFM solutions manage several aspects of your field service organization, including scheduling, dispatching, knowledge management, collaboration, and more.
With everything in one place, it is easier to look for trends in service times, service locations, problem types, etc. Reporting and analytics allows service managers to view these trends in specific reports, charts, and dashboards – all based on the most important metrics to the organization.
Using Customer Data, a Few Examples
Dispatchers and service technicians alike utilize a MWFM solution to enter customer data, including basic customer and customer contact information, customer equipment data, warranty and service contract details, initial service requests and service request updates, credit status and payment history, and more.
Understanding the type of customer your organization serves provides marketing and sales benefits. For example, knowing which customers you helped over the past six months lets you know who to reach out to for surveys about service quality or interest in potential future service offering. Data reporting and analytics will allow you to zero in on those you’ve serviced in the past 6 months, in a specific geographic location, and who may have specific types of equipment, like air conditioning units for example.
Similarly, dispatchers and field service technicians can alert customers to expiring service contracts or warranties because the MWFM system can automatically alert both dispatchers and technicians of the pending expirations. Additionally, if dispatchers and service technicians know there is an accounts payable issue with a customer, they can escalate the issue prior to providing service.
Using Service History
Analysis of service history may reveal that a certain equipment model is experiencing repetitive problems, or that a certain type of equipment frequently takes longer to service than similar devices. Such trend analysis can enable you to identify quality problems and design engineering changes to address the problem. Or the analysis may pinpoint gaps in training, which are causing excessive repair times, empowering you to update your training courses and material.
Similarly, armed with precise information about service costs for individual customers, types of equipment at customer sites, and geographic and environmental factors which can impact equipment performance, service management can price new and renewing service contracts more appropriately.
Rigorous analysis of customer data and service history enables greater service efficiency, improved customer satisfaction, and increased service revenue and profitability.
In case you missed the rest of this series…
Part 1 – “MWFM Features: Scheduling”
Part 2 – “MWFM Features: Knowledge Management”
Part 3 – “MWFM Features: GPS-Enabled Software”
Part 4 – “MWFM Features: Collaboration”