No one would argue with that statement, but in the real world of field service management the critical issue is often whether or not you’re able to measure the Key Performance Indicators (KPIs) that are critical to your business. The challenge is not only how you find and report upon the right information, but also how to avoid the big data trap of having too much data to effectively analyze your results?
Big data confusion is a real challenge for field service management. In most cases operational managers are dependent upon their IT teams to set up and modify their analytics and reporting, and typically these metrics are available in static format, without the ability to undertake ad hoc analysis. The set-up of these pre-configured metrics by the IT team is invariably a time consuming process and the end result lacks the agility necessary to compete in a service environment. ClickSoftware field service analytics deliver strategic value to any service organization by putting role-specific KPI metrics directly into the hands of the business user for real-time and long term decision making. Users can choose the information that is most important to their business role, share it with their department and modify it as needs change – all without the intervention of IT. From the C-suite to front line supervisors, users are delivered a constant stream of business intelligence and analytic data to provide actionable insight – and accountability – for optimizing your business.
Get the flexibility necessary for continuous improvement
The mobile business intelligence and workforce analytics solution is designed specifically for the unique challenges of field service. ClickSoftware’s field service analytics create the flexibility necessary to truly foster continuous improvement, differentiate your service, and to proactively identify areas for improvement. Aspects of the solution include:
Dashboard views of each department’s key performance indicators enable individual managers to track performance and identify existing or potential problems. Business users can create views that drill down through specific performance levels and groups – territories, products, technicians and customers – to view their department holistically, as well as in deep granular detail.
With Clicksoftware’s business intelligence and analytics, dashboard views are also available on smart phones and tablets. These dashboards enable managers to proactively pinpoint bottlenecks in the system directly from the field before they become costly obstacles. Business users receive actionable, real time service performance information during the day of service to make adjustments on the fly. Service executives who crave insights after the day of service can make modifications for the future. With a constant stream of operational performance business intelligence available at their fingertips, your business managers will have the right data at the right time to make the right decisions that drive service excellence.