Measuring Up Your Field Service Performance
From customer service levels to drive time, organizations with a field service team are looking, to understand, benchmark and improve their operational efficiency–and rightfully so– as companies that measure their performance are 58% more likely to outperform their rivals.
However, performance and success—especially when it comes to the service industry—can be measured in different ways that vary from one organization to another.
The key starting point here is measure. Through the use of analytics and business intelligence you can capture the current state of your company’s performance and create a plan for determining its future.
For companies within the service sector, measurement can be defined by the individual moments of engagement with customers. In order to Master the Moment™ you need to look at the entire service delivery chain—from before the day of service, during the day of service, at the moment of service and after the moment—and the collected business metrics that result from them.
