Increasing revenue is every organizations’ ultimate goal. But it doesn’t just happen overnight. In order to successfully manage to this KPI, it’s vital that you follow through on the goals you’ve set and invest in the right tools to help you track and meet them.
For example, if you want to ensure yearly growth, you need to break down the goal and measure weekly, or even daily, revenue. With the use of an all-in-one field service management system, your employees will be able to analyze revenue sources through a cloud-based service portal, which will alert you when service margins are slipping so you can take immediate action before the problem gets out of control.
This one is a little tricky to track, which is why you’ll need to take deliberate steps to effectively measure and manage to this KPI. The best tool you can use to track service quality is a mobile inspection application that requires field technicians to evaluate and document their safety and performance in the field. You’d also be able to collect customer survey information to measure how customers evaluate your service quality.
Today’s business environment is customer-centric in almost any industry and if you’re not able to give customers what they’re looking for at a reasonable price, they’ll find it somewhere else. Industry research consistently reflects that service customers look primarily for two things from their service organization: 1) first-time fix and 2) accurate ETA windows and timely service. With tools like field service scheduling software to track technicians’ status, location, parts, and skill set, companies are able to schedule the closest technician with the right parts and skills to make sure the job’s done right and on time.
Common sense dictates that it’s better to get paid faster. When you have the resources to schedule a work order, complete the job, bill the customer, and get paid quicker, you can focus your efforts on other areas like sales or managing to KPIs. Field workforce automation software integrates applications and software to track work order information so you can respond quicker, perform better in the field, and build a connection with a satisfied and loyal customers.
Establishing consistent and renewable service contracts is arguably the best way to stabilize your service organization. Start by equipping your technicians with mobile field service technology, which is a great way to jump-start your service contracts engine because mobile apps keep technicians up-to-date and provide access to customer and asset information. While on-site, techs can see customer warranty, contract, and service history records, which give them the necessary information to sell new contracts or renew an existing contract.
As you implement these new strategies into your operations, you’ll have limitless opportunities to collect data. Do it! Data collection and analysis is the only way to know whether you’re meeting your goals and reaping the benefits of your field service software investment. Some examples of areas to collect data include
• Customer surveys
• Service quality inspections
• Drive time
• First-time fix rates
• Work order lifecycle length
• Technician performance
• New sales and upgrades
Data displayed in easy to read service portals makes it easy for service managers to see what’s going on in their organization and make adjustments when the numbers aren’t where they should be. Customizable widgets provide access to the areas that are most important for each organization and make it simple for service managers to track their goals and manage to KPIs. If you’re still making business decisions by guessing what’s best, it’s likely you’re missing some key steps and insights required to get it just right.
Sweet Success! You did it! After revamping the service department at ConEquip by establishing new KPIs, investing in field service software to help you manage to them, and tracking your progress and goals through data collection and analysis, you’re finally seeing the sort of revenue and progress you’ve been working towards for years. Now, don’t stop here. Continue pushing your service department to new goals and implement new technologies to stay ahead of your competitors. Thanks to your initiative and determination ConEquip’s service department is more productive and profitable than ever…I think it’s time for a promotion