5 Steps to Becoming a Data-Driven Field Service Operation

5 Steps to Becoming a Data-
Driven Field Service Operation
[Software for the Workforce on the Move]

Without reliable data… running a field
service organization feels like driving in the
dark.

It’s hard to make decisions when you
lack information about the success of
your company.

By restructuring your field service operation
with data at its center

And a mobile app to facilitate data collection

You can begin to make small improvements
that reap huge benefits.
Such as…
• Access to more timely information
• More relevant data
• Faster decision making

Use the following five steps to transform
your field service organization into a lean,
mean data-driven machine.

Break Down Barriers to
Information Access1

Make data accessible to the right people by
integrating each piece of the service puzzle.
1. Break Down Barriers to Information Access

Integrated field service management (FSM)
systems allow you to connect, collect and…

Centralize data for easy access from multiple
areas of the operation, including:
• Work Order and Job Tracking
• Service Level Agreements and Contracts
• Parts Tracking and Inventory
• Customer Equipment Assets and History
• Technician Schedules, Skills and Availability
• Custer Site and Call History

Service organizations utilizing FSM
software complete more orders and turn
more profit than companies using paper
or manual methods.

Analyze Data from
Machines Using IoT2

By using Internet of Things (IoT) sensors, data
from your service machines can be pulled into
an FSM system.
This data allows you to monitor, analyze and
predict future breaks or issues.
2. Analyze Data from Machines using IoT

This data can be used to evaluate
and analyze machine performance.
If something is not functioning as it
should, a preventive
maintenance work order will be
submitted.

Service organizations can
use this data to inform
their preventive
maintenance schedule and
guide future operations in
production.

IoT also allows machine data to be delivered
directly to customers, allowing them to stay
connected and aware on how their
equipment is doing.

Employ the Power of
the Field for Data
Collection
3

Technicians are already
collecting data. Make it more
efficient by equipping them
with a mobile device and
service app that collect
real-time data in the field.
3. Employ the Power of the Field for Data
Collection

A mobile FSM system allows technicians to
instantaneously link their inspections, clock
their hours, and send notes to the back office.
Collection

This leads to…
• Reduced administrative time in back office
• More accurate data entry
• Faster invoice processing time
• Ability to submit work order to customer for
approval before leaving the job site
• Access to training materials on site
Collection

Benchmark Where You
Stand… Then Act on It4

Having data is the first step in determining
where you stack up against competition.
4. Benchmark Where You Stand… Then Act on It

However, having access
to service data isn’t
enough. Follow these
three steps to go from
benchmarking to action.

1. Plan: How much will the job cost?
2. Measure: Based on the data collected, how much did
the job actually cost?
3. Analyze: If the job cost more than the plan assumed,
how can you account for these costs? Did the job take
longer than expected? Did the tech have to go back for
necessary parts?

Planning the data you need and how you’ll use
it is as essential as collecting it in the first
place.
Real-time data allows businesses to identify
trends, opportunities, and threats, forcing them
to reexamine assumptions.

Deliver Data to the
Right Person at the
Right Time
5

Now that you’ve collected, measured and
interpreted your data, it’s important to get the
results to the right people at the right time.
5. Deliver Data to the Right Person at the Right
Time

A variety of roles can benefit from the data
you’ve collected, including:
• Executives
• Service Managers
• Service Technicians
• Schedulers/Dispatchers
• Stakeholders
• Customers
Time

Executives can leverage analytics to make
better business decisions and enhance field
service performance.
Time
Service Managers use data to drive smarter
decision making and increase service
efficiency.

Service Technicians, with the right insight, will
spend more time on billable hours and less
time entering data and traveling.
Time
Schedulers/Dispatchers will better
understand how long jobs take when given
insight to time and inspection data.

Stakeholders can use data-backed findings to
unveil what customers want and adjust their
sales and production strategies.
Time
Customers will never be surprised on their
equipment performance, service levels and
technician ETA updates.

It’s more important than ever for field
service organizations to have strategies in
place to measure performance, and
becoming data driven is the best way to
make those measurements clear and
actionable.
Conclusion

Learn the best practices for choosing a
Field Service Management Software!
Download this
Free Guide!

5 Steps to Becoming a Data-Driven Field Service Operation

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