How to boost service revenue and profitability by gaining insight into your KPIs?
Ever heard the Peter Drucker adage, “what gets measured, gets managed”? It’s never been more truthful. You simply can’t run a successful field service organisation today on “gut feel” – you need data. You must understand and closely track the key performance metrics (KPIs) to illuminate strengths and weaknesses in your business. In fact, Aberdeen Group notes that Best-in-Class organisations are 67% more likely than peers to consistently measure and benchmark their service performance .
A modern field service solution, like ServiceMax, gives you access to actionable data and insights that can be used to identify potential problems before they stunt your growth, increase costs or lead to customer dissatisfaction. With the right data in hand, your organisation will be able to:
- Provide executives with the quantitative business impact of your field service efforts
- Make informed process decisions that keep customers happy and revenues flowing
- Immediately understand and balance the impact that changes in policy or process have on your service metrics, and much more.
ServiceMax’s capabilities include a number of ways to capture actionable insight and disseminate information across your organisation. 70 pre-defined and loaded Reports provide instant access to key operational data, such as the number of work orders, returned material authorisations (RMAs) processed or warranties expiring. 20 pre-defined and loaded Dashboards give everyone from service managers and executives to service administrators the ability to easily track the data that keeps your service business profitable and competitive.
And now, an all-new set of configurable Service Performance Metrics can be added to your ServiceMax deployment to take this insight to the next level. This metrics calculation engine is the first of it’s kind to provide the field service business insights that help organisations measure and trend their own performance, compare the performance of divisions, products and geographies, and provide the data needed to benchmark the organisation externally.
Please click here to read the full article
POSTED BY LUBOR PTACEK ON APR 26, 2016