In today’s digitized world, data is a valuable asset for companies of all sizes, and field service businesses are no exception. By collecting and analyzing data, businesses can gain valuable insights that allow them to improve their operations, increase efficiency, and provide better customer service.
According to IDC, by 2025, aggregated business and consumer data will reach 175 zettabytes. That’s one trillion bytes in total, ONE TRILLION! Each day, countless decisions are made throughout the organization—from top management to lower-level executives, each working for the company's success.
Businesses with efficient data management systems outperform their competitors. According to Mckinsey’s study, data-driven organizations are 23x times more likely to outperform their competitors and are 19x times more profitable.
In this article, we’ll explore data-driven field service management and how it can make your field service reports more actionable. Let’s get started.
What is data-driven field service management?
Data-driven field service management is the process of using data to make decisions about field service operations. This data can come from a variety of sources, such as customer service records, equipment maintenance records, and GPS tracking data. By analyzing this data, field service organizations can identify trends, patterns, and inefficiencies that can be addressed to improve performance.
Leveraging field service reports, and other data, helps organizations improve performance by searching proactively for weaknesses and providing your decision-making processes with actionable insights. Comprehensive field service management software allows businesses to review, analyze and manage their data and optimize their overall performance.
Benefits of embracing data-driven decision-making into your field service business
Data-driven decision-making is the process of collecting and analyzing data to make decision-making easier. Data-based decisions provide businesses with the ability to generate real-time insights and make predictions that can help optimize business and employee performance.
There are many benefits to data-driven field service management. Let’s look at the five benefits of adopting a data-driven approach.
1. Elevating accountability and transparency
Data-driven field service management provides you with clear insights into who are your best performers and which teams are not meeting goals. By adopting data-driven tools and decision-making, you can see what individual and group performance actually is—and act accordingly.
Data-driven management, along with clear and concrete goals, improves the quality of decisions made. It provides employees in the field with better situational awareness and helps them make choices that better align with organizational goals.
2. Enhancing clarity in decision-making
Reliable business decisions start with information. Precise information and analytics make it easier to make informed decisions. With solid numbers there to back you up, you can be confident that you are not just making a decision; you are making the right decision. Data-driven management takes data and gives you actionable insights.
By enabling you to analyze past and current performance and show the efficiency patterns particular to your organization, making quick and reliable decisions. With data-driven decision-making, businesses can make informed decisions, avoid expensive mistakes and risks, and stay ahead of their competition.
3. Bridging the skill gaps and empowering the workforce
The workforce is changing rapidly. With these changes comes the need to identify new metrics of productivity and reset benchmarks.
When you make decisions based on data, it’s easy to defend it. Decisions with data to back them up give employees greater confidence in their supervisors. Additionally, they can easily see where their strengths are and what they need to improve.
The data-driven approach provides businesses with a clear picture of the strength of every employee while also highlighting where there is room for improvement. With this information, businesses can create a personalized learning experience for each employee and keep them on track to meet the evolving needs of the customers.
4. Better customer understanding and satisfaction
A positive customer experience is the most important aspect of a field service business. Customers need to feel their interactions with your company are positive ones if you are to foster good relationships and attract repeat business.
Actionable insights provide information about both your customers and the market. A data-driven approach helps you to discover problems in the customer journey and improve the overall customer experience—a smoother journey and better experience mean a higher retention rate and improved ROI.
Data-driven decision-making has proved to be a powerful tool to gain a better understanding of your business and optimize the customer experience. By leveraging historical customer data and drawing on other statistical information, management gets a better sense of what is going on—actionable insights lead to better decisions.
5. Guides you towards success
The data-driven approach helps you to track key strategies and understand their performance. By uncovering overlooked flaws and understanding your strengths, tweaks and adjustments can be made with confidence.
Data-driven decisions allow businesses to leverage critical insights and use them to hone and refine their existing strategies. Data-driven decision-making empowers businesses to set actionable benchmarks and promotes consistent and continual growth.
How to turn your field service reports into actionable insights.
All the data in the world is useless if you can’t make decisions that have a measurable impact. Data-driven actions lead to quantifiable results. Actionable insights can either uncover existing performance issues or recommend actions to overcome skill gaps and other issues related to employee performance.
Data-driven field service organizations maximize their potential by using historical field service reports as well as associated data for efficient decision-making. Quality data helps managers gain meaningful insights into customer experience and preferences and helps them provide a better field service experience. With the right tools and processes, raw data can become the basis of actionable insights.
Here are three tips to help you get started on the right foot
1. Set goals and benchmarks with data
The first step to gaining actionable insights is to outline your goals and objectives. Data forms the basis for powerful insights that you can use to set benchmarks and keep your business on track. Acting on the right data keeps your business on track to achieving organizational goals.
2. Turn data into actionable insights with the right tool
Choosing the right tool to capture data allows you to turn mountains of data into meaningful information. When it comes to capturing field service data, there are a number of field service management software products that can help you track your process and make better decisions.
3. Use data to make predictions about future actions
Spend time using data to make testable predictions, then take action based on what you find and feed the results back into your process to improve future decisions.
Every decision you make regarding your company has an impact on its daily operations. A data-driven approach enables you to make decisions based on factual data rather than depending on what you believe the case to be.
Adopting a data-driven approach enables you to identify problems affecting performance and take the necessary steps to improve organizational performance. Adopting a more data-driven approach for your field business will help you make more informed decisions and allows you to decide what decisions to make and what tools to invest in, all based on captured data.
Zuper is a flexible field service management software that allows you to record and capture field operations data as reports and use analytical insights to stay on top of your performance metrics and KPIs—helping your business succeed in ways you never thought possible! To learn more about Zuper, schedule a free demo.