As various technological advancements like artificial intelligence and automation continue to transform customer interactions, field service businesses are facing cut-throat competition in the facet of providing a seamless customer experience.
But with the advent of utilizing optimum field service management software and setting the right field service metrics, customer relationships can be enhanced by making each customer touchpoint impactful.
Below, we will review some of the challenges involved in field service work and how you can overcome them with appropriate field service management to improve customer experience.
Challenges Faced by the Field Service Workforce
The biggest challenge that the field service workforce faces is communicating effectively with the customer in a very short timeframe.
Field service workers are an important touchpoint between their company and the customer; hence they are expected to know the customer history, preferences, buying behaviour, etc.
But between the short time window and various processes, field service workers often end up troubleshooting as they go. This prevents the development of good relationships with customers.
The Importance of Setting KPIs in Field Service
“If you can’t measure it, you can’t improve it,” said Peter Drucker, the management consultant who has pioneered many philosophies of modern business. KPIs are essential to execute business strategies.
Having SMART (specific, measurable, attainable, relevant, time-framed) KPIs gives you the point of reference to evaluate the progress of your business.
Here are the top 10 metrics that field service leaders measure for customer experience success:
Field Service Management Metrics
1. Response Time
To provide a stand-out customer experience, field workers must respond quickly to customer requests.
Assess your current response time and look for ways to minimize it. Find out bottlenecks which could be multiple requests during rush hour, difficult access to information required to respond, dependency on other variables, the efficiency rate of workers, etc.
2. Real-Time Access to Resources
The field service workforce may face many queries when on-site. So, going prepared with all the necessary information like the customer’s last appointment details, nature of the job done, issues resolved, etc can empower the field worker to tackle problems better.
This practice will help FSM business to improve customer service. Such information should be made handy to them through field service management software on a portable computing device that can be accessed anytime.
3. Ability to Capture Key Field Data
Feedback points or other such information received on-site need to be captured accurately and stored in a way that can be accessed later.
Examine if all field data points are being captured and circulated easily on time. A way to make this process efficient is by using a digital field service tool to input all the data in real-time.
4. Streamlined Check-in Process
Streamline service visits to the client site by automating the entire process of taking digital signatures, invoicing, customer feedback, etc.
The tiring process of physical documentation is a thing of the past with the arrival of digitalized field service management.
5. Automated Workflows
Save time, money, and energy by automating scheduling, dispatching, accessing issues, inputting details of the job, and documenting feedback.
This enables the field worker to work without any obstacles to provide a hassle-free service for the ultimate customer delight.
6. Faster Digital Billing Process
Field service billing is often a longer process because the information gets lost in the shuffle. Incorrect billing can lead to a loss of revenue.
With a reliable system, technicians can report every detail needed to calculate the total billing amount, such as inventory parts used, working time, service provided, etc.
By settling the bill on-site, a lot of back and forth can be prevented, ultimately reducing the overhead costs.
7. Automated Customer Feedback Surveys
Build a customer-centric field service company by soliciting the customer’s feedback through short post-purchase surveys that a customer can receive automatically.
You can also sync descriptive feedback for areas of improvement with the CRM. This field service metric is vital because it promotes repeat purchases and customer advocacy.
8. Field Technician’s Success Rate
A critical aspect of field service management is determining the success rate of the technician, i.e., understanding how many key tasks they can successfully perform in each timeframe.
Several factors affect it, for example, the weightage of the task, rescheduling ratio, and customer satisfaction. The KPIs here need to be interpreted on a case-by-case basis to mindfully assess the business progress.
9. Service Downtime
Downtime is when a piece of equipment crashes and fails to complete a task that it was supposed to.
Companies with the lowest service downtime enjoy good customer feedback and business profitability. Note that the response time during downtime should be low to avoid customers’ backlash.
10. Project Profitability
The field service industry is unique as the services differ in terms of nature, size, and requirements.
Hence, it becomes imperative to attribute certain key factors like expenses, billable hours, average turnaround time, resources, etc. that can help determine the profitability of the project.
Every business needs KPIs in order to track and measure performance. No two customers are the same, which is why personalizing each customer’s experience becomes the key to improve overall customer satisfaction.
The field service metrics help in delivering a timely response, tailored solutions, and optimal service. Make sure that you invest in the right resources to improve these metrics and your bottom-line.