You know that tracking progress is essential to success if you’re running a field service business. But which field service metrics should you be focusing on? In this blog post, we will discuss four key metrics that you should be tracking to improve your operations and how you can do this better with a real-time geolocation service on your side.
Key Metric #1: Customer Call Volume
Our first field service metric for tracking is customer support call volume. Tracking call volume will give you a good idea of how many customers seek assistance from your team before, during, or after an appointment. If the number of calls is climbing, it may indicate your service isn’t meeting customers’ needs.
In today’s world, where businesses are short-staffed, it’s harder to keep up with increased customer demands. So there’s never been a better time to implement an AI-powered solution such as chatbots or interactive voice response (IVR). These tools allow you to reduce strain on your current team members and not worry about finding additional staff.
IVR and chatbots allow you to create automated, personalized interactions with customers and are part of having a geolocation platform. They are an excellent option for calls that need quick fixes, such as customers looking for an ETA of their technician or receiving confirmation on their appointment time. This frees up your support staff to focus on more significant issues and can reduce the amount of staff you need.
Key Metric #2: Time on Site
Our second field service metric to track is your technician’s time on-site for appointments. This measures how long technicians are spending at customer sites and can help identify where efficiency can be improved to get more jobs done in a day – leading to additional revenue for your business.
Time-on-site can be tracked for each technician, as well as averaged out across all of your technicians. You’ll want to examine this metric regularly to ensure that it aligns with your goals and expectations. For example, if you’re estimating each technician is on-site for an hour, and you’re scheduling jobs with that metric, anything over that time would be an opportunity to look at issues your technician is experiencing at job sites that are delaying their time. Identifying and troubleshooting these potential issues allow you to schedule jobs more efficiently and keep your appointment times accurate for customers.
However, there will always be times when a technician is running late. Therefore, having the technology to automatically send notifications to customers with upcoming appointments is imperative. A real-time geolocation platform will enable you to build rules that automatically send these notifications based on the technician’s location and the subsequent appointment time.
Key Metric #3: Upselling Opportunities
Field service technicians are in the perfect position to upsell products and services to their customers during appointments. By tracking how much revenue your field service team generates from upselling, you can better measure their success in this area or help identify areas where your team could improve. Additionally, you can use this field service metric to reward your staff and build a performance-driven culture.
However, not all field service technicians are also great salespeople. To help with this, you can consider running in-app advertisements that customers see when viewing their tracking or appointment notifications. In-app advertisements can promote anything from adding additional products or services to their current appointment. They can also promote discounts on future products or services, or even encourage downloads of your own business app.
In-app advertisements won’t necessarily do all the upselling for you. Still, if a customer clicks or expresses interest in the ad, it can create a perfect scenario for your technician to start the conversation.
Key Metric #4: Customer Satisfaction Scores
Customer satisfaction is a key field service metric because it can impact future business. For example, happy customers are more likely to refer your company to others. They may also be more forgiving of small mistakes. A few ways to measure customer satisfaction include feedback surveys, CSATs, and of course, your rate of return customers.
If you notice that customer satisfaction is declining, you can do a few things to improve it. One common solution is to track and optimize the service process. By tracking routes, travel time, and time on-site, you can better schedule jobs to align with customer expectations.
You can also improve customer communication by providing real-time visibility with live maps, tracking, and automatic notifications for ETAs. Give your customers complete transparency into where their technician is and when they can expect their arrival for their appointment time. Customers will have a better sense of trust and loyalty to your business.
Measuring that these processes are working is crucial. Feedback surveys are a great option to send to customers as soon as their appointment is over when the experience is freshest in their minds. This process is a must for automation. With a geolocation platform, feedback surveys are sent automatically when the appointment is over. If feedback surveys contain any issues or concerns, your company has time to act.
Start Tracking Your Key Field Service Metrics
All of this is achievable through having a real-time geolocation solution in place. At Glympse, we know the importance of tracking key field service metrics to measure success and stay a step ahead of the competition. Implementing a solution like this may sound complicated and time-consuming, but it’s not.
The Glympse platform is safe and secure. If you’re already using one of our partners, Glympse can be easily integrated into your current environment, and we can have you up and running in days.
Glympse makes it easy for field service businesses of all sizes to get up and running quickly. We want to make it easy for you to start excelling at the key field service metrics that matter most. So get in touch with us today to start your 90-day free trial and start driving additional revenue.
Author: Cami Zimmer
Chief Business Officer at Glympse
As Chief Business Officer, Cami is responsible for creating and implementing strategies to enhance new business opportunities and elevate the company’s corporate brand through marketing, communications, and public relations. Working directly with Fortune 1000 partners and customers, she supports revenue growth objectives centered around Glympse’s proven location services technology.