6 BEST PRACTICES for utilising data and analytics in field service
#1Research from Aberdeen Group shows that
TOP PERFORMING SERVICE ORGANISATIONS
are excellent at turning their data into intelligent insight and using real-time
analytics to empower decisions.
With that in mind, here are…
6 BEST PRACTICES the top performers use
to effectively utilise analytics
Don’t just capture data, make it available to the
team
1
There is no point collecting data if it’s not going to be used
Empower your team: let them use the data to make better decisions
1
Build a real-time picture of the field
2
How quickly are you able to respond to service demands?
Real-time data shows you what is happening so you can react quickly and effectively
2
Learn to predict the service need
3
Evolve your service operation from a reactive to a predictive one
Use data analytics to identify issues and trends for improved planning
3
Judge service success based on customer feedback
4
Internal operational metrics are no longer enough
The customer must be the top priority. Judge success based on their feedback.
4
Use incentives to encourage desired behaviour
5
The right incentives lead to the right behaviours
Use analytics to link activities with outcomes and reward actions that result in desired behaviours.
5
Benchmark service performance against more
than just your peers
6
6Benchmark against top performers in industries other than your own
Service excellence demands continuous improvement
Read the full research reportService Performance Management:
Smarter Data, Better Decisions
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