Integrating real-time information into field service

There are many ways to compete on the idea of data or analytics within field service, but two of the easier ones to implement and execute are future demand forecasting and real-time information usage. We’ve discussed future demand forecasting previously. 

Real-time information is just how it sounds: data is taken in as it happens. Typically, this will be from a tech working at a client site, or a tech en route to a new appointment (via their GPS enablement).

Analyzing real-time information is different from analyzing standard data, because standard data is usually analyzed after the fact, i.e. once it has been collected and sorted. Real-time information needs to be analyzed as it is happening. It requires a slightly different skill set. It also requires the systems and technology to be in place to allow you to analyze data as it is coming into your back office.

Here is a small example: Say your technician has six appointments on a Tuesday. They have been mapped out for maximum effectiveness and a lack of bullwhip effect, meaning the sixth appointment will not be incredibly late because of problems with the first five. But as you monitor your technician’s GPS, you see a major traffic problem between Appointments 2 and 3. Re-routing and making Appointment 5 into Appointment 3 would make a lot more sense. So you do that, which is a good use of analyzing real-time information, but now you also need to communicate to everyone involved what’s happening -- the technician, but also everyone from Appointment 3 to Appointment 5, whose own schedules are now adjusted.

This is an important point: real-time information is not valuable in a vacuum. Once it happens, everyone impacted by the real-time decision needs to know how things are changing. If you combine real-time data analysis with effective communication, you will please clients -- and that will help drive revenue.

Typically, the easiest way to make sure you are integrating real-time data with quick communication channels back to clients is by using a field service management software tool. You can usually re-route a technician to a new appointment and automatically ping the client on the schedule change, with an option to call you directly with questions. This is much, much harder if you use filing cabinet or paper-and-pencil systems, because the demands of field service can change too quickly to keep up with. Some of your information will get lost and processes will erode.

Thinking about issues such as these -- how best to use real-time information in your FSO, how to integrate that with communication, and how it all drives customer experience -- are aspects of running a field service business that go beyond fix and repair. These are the crucial elements of business growth you need to consider in order to see consistent revenue growth and remain a player in your local (or national) market.

We have put together an eBook on some of these ‘beyond fix and repair’ issues. If you are doing well with basic functionalities, pleasing clients, and getting return business, consider downloading it and making some notes on other, more ‘next level’ elements you can consider for your business. If you have any questions, please do not hesitate to ask us.

Written by Shloma Baum