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