Why is Real-Time Data Important in Field Service
18 November 2021
When it comes to running a successful field service business, every minute counts.
However, you can only ensure that you’re making the most of your workers’ time and delivering an excellent service when you have access to real-time data. Without live updates, you’ll be relying on second-hand information to make decisions, possibly when it’s already too late.
That’s where field service management software come in.
Thanks to technological advancements in recent years, you can now gain complete visibility over your operations at the touch of a button. Never again will you have to rely on guesswork or slow, inefficient processes to get the job done. In fact, companies that use field service management software enjoy a 90% time saving on average.
In this article, we’ll explore the main reasons why real-time data is critical for your company and how you can access live updates on BigChange’s complete Job Management Platform.
Why is Real-Time Data Important?
Big data is undoubtedly contributing to the growth of almost every industry today. Nonetheless, if you don’t currently have methods of harvesting this information or aren’t using it to your advantage, you could fall behind the competition.
Therefore, it’s worth considering how you can capture and use real-time data to grow your business. Here are just some of the top benefits your business could enjoy:
1. Boosts First-Time Fix Rates
The average first-time fix rate for field service businesses is between 75-79%. Although the percentage may seem high, in reality, it means that at least a quarter of all service calls involve a follow-up appointment.
Not only are additional engineer visits inconvenient for the customer, but they also eat into your profits and disrupt your schedule.
Instead, when you have access to real-time data, the risk of not fixing an issue the first time plummets. For example, your back-office staff can assign equipment and assets directly to a particular job and dispatch an engineer with the right skill set to carry out the work.
Once they arrive at a job, your technicians can access all the data they need to resolve the issue as promptly and accurately as possible. As a result, your technicians will be able to attend more appointments per day, your customers will be content, and your bottom line will experience a boost.
2. Increases Customer Satisfaction
Currently, 32% of field service organisations are failing to attain at least 80% customer satisfaction. Poor customer satisfaction rates can destroy your reputation and make it harder to win new business in the future.
When you don’t have complete visibility over your operations, meeting customer expectations becomes much more challenging. In addition to causing poor first-time fix rates, lack of real-time data prevents your customers from tracking their appointment statuses, causing a lot of inconveniences.
In comparison, when you use a modern workforce management system, you can use the live data it collects to:
- Assign the correct equipment to jobs
- Dispatch an appropriately skilled technician to jobs
- Provide customers with live job status updates to keep them in the loop
- Equip your technicians with all the information they need to carry out work effectively
Aside from being satisfied with the speed and quality of work, your customers will also appreciate your personalised approach to communication. Consequently, they may use your business again or recommend your services to friends, family, and professional networks.
3. Cuts Down Travel Costs
Time is money. Unfortunately, with petrol prices escalating to an eight-year high in the UK, many field service businesses are losing large sums of money by not optimising their technicians’ routes between jobs.
When you don’t have visibility over your field engineers, it becomes incredibly complicated to ensure that you’re allocating the best resources for jobs and keeping travel times to a minimum.
But, with state-of-the-art scheduling technology in place, you can revolutionise the way you plan jobs. The software uses real-time data to account for location, traffic information, job constraints and vehicle type so you can rest assured that you’re allocating the right people and equipment to the right place.
Subsequently, you’ll save money on petrol and improve productivity by freeing up your technicians’ time to attend to more projects per day.
4. Enables You to Create Accurate Budgets
According to a BlueSnap report, 37% of organisations cannot accurately forecast their cash flow because they use outdated processes and legacy systems to manage their finances. If a lack of financial visibility is plaguing your business, you may be spending more than you should be.
In contrast, when you adopt a workforce management software, it collects real-time data, which you can use to have more clarity and control over:
- Stock and equipment quantities
- Outstanding customer invoices
- Cost centres
With the exact quantitative data to hand, you can make better-informed budgeting decisions for the future. For example, you are less likely to inadvertently over-order stock because you’ll have the exact number recorded in the system. Instead, you can use your profits to continue growing your business.
Access Real-Time Data and Maximise Efficiency with BigChange
See your entire operation at a glance on BigChange’s complete Job Management Platform.
Our cloud-based job management software provides you with live data so you can:
- Schedule and dispatch workers based on location, skill set and availability
- Assign assets and equipment directly to jobs to increase first-time fix rates
- Respond to urgent requests and mitigate potential issues
- Make informed, accurate decisions about your business
Want to find out more?
Discover how BigChange field service management software can make your business grow stronger here and arrange a free demo today.
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