November 28, 2023
Listen to this articleDo you know which is exactly your frontline team that is majorly responsible for customer satisfaction? It is your field service team. So, if you need a way your business could work on increasing its revenue, start with setting a few KPIs for your field service and tracking them efficiently. Hiring Salesforce certified experts can be your way of getting the power of CRM to transform and improve your field service operations.
If you’re already looking forward to investing in AI-powered features for your field service management, you’re on the right track to future-proof your business. Now, what you need is to make sure your field service management system is integrated with your CRM solution.
This will enable you to access a 360-degree view of your field service progress, customer satisfaction details, and agents’ performance. All these insights could help you understand how everything is going on in your field service operations and what exactly is required to be improved.
With a CRM solution like Salesforce, it would be easier for you to keep track of important field service metrics. Whether it is the tactical metric like first-time fix rate or other essential KPIs like customer satisfaction results, you can track it all using Salesforce.
So, let’s talk about all these major KPIs and what exactly you need to do if you’re not getting positive results.
If you’ve made up your mind to leverage the power of Salesforce to track your field service metrics, you need a Salesforce certified consultant to guide you through the platform and help you make the most of its features.
But as you get ready to acquire the power of Salesforce for your field service operations, you need to know which metrics you need to track and measure. So, here are the metrics we suggest you to track.
This is one of the most essential tactical metrics that you need to measure. Your field service agents should be able to resolve cases on their first visit. That’s where they would need to have the most effective mobile capabilities that will enable them to achieve faster work completion with customer satisfaction.
But if you’re not able to achieve the results you seek, we’ve assembled some points to help you:
– Access to consolidated information: Your mobile workers should have access to an app or portal through which they can access the consolidated details of their jobs in a single view.
– Quick support: Your field agents also need to have the needed resources to handle complex cases. They can get help in the form of AI-generated knowledge articles or the ability to connect with senior agents remotely.
– Work online and offline: You never know if your field service agents have to work in remote areas where there is no proper connectivity. That’s where they need to have offline access to data so that poor connectivity does not affect their productivity.
Customers always expect that the service should be as easy as placing an online order. So, the call volume you’re receiving will actually help you analyze how efficiently your team is working.
But if your dispatchers are receiving a high volume of calls, making it difficult to manage the work, here are some helpful pointers for you:
– Notifications: A customer-facing app providing automated notifications to customers will keep them notified about the service on the way and job status.
– Self-service features: Give your customers the ability to make and change requests through some self-service features in the app.
Your field service team has surely been giving a 5-star effort in their work, but is that effort getting you 5-star reviews? Not that’s the question that might keep you awake at night.
There was a time when there was almost no visibility about customer satisfaction in field service (of course, unless there was a complaint by the customer). But those days are gone now. You can have clear insight into customer satisfaction.
If you feel that you’re lacking in getting clear visibility into customer experience and satisfaction, consider providing feedback or survey forms to ask them about their experience. You can also run emails, text messages, or even open-ended questionnaires to know about how they feel and what more they expect.
The results you’ll get will enable you to achieve the customer satisfaction that you’ve been aiming for.
The jobs that your field agents have per day depend on how efficiently you are able to manage the scheduling. With the help of a Salesforce CRM consultant, you’ll be able to achieve a field service management solution that will enable the agents and the stakeholders to have proper visibility into the scheduling process.
The need here is to have a solution that supports workforce analytics to manage job assignments on the basis of skills and the availability of agents. This will enable you to track the following aspects:
– The skill set of agents
– Location of jobs
– Equipment availability
– Availability of field agents
– Quick access to inventory
Access to all these details will improve the scheduling process, thus achieving more jobs per day and faster resolution of jobs and cases.
Do you know what irritates the customers the most about field service? It is the field agent arriving later than the scheduled time.
If, despite having a connected solution, your field agents are not able to make it on time on job sites, here are some points to work on:
– Geolocation tracking: Make sure your field service app has an embedded GPS tracking feature, which will not only enable the onsite team to track their location but also provide the field agents with the shortest route that will help them reach the site faster.
– Intelligent planning: The need is to access intelligence for up-to-date information for your mobile workforce. The solution should be able to assign the job to an agent with the right skill and closest to the site.
You can enable access to these features with the help of Salesforce certified experts who can provide you with a customized Salesforce solution.
When you sit calmly to evaluate the performance of your field service, the question that you need an answer to is if your field service management solution is actually saving you money. If the answer is close to being a negative one, here are some tips that will help you improve overall costs:
– Process flow: You should consider optimizing your field service using Flow to enable process automation. This will enable you to access AI-powered Salesforce features like intelligent scheduling and faster route planning.
– Faster time to invoice: If you’re still using a sheet of paper to work on invoicing, you’re way behind. That’s something that has been slowing you down. Enable your mobile workers to access their jobs through applications, making it easier to handle everything from job status to updating invoices on the go.
So, these were the 6 metrics that you should definitely measure when evaluating your field service. Just a Salesforce CRM consultant on your team can help you get through all the challenges you’re facing to track these metrics, enabling you to get real results.
It’s time for you to get the best from your field service. Contact us and get our Salesforce professionals to help you overcome any hurdle you face in your field service.
