BENEFITS OF A PREDICTIVE ANALYTICS STRATEGY IN FIELD SERVICE MANAGEMENT
For the benefits of predictive analytics to become apparent and effective in field service, it is important that the advantages are understood by all departments, not just Operations. For example, in the course of digitalisation, Finance and C-level departments will find competitive comparison of companies in different sectors (with a field service business model) will become much easier. Competitors are continually evaluating the following critical factors:
- Quality of work
With the right predictive analytics strategy, there is an opportunity to stay ahead of the competition to achieve, for instance, maximum customer satisfaction. This is building loyalty through word-of-mouth and might become the difference in creating future opportunities.
To take our customer service standards and loyalty in practice; avoiding long lead times for spare parts across different times of the year. Knowing when a works ticket comes in is not the same as using data to predict when 10 more tickets will arrive - if at all. Speed and availability are basic customer satisfaction drivers. Taking predictive analytics further for a competitive advantage may mean predicting mechanical failures years ahead of requirements realised.
Predictive analytics in field service is not only of great benefit to the future customer. Field service can also be organised very efficiently for the provider, as soon as tomorrow. Yes, necessary equipment can be procured in a targeted manner, but routes to the customer can be analysed and planned for the best possible outcomes. This saves valuable working time and at the same time reduces fuel consumption for service vehicles (and CO2 emissions reduced). Unnecessary workload is reduced, the first-time-fix rate is increased and efficiency is also increased.
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PREDICTIVE ANALYTICS IN FIELD SERVICE MANAGEMENT - AN IMPORTANT PILLAR FOR A SUCCESSFUL FUTURE
Choosing a strategy for predictive analytics in your field service is an indispensable pillar for a successful future. In the course of advancing digitalisation, it is important to analyse existing customer data in a targeted manner and to increase the efficiency of field service on the one hand and customer satisfaction on the other through statistical analysis.
This is the only way that companies can continue to hold their own and remain competitive in the face of growing competition. Those who have not yet implemented a predictive analytics strategy in their field service management should therefore familiarise themselves with the possibilities now, and take the advantages to set themselves apart from the competition.