Mastering Field Service: Essential Metrics & KPIs for Superior Performance

In today's business environment, the effectiveness of field service is vital for achieving success and remaining competitive. Metrics and key performance indicators (KPIs) for field service assist businesses in assessing and enhancing their operations by optimising processes. Analysing these metrics properly not only highlights weaknesses but also allows for strategic planning to boost productivity. In this guide, we will examine the most crucial metrics to help you manage your field teams. By mastering these tools, you can significantly enhance service quality and elevate customer satisfaction.

What Are Field Service Metrics

Field service performance metrics are measures that assess the performance of field teams along with the quality of the service provided. These metrics assist companies in determining how swiftly and effectively tasks related to off-site customer service are completed. Proper utilisation of field service performance metrics allows for a comprehensive analysis of the current situation and identification of areas for improvement, leading to enhanced customer satisfaction and increased profits. It's essential to understand that off-site service metrics can differ based on the nature of the business and industry. They might include metrics such as response time to calls, the number of orders completed, customer satisfaction, and service costs. Effectively monitoring these metrics empowers organisations to track their performance and benchmark against competitors. With the aid of modern technology, such as field service performance metrics software, companies can significantly improve the process of data collection and analysis. These solutions automate many processes, enabling professionals to focus on key aspects of customer service. Consequently, this leads to increased efficiency, cost reductions, and enhanced overall company productivity.

Essential Field Service Software Capabilities

Field service software provides several powerful tools that simplify KPI service management. Its functionality focuses on improving the quality of customer field service performance metrics and optimising internal processes. Let's delve into the main features that this software offers.

1. Appointment Booking Capability

A key feature of field service performance metrics software is the ability to book appointments. This function allows customers to schedule appointments with field service professionals in advance. By integrating with calendars and time field service management metrics and systems, the software automatically generates available time slots and presents them to clients. This way, customers can select a convenient time, significantly enhancing the ease of field service performance metrics. Additionally, the appointment feature helps avoid confusion and conflicts arising from multiple appointments at the same time. This ultimately reduces negative feedback and boosts customer satisfaction. Furthermore, the ability to make an appointment allows staff to prepare in advance. By knowing the date and time of the visit, professionals can gather all necessary materials and information, rendering the service more focused and efficient. Ultimately, this process not only simplifies things for customers but also bolsters overall team productivity.

2. Integrated Real-Time Notification Capability

Another critical feature of offsite service software is the integrated real-time notification system. This utility provides quick alerts to both customers and field technicians regarding any changes in the field service performance metrics schedule. The notification system keeps customers informed about technician arrival times, schedule changes, and other crucial aspects. Notifications can be sent through various channels including SMS, email, and mobile apps. This keeps customers informed and fosters a sense of responsiveness from the company. For field technicians, this feature is particularly useful. Notifications allow quick responses to schedule changes or emergencies. As a result, it significantly enhances their mobility and availability to complete tasks, which ultimately improves service and customer loyalty.

3. Integrated Workflows Capability

The integrated workflow capability is another crucial feature that markedly boosts the efficiency of outbound field service performance metrics. By automating processes such as task assignment, project management, and execution tracking, the software promotes greater coordination among field teams. Workflows become more transparent and manageable, avoiding unnecessary delays and errors. Professionals can swiftly access necessary information and resources, boosting their productivity. Importantly, customising workflows to the company's specific needs allows for maximising performance. Additionally, analysing data on completed tasks and individual specialist performance empowers management to pinpoint team strengths and weaknesses. This analytical process is crucial for continuous improvement and overall performance enhancement. Ultimately, an integrated workflow system enriches service quality and customer interactions.

4. Offline Mode Capability

Finally, offline operation mode is another important feature of field service performance metrics software. This capability allows technicians to perform their duties even when internet connectivity is limited. In the field, where connectivity can be unstable, this feature becomes invaluable. Technicians can complete reports, update statuses, add notes, and perform other tasks without worrying about a stable internet connection. All information is stored locally and is synchronised with the central system once the connection is re-established. This minimises data loss and ensures uninterrupted operation. Offline mode also enhances the flexibility and mobility of field technicians. They can focus on their tasks without distractions from connectivity issues. Ultimately, this leads to better field service performance metrics, quality, and increased customer satisfaction, which is a top priority for any field service company.

What Are Field Service Key Performance Indicators

Field service KPIs are specific metrics that measure the quality and productivity of a field service team. These metrics aid organisations in assessing their performance, identifying weaknesses, and making informed decisions to improve processes. Key KPIs for field service performance metrics:

1. Response time - the average duration to respond to a customer inquiry.
2. Number of tasks completed - the total number of tasks concluded in a specific time frame.
3. Customer Satisfaction Rate - the percentage of customers content with the service provided.
4. Percentage of completed calls/visits - the share of successfully concluded tasks compared to the total number of appointments.
5. Uncompleted task balance - the count of tasks that missed completion deadlines.

These field service performance metrics not only monitor performance, but also allow for adjusting processes to meet customer requirements and current market trends.

Why Is It Important To Define KPIs In Field Service Operations

Key performance indicators (KPIs) are crucial in managing field service operations. They assist in tracking tasks and provide vital data for evaluating team performance, enhancing customer experience, and optimising resources. Defining and regularly measuring KPIs enables organisations to identify areas needing improvement, minimise costs, and enhance service quality—factors leading to higher competitiveness. These metrics are the foundation for strategic decision-making and development strategies. By understanding and analysing their KPIs for service technicians, companies can adapt to evolving market conditions and customer demands, further boosting their reputation and fostering enduring customer relationships. Therefore, a well-defined set of KPIs becomes an essential tool for achieving long-term objectives and enhancing overall business performance.

Measuring Field Service KPIs: Strategy-Driven vs. Metrics-Driven

It's important to note that successful KPI implementation requires a clear comprehension of the company's goals. Strategically highlighted indicators, whether they stem from a strategic approach or purely based on field service KPI metrics, will facilitate better management of field services and efficient resource allocation, ultimately yielding expected results.

The difference in Approach: Strategy-Driven vs. Metrics Driven

The strategy-based approach prioritises the company's long-term objectives and broader development plan. In this context, KPIs are set according to strategic priorities such as increasing market share, reducing the service cycle, or enhancing customer experience. These metrics help employees understand how their daily tasks align with broader organisational goals. Conversely, a data-driven field service KPI approach aims at measuring specific results and comparing them against pre-set standards. These could include the count of services performed, complaint response durations, and customer satisfaction levels. This method allows for assessing current performance and identifying bottlenecks, aiding in swift responses to changes. By melding both approaches, organisations can forge a comprehensive evaluation system that bridges the perceived gap between long-term objectives and short-term outcomes. This helps teams better coordinate and focus on meeting both strategic and operational targets.

1. Operational Efficiency

Operational efficiency ranks as a key success factor for field service operations. A strategy-driven approach targets optimising processes and cutting costs while enhancing the quality of field service metrics. Ensuring all field team operational phases are optimised can dramatically boost productivity and customer satisfaction. On the flip side, data-driven field service performance metrics enable teams to adapt promptly to current conditions by recognising deviations from standards and making necessary timely adjustments. For instance, if response times to customer inquiries exceed norms, the team can adjust and reschedule to boost efficiency. Thus, blending strategic and indicative assessment aids in achieving high operational efficiency, which, in turn, helps reduce costs and heighten profits.

2. Productivity and Performance

The performance of field service metrics teams directly impacts the company’s overall performance. A strategic KPI approach facilitates the setting of long-term productivity growth goals, such as boosting the number of successful completed visits or curtailing turnaround times. Data-driven field service performance metrics enable real-time team performance tracking. Using mobile apps to monitor employee time and tasks completed successfully can swiftly identify gaps, providing opportunities for Training and development. Ultimately, fusing strategic and indicative KPIs fosters continuous productivity growth, improving field service performance metrics, quality, and enhancing competitiveness.

3. Customer Experience

The customer experience lies at the core of any field service strategy. The strategy-led approach emphasises creating seamless, positive customer interactions throughout service stages, ensuring their needs and expectations are fulfilled. Through KPI data, companies obtain immediate customer feedback on field service performance metrics and quality. This allows them to quickly identify gaps and take fast action, vastly improving the customer journey. Modern consumers expect high levels of service. A company's ability to adapt to these expectations through continuous analysis and service approach updates is crucial for customer retention and establishing a strong reputation.

4. Customer Engagement

Attracting new customers is a crucial aspect of long-term growth. A strategic KPI approach enables organisations to identify target customer segments and develop appropriate marketing and field service performance metrics strategies to best meet their needs. A metrics-based approach allows for clear tracking of the results of marketing efforts and their impact on attracting new customers. For example, assessing how the number of new customers changes as a result of optimised service processes helps identify effective practices. In this way, aligning strategic and indicator-based KPIs helps create a system that not only attracts customers but also retains them, enhancing overall field service management KPI.

5. Customer Satisfaction

Customer satisfaction is the litmus test of field service success. A strategic approach aims to create long-term relationships with customers and continuously improve the quality of service provided. With KPI data, companies can track customer satisfaction and identify areas for improvement. This allows for feedback to be used to improve service quality and make adjustments based on customer feedback. Refining strategies to enhance satisfaction, combined with performance data, creates a powerful toolkit for building a successful and sustainable business in a competitive environment.

25 Field Service Metrics and Key Performance Indicators

Let's take a look at the top 25 field service performance metrics and KPIs you need to know about.

1. Service Request Volume

Service request volume is the most important metric for estimating the workload of a field service performance metrics team. It shows how many requests are received in a given period and allows you to forecast resource requirements. Regularly analysing request volume helps to identify seasonal trends and reallocate tasks to facilitate better work planning.

2. Service Request Backlog

The service request log serves to document all incoming requests, including date, time, type of request and status. It provides process transparency and helps in analysing the performance of the field service performance metrics desk. In addition, this log can serve as a basis for future improvements by identifying typical problems and areas for optimisation.

3. Inflow and Outflow of Cases

Comparing the inflow and outflow of calls allows you to assess helpdesk utilisation and predict potential problems. If the inflow of calls exceeds its outflow, it may indicate a lack of resources or a decline in service quality. Analysing this metric helps not only in optimising performance but also in improving customer satisfaction.

4. Technician Utilisation

The efficiency of utilisation of technicians helps in measuring whether the working hours of employees are optimally allocated. This may include analysing the time spent on tasks versus total work hours. A high utilisation rate indicates a quality work organisation, while a low one may indicate a need to review work processes.

5. Inventory and Spares Turnover Rate

Inventory and spare parts turnover rate shows how quickly a company is able to utilise its resources to complete tasks. This metric helps to minimise storage costs and manage inventory availability and avoid delays in customer field service performance metrics. Efficient inventory turnover helps to increase overall productivity and reduce risks associated with shortages of needed materials.

6. Service Request and Activity Type

Analysing service requests based on activity type reveals which services are most in demand. This knowledge helps companies tailor their offerings and optimise processes based on real customer needs. Understanding the types of requests also facilitates more targeted training for technicians.

7. Number of Jobs Done

The number of jobs completed serves as an indicator of the effectiveness of the field service team. Regularly recording this metric allows you to monitor productivity and develop methods to improve it. Ensuring that scheduled tasks are completed on time has a significant impact on customer loyalty and satisfaction.

8. Mean Time to Complete the Job

Average turnaround time is an indicator that shows the efficiency of the field service performance metrics processes. It allows you to assess how quickly the team is able to complete tasks and where delays may occur. Reducing this time has a positive impact on the overall level of service and helps enhance customer satisfaction.

9. Average Travel Time Per Task

Average travel time per task characterises field service logistics and helps analyse employee routes. Optimising travel time can significantly reduce overall costs and increase the number of orders completed. This metric is also important for scheduling work time and distributing the workload of technicians.

10. Repeat Visits

The number of repeat visits can indicate the quality of field service performance metrics provided and the level of customer satisfaction. A high level of repeat visits may indicate a lack of skill or incomplete resolution of a problem the first time. Managing this metric will help the team identify weaknesses and improve service quality.

11. Average Time to Resolution

Average time to resolution is a metric that shows how long it takes on average to resolve a customer issue. Reducing this time is critical to enhancing customer satisfaction and customer service efficiency. Regular analysis of this metric allows you to identify difficulties and optimise processes.

12. Average First Response Time (FRT)

Average First Response Time shows how quickly the team responds to customer inquiries. A fast response is important for creating a positive impression and is the first step to the successful resolution of an inquiry. This metric can be the basis for developing strategies to enhance field service performance metrics quality.

13. Average Reply/Response Time

Average response time reflects the speed at which the field service team responds to customer inquiries. It is critical for maintaining high standards of field service performance metrics, quality and resolving customer issues. Analysing this metric can help in adapting processes and optimising the workload of the team.

14. First-Time Fix Rate

The first resolution rate is the proportion of requests that were successfully resolved during the first contact with the customer. A high ratio indicates a high level of technician professionalism and the ability to quickly identify and resolve issues. Improvement in this metric contributes to higher customer satisfaction and lower re-service costs.

15. Case Escalation Requests

Escalation requests indicate the number of instances where a customer's problem was not resolved at the first level. A high escalation rate may indicate a lack of specialist skills or difficulty in understanding the problem. This indicator signals the need for training and business process review.

16. Customer Effort Score (CES)

The Customer Effort Score measures how much effort a customer had to put in to resolve their problem. A low effort score often correlates with high customer satisfaction. Analysing this metric helps to identify service bottlenecks and lead to improved customer experience.

17. Churn Rate

The churn rate shows the percentage of customers who have stopped using a company's services. A high churn rate can signal a lack of service quality or customer dissatisfaction. Analysing this metric will help identify the causes of churn and develop effective retention strategies.

18. Account/Customer Summary

An account or customer summary shows a complete picture of the relationship with a particular customer, including the history of interactions and services performed. It helps teams better understand the client's needs and tailor their offerings. This tool is critical for forming long-term relationships and building loyalty.

19. Active and Inactive Accounts

Analysing active and inactive accounts allows organisations to track trends in the usage of their services. An increase in inactive accounts may indicate field service performance metrics quality issues or a mismatch in customer needs. By working with this metric, companies can focus on resuscitating inactive customers through targeted campaigns.

20. Customer Satisfaction Score

Customer Satisfaction Score (CSAT) provides valuable information on how satisfied customers are with services. It is the primary metric for evaluating the quality of services provided and identifying areas for improvement. Continuous monitoring of CSAT helps the company to respond quickly to problems and enhance overall field service performance metrics levels.

21. Net Promoter Score (NPS)

The customer loyalty score (NPS) measures the likelihood that customers will recommend a company to others. A high NPS indicates strong customer loyalty and satisfaction, leading to long-term business success. Companies can use this metric to analyse their market position and make strategic decisions.

22. The Remote Resolution Rate

The remote resolution indicator shows how successfully customer problems are resolved remotely, without the need for a specialist visit. A high level of this metric can reduce costs and field service performance metrics time. This metric also contributes to resource optimisation and overall efficiency.

23. The Rate of Interventions Performed in the SLA Limits

The Service Level Agreement (SLA) intervention rate demonstrates how well a company is meeting its standards. Maintaining this indicator at a high level is critical to meeting contractual obligations and increasing customer confidence. Companies that take their SLAs seriously gain a competitive advantage in the marketplace.

24. Employee and Contractor Turnover

Staff and contractor turnover is an important indicator of the sustainability of a field service team. A high turnover rate can signal problems within the team or a lack of worker satisfaction. Reducing turnover rates helps retain qualified staff and maintain a consistently high level of field service performance metrics.

25. Overall Costs

Total costs of field service performance metrics are a critical metric for business management. They account for all costs associated with service delivery and identify inefficient practices. Managing total costs helps optimise resources and improve a company's financial performance.

What Are Key Performance Indicators for Maintenance

Effective maintenance plays an important role in ensuring the reliability and longevity of equipment. Key performance indicators (KPIs) help organisations measure and improve the performance of their maintenance processes. Let's take a look at the key KPIs that help measure maintenance performance.

Mean Time-to-Repair (MTTR)

Mean Time to Repair (MTTR) is a metric that measures the time it takes to get equipment operational again after a failure. MTTR includes all stages: diagnosing the problem, preparing for repair, repairing the equipment, and testing the equipment after it's returned to field service performance metrics. Optimising MTTR is crucial for reducing downtime and losses associated with rearranging or halting production processes. A high MTTR value might suggest a need to enhance technician training, spare parts availability, or diagnostic methods, which can ultimately affect overall plant productivity.

Maintenance Backlog

The Maintenance Backlog is an important tool for managing maintenance processes. This document logs all scheduled work that hasn't been completed on time for any reason. Understanding why these jobs are incomplete helps identify bottlenecks in maintenance planning and organisation. By analysing data from the logbook, a strategy can be developed to optimise maintenance schedules, minimise downtime risks, and increase overall equipment reliability. Regular review of the backlog also aids in improving discipline among maintenance staff.

Mean Time-Between-Failures (MTBF)

Mean Time Between Failures (MTBF) is another key KPI that indicates the average amount of time equipment operates without failure. MTBF is calculated as the ratio of total equipment uptime to the number of equipment failures over a given period. High MTBF values signify high equipment reliability and effective maintenance processes. MTBF can be enhanced by modernising equipment, implementing modern technologies, and a sensible approach to preventive maintenance planning.

Equipment Uptime

Equipment uptime is an indicator that reflects the total duration of operation without failures. This time can be defined as the period from commissioning to the first failure. Tracking this metric enables companies to assess equipment reliability and identify areas for potential improvement. Improving uptime is directly linked to maintenance quality, as well as the proper selection and use of materials and spare parts. Ultimately, increasing this metric results in greater customer satisfaction and cost savings.

Field Service Technician Metrics

Metric	Description	Importance
First-Time Fix Rate	Percentage of issues resolved on the first visit.	Indicates efficiency and customer satisfaction.
Average Response Time	Average time taken to respond to service requests.	Affects customer satisfaction and service level.
Mean Time to Repair (MTTR)	Average time taken to complete repairs.	Reflects technician efficiency and resource allocation.
Utilisation Rate	Percentage of time technicians spend on productive tasks vs. total available time.	Helps in workforce management and planning.
Customer Satisfaction Score	Rating from customers post-service.	Direct measure of service quality and technician performance.
Service Level Agreement (SLA) Compliance	Percentage of service requests meeting SLA requirements.	Essential for maintaining contractual commitments.
Cost per Service Call	Average cost incurred for each service call.	Important for budgeting and financial analysis.
Repeat Visit Rate	Percentage of service calls that require a follow-up visit.	Indicates quality of service and potential training needs.
Technician Productivity	Number of service calls completed per technician per day.	Measures efficiency and workload management.
Inventory Turnover Rate	Frequency at which inventory is used and replenished.	Important for managing parts and reducing costs.

 

Field Service Dispatcher and Scheduler Metrics

Metric	Description	Importance
Schedule Adherence	Percentage of scheduled appointments that are met on time.	Reflects the effectiveness of scheduling and planning.
Average Dispatch Time	Average time taken to assign a technician to a service request.	Impacts response times and customer satisfaction.
Technician Availability Rate	Percentage of time technicians are available for new jobs.	Helps optimise resource allocation and scheduling.
First Contact Resolution Rate	Percentage of issues resolved during the first customer contact.	Indicates effectiveness in resolving issues without escalation.
Job Completion Rate	Percentage of jobs completed within the scheduled time frame.	Measures efficiency and effectiveness of dispatching.
Customer Satisfaction Score	Rating from customers regarding their service experience.	Direct measure of service quality and dispatcher performance.
Average Time to Schedule	Average time taken to schedule a service appointment after a request is made.	Affects overall service delivery and customer experience.
Emergency Job Response Time	Average time taken to respond to emergency service requests.	Critical for customer trust and service reliability.
Resource Utilisation Rate	Percentage of technician capacity utilised for productive work.	Important for maximising workforce efficiency.
SLA Compliance Rate	Percentage of service requests that meet established Service Level Agreements.	Essential for maintaining contractual obligations and customer trust.

 

How to Choose the Right Field Service Metrics

Consideration	Description	Importance
Alignment with Business Objectives	Ensure that your field service goals support overall business objectives.	Helps in prioritising metrics that drive business success.
Accessibility of Data	Determine what data is readily available for analysis and reporting.	Ensures that metrics can be tracked and measured effectively.
Actionability of Metrics	Assess whether the metric can lead to actionable insights and improvements.	Metrics should inform decision-making and operational changes.

 

Planning Your Field Service Metrics

Planning for field service indicators is a critical step in achieving high performance in the field. The first step is to find and collect all the data that can influence the generation of field service performance metrics. This includes analysing service history, performance data, and customer feedback. Studying this data will help identify current trends and problem areas, which will allow you to more accurately customise field service metrics to meet the needs of the business. In addition, it is recommended to regularly review and update the information gathered to account for changes in market conditions and business processes. The next step is to disseminate the field service performance metrics to all stakeholders. It's important that supervisors, managers, and field service workers have access to up-to-date information. This can be achieved through regular meetings, newsletters, or the use of specialised digital platforms. Keeping an open dialogue and sharing information helps teams better understand their tasks and direction to improve performance, which in turn promotes more cohesive work. A key aspect of successful planning is clearly communicating goals to the field service performance metrics workers. Goals should be formulated to be specific, measurable, achievable, relevant and time-bound (SMART). This will enable workers to clearly understand their responsibilities and expectations and help motivate them to achieve high performance. Clarity in the formulation of goals provides a solid foundation for effective work and contributes to improved team morale.

Determine Your Field Service Goals

Setting field service goals requires an in-depth analysis of business needs and customer expectations. Clearly articulated goals help guide the team's efforts and provide a basis for further action. For example, a goal could be to reduce response time to customer requests or improve service levels in a particular region. Understanding the company's priorities and translating them into specific goals will help optimise field service performance metrics, processes, and achieve greater customer satisfaction. It's also important to keep in mind that goals should be adaptive. The market and customer needs can change, and field service goals must be aligned with these changes. Regularly re-evaluating goals helps avoid stagnation and guides the team towards innovation. Involving employees in the goal-setting process can increase buy-in and commitment, as they will feel engaged in the process and realise the importance of their roles.

Tracking and Reporting Field Service Metrics

Effective tracking of field service performance metrics indicators is fundamental to achieving the goals set. Utilising analytical tools and monitoring techniques allows teams to regularly assess their performance. Key field service performance metrics such as turnaround time, customer satisfaction, and number of tasks completed should be monitored on a regular basis. This provides the opportunity to react quickly to any deviations and adjust strategies in real time. Reporting on field service performance metrics is an equally important aspect. It's important not only to collect data but also to present it in a format that is easy to analyse and understand. Regular reports help to keep all stakeholders informed of developments and provide transparency of processes. Furthermore, the use of visualised data such as graphs and charts can make it much easier to comprehend information and identify trends.

Field Service Dashboards

Monitoring dashboards are becoming increasingly popular tools for managing field service performance metrics. They allow you to summarise productivity and performance data in one visually appealing graphic. With today's technology, dynamic dashboards can be created that update information in real-time, allowing teams to respond quickly to changing conditions. Using dashboards makes data more accessible and understandable to everyone involved in the process. Dashboards can also be a powerful tool to boost employee engagement. Installing these dashboards in offices or workplaces serves as a constant reminder of goals and field service performance metrics, fostering a competitive spirit and a desire to achieve high performance. Employees can see their contributions to the bigger picture and gain an understanding of how their efforts affect the team's overall success, which surely enhances morale and productivity.

How Shifton Assists You in Tracking Field Service Metrics KPIs and Metrics

In today's business environment, where competition is growing by the day, accurately tracking key performance indicators (KPIs) and field service performance metrics is becoming crucial to success. Shifton's platform offers many opportunities to monitor and improve these field service performance metrics, allowing companies to optimise their business processes and provide the most efficient customer service possible.

Close More Jobs with Efficient Call Booking

Effective call bookings are fundamental to any field service performance metrics provider's success. Shifton offers an intuitive interface for managing field service performance metrics requests, making it easy to process orders quickly and easily. The platform includes the capacity to automatically allocate calls based on location, technician availability, and task complexity. This not only reduces customer wait times, but also increases the likelihood of closing more orders. With the ability to integrate with other systems like CRM, Shifton makes the entire process as transparent and efficient as possible.

Optimise Service Delivery with Smart Scheduling & Dispatching

Shifton also provides tools for smart scheduling and dispatching, significantly improving service delivery. By using machine learning and data analytics algorithms, the system predicts the workload of assigned workers, allowing you to adjust work schedules and resource plans in advance. This level of optimisation helps minimise downtime and ensures that the right resources are available at the right time. Consequently, companies can respond to customer requests faster, enhancing not only their efficiency but also customer satisfaction.

Keep Your Field Service Technicians Agile with Shifton Mobile

With the Shifton Mobile app, field service technicians can manage their work from anywhere at any time. The platform offers features that allow technicians to retrieve job information, update service statuses, and communicate with the team in real-time. This means that even when out of the office, technicians stay connected and can respond quickly to changing conditions. The flexibility makes them more productive and enables them to instantly resolve any issues that arise during the service process.

Boost Customer Metrics by Delivering Excellent Customer Service

An equally important aspect is customer service. Shifton provides tools to collect feedback, monitor satisfaction, and analyse customer interactions. Important settings for automatic notifications and post-service surveys help you gather useful data that can be used to enhance the quality of work. The better you understand your customers' needs, the more personalised and high-quality your field service performance metrics can be. This ongoing commitment to enhancing the customer experience not only boosts satisfaction but also helps form enduring customer relationships. Overall, using the Shifton platform is a powerful step towards enhancing the efficiency of your field service operation. The integration of all these features into one system makes it a very useful tool for both managers and field service professionals. With Shifton, your KPIs and field service performance metrics will be under control, giving you a competitive edge in the marketplace!