Field Service operations are critical to a company’s service strategy, and in many industries provide the first or only contact a company has with its customers. As field service operations expand their offerings and individual representatives are being asked to independently drive revenue while being as efficient as possible, accurate and timely performance data is essential. Using this data in a performance management process can meaningfully help meet customer satisfaction goals, retain the best employees and ensure alignment of individual objectives with strategic company goals.
Without performance management in place, many field service organizations do not have the tools and data they need to hit operational goals. More specifically, field service operations are challenged by:
- Inconsistent performance across a diverse set of technicians and supervisors
- Untimely and incomplete performance tracking due to variable data collection methods and long data latency issues
- Inconsistent communication across a dispersed and mobile workforce
- Inaccurate employee peer comparisons across environments and diverse work streams
- High employee-to-supervisor ratios, challenging supervisor productivity and effectiveness
By automatically and continuously providing individual performance data to everyone in the operation - from front line technicians to executive management – Merced Systems’ Sales Performance Management and Service Performance Management solutions help field service operations better manage and improve the performance of complex, geographically dispersed workforces. |
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