Field Service Tips and Information

Ascent Business Systems, Inc. is a leading provider of mobile software for the field service industry with over 25 years of experience helping small to medium sized businesses overcome operational inefficiencies. Ascent is currently in use by a wide range of businesses with revenues of $250,000 to $500,000,000 comprised of a multitude of service providers within the Trade, Technology and Capital Equipment industries. Ascent now services clients in every major service vertical and metro area in North America.

The Service Glossary: First Time Part Fill Rate

Christopher Esselborn - Wednesday, September 02, 2015

The Field Service Glossary

Earlier in this series, we covered First Time Fix Rate, one of the leading metrics in the service industry. Today, we are reviewing First Time Part Fill Rate, a number which provides greater insight into the impact your inventory management has on your ability to complete the job.


Week 8: First Time Part Fill Rate, Do your technicians have the right parts to get the job done? 


How to Calculate:  Add the total number of service calls for a given period (month) with parts transactions that did not require a return or repeat trip to complete. Divide that number by the total number of calls with parts transactions for the same time period to better understand what percentage of your service calls with parts transactions are completed in the first trip. Factors that affect First Time Part Fill Rate include improper truck and/or main office inventory stocking. After an understanding is gained into the First Time Fix rate, look for part usage patterns in your 'return/repeat' calls. 


Ascent Business Systems is a Sage 100 Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and AS Cloud for your customers and workforce.

The Service Glossary: Number of Touches/Closure

Christopher Esselborn - Tuesday, June 30, 2015

 

    The Field Service Glossary

     

     

    This week we are highlighting another important KPI for the back office. When you take the time to learn how to calculate and interpret the number of touches/closure per call in your business, you are enabling your company to overcome operational deficiencies and to also speed up routine processes.


    Week 6: Number of Touches/Closure


    How to Calculate: Collect the number of employees who interact with the service call-from the initial phone call-through completion. It is also extremely important to take note of the number of times each employee engages with a service call. A simple chart is helpful in visualizing the process so that you can more easily identify and eliminate repetitive processes.

     

    If Call has no problems:

    Call Received 

    Work order processed 

    Work Scheduled 

    Customer called to schedule

    Technician scheduled

    Technician Called

    Job Performed 

    Paperwork Submitted 

     

     

     

    Mindy

    Harry

    Harry

    Mindy

    Harry

    Mindy

    Technician

    Technician

     

     

    If Call has issues:

    Customer reschedule

    Tech reschedule

    Technician called

    Job needs parts

    Pick-up parts

    Incorrect parts

    Parts need ordering

    Pick-up new parts

    Job Performed 

    Paperwork Submitted

     

    Mindy

    Harry

    Mindy

    Wiseman's Son

    Technician

    Technician

    Wiseman's Son

    Technician

    Technician

    Mindy


    Use the visualization to help you identify and eliminate the repetitive processes. 


    Quick Tip: Establish procedures to enhance you workflow. By automating your manual processes, you can greatly reduce the amount of time required to gather documentation (ie installed equipment, whether covered under maintenance agreement/warranty, priority level, service address and A/R records)


    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and the AS Cloud for your customers and workforce.

The Service Glossary: Average Time to Invoice

Christopher Esselborn - Wednesday, June 10, 2015

 

    The Field Service Glossary

     

     

    We have been focused on KPIs that demonstrate how your company performs during field operations, but this week, we’d like to highlight a KPI that is vital to your back office operations. By utilizing Average Time to Invoice, your company gains a greater understanding of how efficiently your service and office workforce perform in completing service call invoices.


     

    Week 4: Average Time to Invoice


     

    How to Calculate: Collect the count for each separate invoice.  For each invoice, collect the  number of days passed to bill (invoice date) a service job, once it is received back from the technician (service job complete date). Summarize the number of total number of days between service jobs completion and invoice date, and then divide your total by the number of invoices in your sample batch.  Factors that affect Average Time to Invoice include: customer service; service administration; service logistics; service ticket transcription and the service close out processing.


     

    Quick Tip: Automation will increase productivity while decreasing the amount of time to collection. Be aware of common bottlenecks associated with manual processes like document verification-installed equipment, labor rates,etc-and deciphering handwritten tickets. All of these factor into and affect your cash flow.


     

    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and the AS Cloud for your customers and workforce.

The Service Glossary: First Call Resolution Rate

Christopher Esselborn - Friday, June 05, 2015

 

    The Field Service Glossary

     

     

    In the last couple of KPI blogs, we familiarized you with basic metrics like number of service calls and average daily work orders. We've combined those two concepts this week to demonstrate a very important field metric, First Call Resolution Rate.


    Week 3: First Call Resolution Rate


     

    How to Calculate: Collect the count for the number of calls that do not require a return or repeat trip-for a given time period (month) -and divide that number by the total number of calls for the same period to better understand what percentage of your service calls are completed in the first trip. Factors that affect First Call Resolution: technician competence, operational performance and parts management.


     

    Quick Tip: When multiple trips to complete are required, the influencers to measure include: incorrect dispatch details, deficiency in parts stocking or technician’s technical skills.


     

    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and AS Cloud for your customers and workforce.

The Service Glossary: Average Daily Work Orders Completed per Tech

Christopher Esselborn - Monday, April 20, 2015

 

    The Field Service Glossary

    This is the second installment in a series of short definitions for over 30 industry KPIs and how they are calculated. This particular KPI is very simple, but it is important to start with the basics. Over the upcoming weeks, the KPIs will become more complex, more meaningful and more beneficial.

     

     

    Key performance Indicators are measurements that evaluate how effectively an organization is achieving a particular activity or business objective. To select the right KPIs for your business, you need to know your business goals and you need to understand how to measure your progress toward them. 

     

    Week 2: Average Daily Work Orders Completed per Tech

     

    Definition: The total number of work orders closed by a technician per day.

     

    How to Calculate: Collect the count for each separate technician and divide their total by the number of days (weekly, monthly, quarterly) to better understand technician productivity. 

     

    Ascent Business Systems is a Sage Development Partner with over 30 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and the AS Cloud for your customers and workforce.

The Service Glossary: Number of Service Calls

Christopher Esselborn - Tuesday, April 14, 2015

 

    The Field Service Glossary

     

     

    Key performance Indicators are measurements that evaluate how effectively an organization is achieving a particular activity or business objective. To select the right KPIs for your business, you need to know your business goals and you need to understand how to measure your progress toward them. This weekly installment will provide short definitions of over 30 service industry KPIs and how they are calculated.  Some of the first KPIs are very simple, but we feel that it is important to start with the basics.  As we move forward over the upcoming weeks ahead, the KPIs will become more meaningful and more beneficial.

     

    Week 1: Number of Service Calls

     

    Definition:  The total number of service calls by service call type or profit center. Types of service calls include to measure: new business, break-fix service, non-agreement covered; agreement covered; preventive maintenance; inspection; warranty calls; and other. 

     

    How to Calculate:  Collect the total count for each separate and applicable service. Subtotal service jobs by call type and period (Monthly, quarterly, annually) to better understand business cycles.

     

    Ascent Business Systems is a Sage Development Partner with over 25 years experience developing service management solutions designed to work seamlessly with Sage accounting solutions. The Ascent product line provides clients with a wide range of world class service management tools, superb reporting capability and scalability for growing businesses. These products include AS Office for the back office, AS Mobile and AS Cloud for your customers and workforce.


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