THE METRICS
THAT MATTER IN
COMMUNICATIONS
How to Drive Superior Field Service
How do you manage what you can’t see? It’s a question field-service managers
have struggled with for years. And it’s a question that’s no longer required.
Today, highly-connected field technologies
are helping Communications Service Providers
(CSPs) like telcos, cable/MSOs, satellite/DBS
and broadband providers see their field-service
operations with remarkable clarity. Now, it’s possible
to gather, analyze, and act upon field-service information
in real time—driving efficiency, productivity, and
customer satisfaction like never before.
But with so much data available, and so many
potentially valuable insights, a critical new
question has emerged:
What should we track?
In this short guide, we’ll explain some of the
key metrics every CSP should have on their
strategic dashboard—the ones that are essential
to securing happier customers and achieving
more efficient operations.
Metrics for Happy Customers
Your customers’ demands are simple. They want a rapid response
to their service needs. That means your technicians arrive on
time (during their promised appointment windows or within their
SLA), and complete their job quickly while delivering positive,
friendly service.
Why arrival times matter
When customers require in-home service from
Fortunately, with the right field-service-management solution, these are
their Communications Service Provider, there’s
all things you can measure and improve. Here are the key metrics:
one thing they expect: waiting. Studies have
shown that almost 70 percent of Americans
++ On Time Arrival (OTA)—The first thing customers expect when they
wait at home for service in any given year.
call a service provider, and the first opportunity to disappoint them,
is whether you show up when promised. Being on time is the first step
But waiting and being kept waiting are very
in building trust and confidence among your customers.
different things. Customers are highly sensitive
to on-time arrival—with only 10 percent
++ Mean Time to Install (MTTI) or Repair (MTTR)—When customers
remaining willing to recommend a company
do call, winning their loyalty depends on delivering their service
if they’re even 15 minutes late. No surprise
or resolving their issues as quickly as possible. Getting to them
when you consider that it is estimated that we
quickly, and getting the work done fast, are critical parts of a positive
lose more than two full work-days each year
service experience.
waiting at home for various service providers.
++ First Call Resolution (FCR) rate—Customers are happy to call for
new service, and are willing to accept the occasional repair event,
but getting it right first time is essential to establishing credibility.
Modern field-service technologies can help you get it right the first
time, reducing customer friction and avoiding costly follow-up visits.
++ Net Promoter Score (NPS) and Customer Satisfaction Index (CSI)—
Whichever CSAT metric you use, it is crucial to measure, how your
customers rate your service. There are many schools of thought
on the best way to measure, but just asking customers for
feedback shows them you care.
Metrics for Productivity
Metrics such as arrival times and first-call resolutions also have obvious
applications when it comes to understanding and improving productivity.
But to really optimize your field-service operations, there are a few other metrics
you need to track:
++ Job duration by type—This will help you identify problem tasks and schedule
accordingly. It will also allow you to see how your workforce can be most
effectively deployed against customer-demand trends.
++ Jobs completed per day/shift/hour—This is essential to tracking your ongoing
productivity patterns. You need to choose the right time interval and control for
variables like shift durations, overtime and non-productive activities (training,
meetings, etc).
++ Number of productive hours—This metric is a key complement to “jobs per
unit of time”. This metric focuses on understanding how your technicians
are spending their day, not just how much work is getting done.
++ Travel duration and technician downtime—This metric shows any time spent
“not working with customers”…how much and why, so you can understand
productive and non-productive time and build strategies to optimize the workday.
Moving Beyond Analysis to Automation
While a lack of reliable data once hindered effective field operations,
modern solutions provide extraordinary visibility and insight. With the right
information, and a focus on the right metrics, it’s now possible to efficiently
automate a wide range of field-management processes—from assigning
the right technician to the right job, to delivering proactive communications
updates to customers.
Introducing Oracle Field Service Cloud
By using the right metrics, you make everybody happy.
++ Customers receive better service, faster.
++ Technicians have the right amount and type of work, meaning less
driving and no angry customers waiting for them on arrival.
++ Managers get the data they need to constantly improve efficiency
and reduce costs.
++ Dispatchers get the predictive visibility they need to support technicians’
needs to allow them to focus on the most important thing: the customer.
With Oracle Field Service Cloud, everyone gets the information they need,
when they need it. Through predictive analytics, time-based routing, and mobile
enablement, field service empowers technicians, dispatchers, service leaders
and customers to make their decisions, jobs, and lives easier.
>90% on-time arrival
And for over 50 Communications Service Providers using Oracle Field
Service Cloud, the results speak for themselves:
>90% automated
job assignment
15–30% increase in
field workforce productivity
15–25% decrease
in travel per job
Learn more about how Oracle’s Field Service Cloud solution saves
communications companies time and money—while keeping customers happy.
Call us on 1-800-633-0738 or chat with us at www.oracle.com/goto/field-service/