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In this article, we reveal the key performance indicators that can make all the difference, but that you're probably not tracking yet. Discover how to measure your service team's performance in a way that drives revenue and success.
We’ve been in the industry long enough. We’ve helped solve field team issues for hundreds of field teams and based on personal experience, we know that you might not be measuring your service teams the right way.
Your service teams are out on the field every single day, and if you’re not tracking the right performance metrics, they are not to blame when your business isn’t taking off.
All good solar service metrics are tied to business growth in one way or another. If you’re a solar service contractor or business you have to stop trying to track vanity metrics just for the sake of it. If it isn’t adding to your business revenue, you are better off not tracking it at all.
In this article, let’s take a look at some of the key performance indicators for solar service teams that you’re not tracking, that you probably should.
There are several key performance indicators (KPIs) that you can use to measure the performance of your solar service teams. Here are a few examples:
Let’s take a look at how we can monitor each of them from a single platform.
This measures the percentage of service calls that are resolved on the first visit by the service team. A high first-time fix rate indicates that your service team is effective at diagnosing and resolving issues.
First-time fix rate is calculated with a simple formula. Just divide the number of service requests solved on the first visit by the total number of service visits made by your team (or the individual, based on which level you decide to monitor this).
So for example, if your team has made 100 visits for the week and 40 of those visits resulted in a resolution on the first visit itself, then your first time fix rate would be:
First Time Fix Rate = 40 100 100 = 40%
Assuming you’ve got a Fieldproxy account, measuring First-Time Fix Rate becomes really simple.
Alternatively, you could just create this field using simple SQL and incorporate into your existing reports using Fieldproxy’s inbuilt query builder.
This measures the amount of time it takes for your service team to respond to a customer's request for service. A shorter response time generally indicates higher levels of customer satisfaction.
Average response time also has a simple formula. Just take an average of the total time taken to respond to all tickets to the total ticket count.
Avg. Response Time = Total time taken to respond to all tickets total ticket count100
This measures how satisfied your customers are with the service they receive from your solar service team. You can track this by sending out surveys or using customer feedback platforms.
P.S: Fieldproxy has an inbuilt customer feedback solution that you could send out to your customers and collect honest feedback after every service. And you can get a free demo if you click this link right now! Just saying :)
This measures the time it takes for your service team to resolve a customer's service ticket. A shorter resolution time generally indicates higher levels of customer satisfaction.
This measures the percentage of time that your service technicians are actively engaged in service activities. A higher utilization rate generally indicates that your service team is being utilized effectively.
Utilization rates are basically measured by the amount of time your technicians spend in resolving tickets, and how productive they reall are.
This measures the amount of revenue generated by each service technician. A higher service revenue per technician indicates that your service team is effective at generating revenue.
As businesses expand and operations grow more complex, managing field teams can be a daunting task. From managing tickets to scheduling jobs and everything in between, keeping track of everything can be time-consuming and inefficient.
That's where Fieldproxy comes in - an end-to-end field team management solution that aims to simplify these tasks and streamline operations.
One of the key features of Fieldproxy is its ticket management system. With this feature, businesses can create, assign, and manage tickets, ensuring that issues are resolved quickly and efficiently. This means that customers get the service they need, and businesses can maintain their reputation for quality customer support.
Another important aspect of Fieldproxy is its job scheduling feature. With this tool, businesses can schedule jobs and assign them to field teams in real-time. This helps ensure that the right team is on the job at the right time, which can save businesses time and money.
Fieldproxy also offers a mobile application that allows field teams to generate quotes and estimates on the go. This feature is particularly useful for businesses that operate in industries where quotes and estimates are necessary, such as construction or landscaping. With this feature, businesses can provide accurate quotes to their customers quickly and easily.
In addition to generating quotes and estimates, the Fieldproxy mobile application also allows businesses to raise invoices and facilitate payment collections through integrations with popular payment gateways. This can help businesses get paid faster and with less hassle.
With features like customer happiness index, and historical customer data, ensure your customers are always satisfied with your products and services. Know exactly how your customers operate and provide better quality services.
Fieldproxy’s easily-presentable data dashboards and reports allow managers to make sense of all the data their field teams collect, in real time.
Create, curate, and manage different dashboards and reports to help make better data-backed decisions for your service teams.
Make a data-backed decision today. Fieldproxy is trusted by 170+ clients and used by over 50,000+ agents all over the globe Click Here To Get Free Demo
So why should businesses consider Fieldproxy? With its comprehensive set of features, Fieldproxy can help businesses save time, streamline operations, and improve customer satisfaction. And with a free demo available, there's no reason not to give it a try.
If you're looking for an end-to-end field team management solution that can help you manage tickets, schedule jobs, generate quotes and estimates, raise invoices, and collect payments while also providing customer feedback support, then Fieldproxy might be the solution for you.
Book a free demo today to see how Fieldproxy can help your business improve its operations and customer satisfaction.