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Datawright Blog: Latest Industry Insights

How Field Staff Management Leads To Great Customer Service

Posted by Barry Thompson

Field Staff- blog header.png

Across every single sector, customer service is key. In business, happy customers equal increased sales, return custom and positive referrals, all of which are crucial drivers to the success of any business.

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Catagories: Field Service Business, Customer Service


First-Time Fix Rates: How Do You Compare To The Industry Standard?

Posted by Ian Jack

First-Time Fix Rate Industry Standards

In field service, an industry that is heavily focused on customer satisfaction, your first time fix rate is crucial. Put yourself in the customer’s position: when something goes wrong, they want it fixed straight away. They don’t want to put processes on hold, losing both time and money in the process, while an engineer attempts on multiple occasions to rectify the issue.

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Catagories: First-time Fix Rates, Field Service Business, Field Service Trends


Field Service KPIs: What’s Missing From Yours?

Posted by Barry Thompson

Field Service KPIs: What’s Missing From Yours?

The success of any business — be it in field service or not — rests upon staff performance. You can have the finest vehicles, machinery and equipment, but if staff performance is low, business growth and performance will naturally be stunted.

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Catagories: First-time Fix Rates, Field Service Business, Field Service Trends


Advantages of Bring Your Own Device (BYOD)

Posted by Andy Gough

Bring Your Own Device: Security vs Productivity

In a world where we are surrounded by modern technology and advanced devices, Bring Your Own Device (BYOD) is not a new phenomenon. Employees have adopted a more relaxed attitude to IT for years now, using their own personal laptops and mobile devices to carry out a range of workplace tasks.

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Catagories: Field Service Business, Field Service Trends


Field service management: what to look for in your software

Posted by Dave Cann

Field service management software - what to look for

As our digital dependence grows stronger, businesses are becoming increasingly reliant on technology. However, from time to time, this technology can fail us — that’s where field service management comes into play.

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Catagories: Field Service Software, Field Service Business


Spreadsheets for field service management: wrong tool, wrong problem

Posted by Nicola Mullen

Spreadsheets for field service management: wrong tool, wrong problem

When the only tool that you have is a hammer, every problem looks like a nail. While there’s a lot of truth in this observation, it’s one that many of us may inwardly laugh at. We couldn’t be so stupid as to make that mistake ourselves... could we? But when it comes to spreadsheets, think again.

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Catagories: ROI, Field Service Business


What the future of field service customer service should look like

Posted by Dave Cann

What the future of field service customer service should look like

As consumers, we have all seen how advances in technology have enormously changed our expectations of customer service. The bar is high—and we are collectively pushing it higher, demanding best-in-class Amazon-style excellence from all the organisations with which we interact.

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Catagories: Field Service Business, Customer Service, Field Service Trends


5 critical KPIs for monitoring field service engineer performance

Posted by Lydia Duckitt

5 critical KPIs for monitoring field service engineer performance

For any field service business, its engineers are clearly a vital resource.

And most field service businesses, it’s fair to say, have KPIs in place for monitoring and measuring performance. But are they the right field service engineer performance KPIs?

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Catagories: First-time Fix Rates, Field Service Business, Field Service Trends


5 tips for finding the field service software that’s right for your business

Posted by Ian Jack

5 tips for finding the field service software that's right for your business

 

Everyone knows that these days it’s crucial for field service businesses to have field service software. The days of spreadsheets and paper-based systems have gone—at least for businesses with ambitions to grow, and remain competitive.

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Catagories: Field Service Software, ROI, Field Service Business


5 ways for field service businesses to boost productivity

Posted by Ian Storer

5 ways for field service businesses to boost productivity

Every field service business wants to maximise its productivity—the productivity of its people, and the productivity of its assets, such as vans and equipment. The good news: it’s easier than many field service businesses think.

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Catagories: Field Service Software, Field Service Business, Field Service Trends