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Datawright Blog: Latest Industry Insights

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


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


What is Cloud ERP? The essential facts you need to know

Posted by Dave Cann

What is Cloud ERP: The essential facts!

Even five years ago, most businesses looked doubtfully at Cloud ERP. Too risky, they judged. Too much of a leap in the dark, technology-wise. Great for startups wanting a low-cost ERP solution from day one—but not appropriate for established businesses.

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Catagories: Cloud, Manufacturing Trends, Field Service Trends


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


Will the Internet of Things boost your Field Service business?

Posted by Ian Jack

Will the Internet of Things boost your Field Service business?

Virtually unheard of until two or three years ago, the Internet of Things looks set to be a major disruptive force. Field service—and field service businesses—are squarely in its sights. Because when coupled to Big Data and predictive analytics, the Internet of Things is likely to totally transform how field service businesses operate.

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Catagories: Field Service Software, Field Service Business, Industry 4.0 / IoT, Field Service Trends


Keep your field service engineers connected!

Posted by Barry Thompson

Keep your field service engineers connected

To field service management organisations, the productivity of field service engineers is vital. But are field service organisations themselves putting up barriers to improving that productivity, by forcing field service engineers to work with difficult-to-use mobile computer equipment?

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Catagories: Field Service Business, Field Service Trends


5 things your field service competitors can teach you about customer service

Posted by Nicola Mullen

5 things your field service competitors can teach you about customer service

What constitutes excellence in field service? Not what you might imagine, in short. Field service profitability? No. High levels of serviced asset uptime? No. Low cost of field service delivery? Again, no. In fact, as a recent report from analyst firm Aberdeen Group makes clear, it’s field service customer service.

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