Maximizing ROI begins before the implementation of workforce management software. It starts in the sales-cycle. Workforce management software solutions can have a fundamental impact on culture and the way people work so key stakeholders should be involved at the beginning and throughout the duration of the process.
It’s not enough to simply implement workforce management software. All software vendors issue updates. These updates may be simple (or complex!) updates that handle bugs or security issues, but in many cases, include new functionality. New functionality, especially in a SaaS environment may not be critical or even helpful for every field service organization, but, because workforce management software tends to be used across many different industries, new functions can be adapted for use in your organization, providing opportunities for improvement.
There are common key performance indicators, KPIs, which all field service organizations should monitor, to determine how the organization is operating, and ensure it continues to operate at desired levels. Common KPIs include:
- First time fix rates
- Jobs scheduled per day
- Jobs completed per day
- Mean time to repair or cycle time
- Travel time
- Mean time between failures
- Truck rolls per job
- Parts per call
- Missed customer appointments
Baseline your KPIs before you implement the software. Continually monitor your KPIs throughout the lifecycle of the workforce management software with robust, business intelligence software, which can provide not only real time data, but data from across the operation, including mobile field techs. Use the data to continually improve your operations. Overall, invest time in your human resources and the software itself, to ensure the highest return on your investment.