The Role Of Big Data In Achieving Field Service Excellence

Jul 13, 2020

The amount of data a field service organization collects and the way it uses the data plays a deciding role in how effective the organization will be. Companies that analyze and use this data to improve their operations stand a better chance of getting ahead of the competition, which translates to increased revenue and higher levels of customer satisfaction.   

According to a study by Aberdeen Group titled, Get Smart: Business Intelligence and Analytics in field service organizations,  best-in-class field service organizations that adopt big data analytics reported an increase in service profitability of 18% while their customer retention rate also climbed by 42%. Also, these companies saw a surge in their service level agreements by as much as 44% 

If these figures are anything to go by, it is clear that big data analytics can be used by field service organizations that desire to attain best-in-class status. It allows them to have a better chance of hitting their targets.   

How to use Big Data Analytics to achieve Field Service Excellence 

Field service companies that have attained best-in-class status, understand that analytics is a great tool that can be used to achieve excellence. One of the most common applications by the big players in the industry is incorporating the final analysis into their processes and techniques to improve workforce management, enhance service delivery, enforce real-time accountability, and optimize planning.   

For instance, an organization’s continued operation is linked to its customer service, which in turn determines the amount of profit it can make. In finding the correlation between customer satisfaction and profitability, Aberdeen reports that companies with customer satisfaction rates of more than 90% or more enjoyed increased service revenue up to 6.1% and overall revenue growth of 3.7%. 

Another way to use big data analytics is for workforce management.  Reputable field service organizations rely on analytics to manage their workforce more effectively and to schedule technicians more efficiently based on their workers’ availability, skill sets required for upcoming/anticipated service calls, etc.  

According to a different study by Aberdeen, the top 20% of companies that used analytics saw higher workforce utilization rates (78% for best-in-class companies compared to 64% for others). The same study showed that best-in-class field service management led to reduced travel times, optimized scheduling and more.  

Additionally, big data can be integrated into workforce management so that managers can make critical decisions that can truly enhance their operations. For instance, with analytics managers can spot a pattern of late arrivals to customer sites and know it’s time to work on scheduling.  This intelligence will provide managers with the knowledge they need to improve service quality and solve existing challenges.  


Companies can use big data to achieve field service excellence by improving customer service, which results in customer retention and customer loyalty as well as a significant decrease in operational costs.  Want these benefits for your business? Contact Us Today!


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Topics: field service management, IFS FSM, Field Service Management Providers, field service solutions, field service software, field service management software, field service scheduling tools, dispatch software