Workforce management software solutions are a sizable investment. It requires much effort to select, deploy and maintain workforce management software so that key performance indicators and return on investment.

To achieve the highest return on investment and meet key performance indicators, each field service organization must drive adoption of the workforce and maintenance scheduling software with managers, field resources, dispatch and call center personnel.

  1. Involve key stakeholders from the selection process through ongoing, daily utilization of the workforce management software.  Buy in and support from the top throughout the organization encourages adoption and proper management of the workforce management software, raising the potential ROI.
  2. Once workforce management software solution is deployed, maintain it and the associated processes. It won’t change and adapt to your changing service environment all by itself.
  3. Offer continual training on the workforce management software to combat knowledge loss.  Personnel who don’t know how to use the software won’t use it. They’ll fall back to manual processes and create hidden factories to get their jobs done. That extra effort will impact your ROI.
  4. Develop policies that dictate employee interactions and utilization of the software that discourage manually circumventing the software.
  5. Perform regular health checks & system upgrades.  Pay attention to new functionality especially in a SaaS environment where new features from other industries might be adapted for use in your organization, providing opportunities for improvement.
  6. Track and measure KPIs. Use them to continuously improve your process.

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:

  1. First time fix rates
  2. Jobs scheduled per day
  3. Jobs completed per day
  4. Mean time to repair or cycle time
  5. Travel time
  6. Mean time between failures
  7. Truck rolls per job
  8. Parts per call
  9. Missed customer appointments