Highlighting actionable insights
Service Insights’ core mission is to provide insights to help you take your next actions. All of our KPIs, charts as well as tables aim to predict escalation, identify problems and find potential root causes. In this new version, we have been further to fulfill this purpose, by improving the dashboard user experience.
Risk Classification
Customers and Assets risk scores had been introduced to understand which customers or assets are most likely to encounter a major problem. From now on, we are classifying risk into 3 categories (high, medium and low), to let you easily identify the customers or assets that need your attention:
- Sorting the table based on classification, will surface those with high risk
- Sorting the table by change, will surface those with the largest monthly negative changes
Also included is a watchlist of customers, assets, and in particular those that need preventative maintenance. Rather than comparing scores or absolute cost increases, you already see the customers or assets you need to evaluate.
Parts usage history now available in the Customers and Assets pages
Parts replacement represents one major component in the assets lifecycle, as it enlightens its health analysis and explains the Total Cost of Ownership growth.
Because of this, we have added the Parts usage history on the Customers and Assets pages, highlighting the parts that have been changed multiple times on the same asset. Alongside the cost, it provides you with actionable insights about the assets by emphasizing the most repaired assets.
Supporting thorough and continuous research
One-click filtering by assets and customers
We got you covered on the first step of spotting the right customer or asset to look at. Now you have to start deep diving to better understand the root cause. Clicking on each line of the Customers’ or Assets’ Risk Score tables, as well as the Assets requiring preventative maintenance, will filter the page by this value.
You don’t need to copy/paste values or look for them in the filters search box. You are one-click away from your analysis.
Facilitating the research process
Looking for the root cause as well as identifying the impact of events on KPIs change is far from being easy. Then, a precise knowledge of the data and the fields is mandatory to avoid false correlations.
Let’s take an example: Part Trend on the Parts page
If we are trying to analyze the part CPS trend over time, we quickly realize that there can be multiple reasons for this KPI to change over time: part cost change, discounts or even warranty cover. Then, no action can be taken following the finding.
As a result, following this logic, we have introduced changes in the filtering options of the Part Trend and Parts to review widgets to help you better focus on the relevant insights. The following filters are not available anymore on the Parts page:
- Part trends / Filter by CPS, FTF and MTBF
- Parts to review / Filter by Highest Cost and Lowest FTF
Comparing agents
When it deals to set goals and expectations for your workforce, agents comparison appears as a means to understand progression, weaknesses or strengths. Also, comparing one KPI at a time does not reflect the full complexity of the field.
For that reason, we have added a comparison tool enabling you to juxtapose 2 agents’ performance, with the average and the best in class:
- Number of events
- Workforce Performance Index (WPI)
- First Time Fix rate (FTF)
- Cost per Success (CPS)
- Mean Time To Resolution (MTTR)
Number of Field Service Events per Asset
Keeping track of customers’ health is one of the most challenging aspects of preventing escalation and we have traditionally tracked MTBF and/or MTBE trends to accomplish this goal.
This release introduces a new measure: Field Service Events per Asset over the past 12 months. For any given month, it will be possible to track the average number of service visits per asset.
Customer risk analysis can benefit from this new measure, which shows how often field technicians have been sent to service assets of a particular account.
Want to learn more?
Watch our webinar, dedicated to this new version!
Any feedback on our new releases?
Please feel free to reach out to us and we’ll set up a Q&A session along with your Customer Success Manager.