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75 percent of companies offer support outside of business hours: Hiver Survey
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75% of companies offer support outside of business hours: Hiver survey
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12 Field Service Metrics You Must Measure
Metrics paves the way for investigations. For any service manager, the race to complete the investigation and resolve the issue is against the customers’ tolerance levels to a number of service resolution imperatives, mainly time and quality.
Quicker they are in completing the investigation, the higher is their chance to make the customers happy, reduce operational cost, and maximize team productivity.
The findings of the investigations are also relevant in the context to improve the existing processes and to make a strong case for the company, product, or service. Since metrics lead the investigations, it is important to use the right metrics to guide through the crucial discoveries and breakthroughs.