BIG DATA
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CONVERTING DATA INTO ACTIONABLE INTELLIGENCE Field service automation, machine-to-machine (M2M) and Internet of Things (IoT) solutions are providing more data than ever before on technician efficiency, first-time fix rates, response times, parts usage and billing. But data alone isn’t enough to act upon.
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W
hat’s needed is insight
before that can be used to better manage
gained from big data
your operations.
and analytics tools that convert this glut of data
The sheer volume of that data, though, can
into actionable, real-time
be one of the primary obstacles to using it
intelligence that can then
effectively. Many organisations have become
be used to make faster, more informed deci-
‘data rich, information poor’ (DRIP) because
sions to drive service excellence.
they lack the tools that can turn those terabytes of information into actionable
The objectives are obvious: to utilise analyt-
business intelligence for the service team.
ics to optimise customer satisfaction and service profitability.
That’s where analytics tools play a major role. In Astea’s latest white paper, ‘Tapping
Field service leaders are inundated with data.
the Power of Service Analytics’, we provide
From location and telematics information
best practice recommendations for service
generated by fleet management systems, to
organisations that want to better leverage
productivity and parts ordering statistics
analytics solutions to take that raw data and
from the work order management sys-
use it to optimise resources, improve route
tems, and now real-time equipment status
and technician efficiency, and create predic-
data from M2M and IoT solutions, there
tive capabilities that can help companies
is more information available than ever
anticipate future customer needs.
FSB OCTOBER 2015
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