As the leading Oracle Field Service Cloud implementation partner in the Asia Pacific region, IVO is always looking for ways to improve the customer experience and reduce inefficiencies. In this multi-part series, we will look at how organisations can get the most out of their investment in Oracle Field Service Cloud.
Now that routing objectives are defined, the next element in targeting 98% accuracy for work assignment is:
Current Baseline Measures
Having defined your routing business objectives, collecting the data metrics to understand current performance is key. These metrics include:
- Travel time
- Work time
- Idle time
- Number of technicians without at least one job assigned
- Number of activities which are old or current SLA end not routed
- Number of "not done" activities not routed
Creating a definitive list and the relevant sources for these and and any other data metrics will allow the baseline to be clear for effective post-routing optimisation reviews.
Finding the data to support the metrics can also be a challenge, there are a number of data sets that clients would like and are unable to access easily. IVO can help find and mine this information as there is a significant amount of data natively available through extracts and API’s.
Next in our series, we will cover importance of data inputs and their quality.
Need help in defining your baseline or gathering the data metrics required? If so, contact IVO now to schedule a FREE INITIAL HEALTH CHECK on your routing engine.