In the drive towards Industry 4.0 in your field service organisation, dynamic maintenance KPIs and business intelligence are a source of competitive advantage.

Every level of your field service organisation needs access to key maintenance KPIs to drive efficiency and reach operational excellence. Critical data points such as repair time, first-time fix rate, and cost per job provide valuable insights into performance and resource allocation.

By collecting and analysing this data digitally through intuitive dashboards, organisations can make more informed decisions that enhance service quality, reduce operational costs, and improve customer satisfaction.

Implementing field service software streamlines this process, ensuring that teams at every level have real-time access to the insights needed to optimise workflows and support long-term business strategy.

Doing more with your data

With the data being collected in different forms and from various sources, it can be challenging to make sense of it.

Perhaps the reason is that 52% of organisations still use manual field service methods, despite the many advantages of field service software such as automatic updates of records and instant access to technician schedules.

maintenance kpi improvement with dynamics

Maintenance KPIs are, to a certain extent, specific to your organisation’s requirements. However, there are 3 maintenance KPIs that feature consistently in most service organisations’ dashboards.

First-time fix rate

The first-time fix rate (FTF) is the percentage rate at which service issues are resolved during the first visit. This underpins your organisation’s profitability and customer satisfaction levels. With only 77% of customer issues being resolved during the first visit, an effective work order management system is critical to the competitiveness of your organisation.

Field service software provides a streamlined and automated way to manage your field service operations, from work order creation to job execution and debriefing.

Your dispatchers schedule work orders via their dashboard, which your technicians view in real-time from their smartphones or mobile devices, while also providing real-time updates through the software interface.

Mean Time To Service

The next key maintenance KPI to focus upon is Mean Time To Service (MTTS) is the average time it takes between receiving a call and a technician arriving at the service location. Again, this underpins customer satisfaction levels as well as your organisation’s productivity.

To increase productivity, your dispatchers need an efficient scheduling solution. Field service software provides route optimising capabilities, which helps them dispatch the best technician to the job quickly.

Mean Time To Repair

Mean Time to Repair (MTTR) is the average time taken to carry out repairs. Your technicians need real-time access to service information - and ideally visual guides - so that they can complete their jobs quickly.

Field service software provides your technicians with mobility solutions, which give them access to your back office and service teams as needed. Communication solutions ensure the right people are part of the conversation via voice, video or messaging.

Managing Maintenance KPIs With Field Service Software

Field service maintenance KPIs underpin your organisation’s competitiveness by providing measurable insights into performance, efficiency, and service quality. Although they are primarily used as a management tool, their ultimate purpose is to ensure your organisation meets its goals and delivers on customer expectations.

By tracking key metrics such as response time, job completion rates, and technician productivity, managers can identify areas for improvement, incentivise their teams, and set ambitious yet achievable targets. With real-time data at their fingertips, they can make strategic decisions that enhance service delivery and operational efficiency.

Given these benefits, deploying field management software is a smart investment that streamlines processes, reduces costs, and strengthens your competitive advantage.

For more information about Microsoft Dynamics 365 Field Service see our implementation page:

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