Your gut might be bigger but itâs certainly not better, Service Geeniâs Gary Jones explains why
Your gut may have got bigger during the pandemic, but chances are it's not working as well for you when it comes to service levels at work, Service Geeniâs Gary Jones explains whyâŠ
The vast majority of service managers donât trust the data in their existing systems and theyâre right not to as many out of the box systems donât measure enough factors to give meaningful reports. Data shows 56% of CEOâs have concerns regarding the integrity of their data. So, when it comes to making key decisions, they often rely on their gut over their Management Information (MI).
But the pandemic has been a catalyst to switch to remote working, so managers donât have good insight anymore to make decisions based on their gut. This is only going to increase and service providers need to consider the cost of getting this wrong.
Better tech does exist so itâs up to service managers to decide where theyâre going to get good data for decision making. Itâs one thing relying on your insight and experience when youâre close to operations and you generally make good decisions. What happens when you donât have a good feel for whatâs really going on with engineers and customers, will the board of directors simply accept that youâre effectively guessing because you donât trust the data, or will you be left carrying the can?
Remote working has changed operations irrevocably and systems and management information need to keep up with these changes and provide accurate data that managers can rely on.
Service Management systems in particular need to be transparent. To really understand if your business is making an ROI, the software solution should show if a customer is sinking your profits, if youâre not meeting SLAâs and which customers are integral to making your profit. When you combine this meaningful data with the experience and knowledge of good service managers, you can make better decisions faster because youâre confident in the data and your gut, but if you donât trust either, youâre slowly damaging your business.
Itâs been proven that only 25% of an engineerâs time is âon the jobâ, so simply applying a flat rate and not accounting for things like wasted visits doesnât make sense. The truth is if your system doesnât capture the data, you need, or it isnât accurate thatâs where the efforts need to be focused; to implement a system that you can trust. Reliance on data is bigger than ever and service businesses need accurate, real-time information to achieve service excellence.
Youâve only got one option here to survive; you have to adapt your business to the new norm.
There really is no decision, because if you donât act now, youâll inevitably be blamed for poor decision making and/or not flagging that the system isnât providing the data needed.
So, whilst you work on reducing the size of your gut for the benefit of your health, itâs important to recognise itâs good for your business too.
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