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Cloud-based ERP system designed for field service operations

Cloud-based ERP system designed for field service operations

Over the past 12 months, COVID-19 has created uncertainty in the business community, some businesses have been severely impacted while others have continued to grow. The economy has been seen Its first major downturn in over 30 years.

How does a business owner navigate the unique challenges created by the economic conditions we now face? How can small businesses increase their efficiency while streamlining costs?

We have good news! Despite the current economic environment, there are real opportunities to increase productivity and profits.

Cloud-based enterprise resource planning (ERP) systems are already transforming businesses around the world. By providing complete single-platform solutions that can adapt to a variety of industry needs, organisations are achieving goals that were once unattainable.

What you’ll discover as you keep reading is that a unique cloud-based ERP system has been developed specifically for field service management.

But first, let’s look at the difference between ERP systems.

What’s the difference between on-premises ERP and cloud-based ERP?

An on-premises ERP system is installed locally on the company’s computers and servers – or those of their service provider. It is managed by the company and stored and maintained in-house.

Extra costs for an on-premises ERP system may include additional software that’s required for security, antivirus, backup, storage and customisations.

Whitepaper field service metrics

Free whitepaper: Essential field service metrics to improve performance

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A cloud-based ERP system, on the other hand, is hosted off-site. It’s on the ERP vendor’s servers and provided as a service that is accessed through a web browser. The vendor is responsible for everything including the operating system and servers, data centre infrastructure, data storage, and security and feature updates.

As all systems, software and data are online in a cloud-based ERP system, the only thing you need to access any part of your organisation is a browser and a password. You can do this via any browser-enabled device at any time.

What are the benefits of a cloud-based ERP system?

Can you imagine drawing all your business information from one source – even if some employees work remotely or are interstate? You’re looking at a 360-degree view of your organisation instead of silos of information that need to be collected, analysed and consolidated. There’s no longer any need to jump between different software packages that don’t communicate with each other.

But it doesn’t end there. You can also draw on real-time reports about your company’s’ health, its best practices and most popular services. You can identify trends and areas where there’s room for improvement.

You can even automate functions to provide your sales team with real-time visibility into inventory, sales and orders.

Your employees can access relevant information from wherever they’re working. You can issue contracts and invoices in record time, connect teams, share knowledge and provide better project management.

Cloud ERP systems provide these innovations, and their transformative features help to make businesses more competitive and robust.

The list of cloud ERP packages is extensive, along with the capacity to expand and extend processes and functions as your business grows.

Ultimate NetSuite Buyers Guide

Find in this guide all the modules and technologies integrated into NetSuite, the cloud-based ERP that can support your business adaptability strategies.

You might be wondering whether you can customise a cloud ERP package to suite your individual business? The answer is yes. If you adopt new business models, your cloud ERP system will embrace them too. And with every cloud ERP upgrade, your configurations and customisation will migrate as well.

Build a strong field services organisation with a cloud ERP system

Building a strong field services organisation is a keystone goal, and a gold standard cloud ERP system can play a major role towards that end.

It doesn’t take a global pandemic to challenge the stability of an organisation. Factors such as political unrest, adverse weather events and stock market volatility can also affect field service organisations.

If you don’t have functional procedures based on real-time data, your business in Ipswich will suffer unduly when floods wreak havoc in Queensland. If your solar panel manufacturing unit in the Philippines has diminished output due to a shortage of silicon, and you don’t have access to comprehensive data about your factory protocols, you’re already struggling to predict the financial cost of the shortage.

NextService - scheduling tasks

Your current field services management software could cost you both reputational damage and profit. On-premises ERP systems can experience these types of issues because their software and processes haven’t been updated, multiple versions have been installed or its processes have become siloed.

By contrast, a cloud ERP system with its integrated database can draw on reports that provide visibility of weak spots in your organisational processes before an adverse event occurs. This allows you to make decisions based on the most up-to-date information available.

A single solution: a field services solution built on the NetSuite platform

The big news is that we are NetSuite partners.

Klugo partnered with NextTechnik and the world’s leading cloud ERP, NetSuite, to offer cutting-edge complete end to end solutions for business that have field service teams. This collaboration enables field service operators to manage their businesses with first-class expertise.

You can schedule installation, repair and preventative maintenance using drop and drag functionality. As a field service operator, you can consume and manage inventory from anywhere, and automate invoicing, service report generation or job sign-off. Along with this, you can utilise the NextService Google maps integration, which displays all scheduled tasks as well as the technician’s current location.

You can record key asset, job and compliance data from a mobile user interface, and you can report and configure key performance indicators and alerts in real time.

NextService can adjust currency and exchange rates at a local level, as well as taxation and legal compliance differences. It can even generate your BAS Statement automatically.

Any changes made in NetSuite are immediately visible in NextService, and this powerful unified platform allows the field services operator to make informed decisions in real time.

The powerful functionality of the NetSuite field service solution eliminates time-wasting, redundant tasks and enables you to make real-time decisions that grow your business.

Free ROI Calculator

Case study: NetSuite and NextService – a single source of truth

To understand how NetSuite and NextService work together to deliver unparalleled field service management, let’s step into the shoes of a customer.

You’re looking for solar panels for your house. So, you speak with a salesperson and negotiate the sale. The salesperson generates a quote, which is broken down into different components – solar panels, delivery and installation. This part of the sales process is conducted in NetSuite.

Once you accept the quote and the sale is made, NetSuite creates a sales order.

Next you schedule an installation date with the salesperson. The vendor’s scheduler then schedules a job in NextService for a qualified technician.

The technician sees the job they’ve been assigned in their NextService mobile app. They check the history and any other information that’s relevant, then travel onsite and install the solar panels. They may record a serial number, take a photo of the completed job, and complete one or more checklists, all on their NextService mobile app.

When you, as the customer, sign off on the job, the vendor’s billing office is automatically notified, and the system will initiate an invoice that’s sent to you. Or, alternatively, when you sign off the job (depending on what tasks have been built into the installation process) it might trigger an additional workflow within NetSuite requiring maintenance tasks to be scheduled as part of a product warranty. This is then conveyed to the technician via their NextService mobile app.

*The technician in the field only has access to all the tools and information they need to complete the job. In NextService, there are no application programming interfaces or file transfer protocols, all the data entered is captured in NetSuite.

If you’d like to learn more about NetSuite solutions or the value NextService can bring to your business, contact us today.

We’re here to help your field service operation cut costs and grow.

Need a specialist’s free advice?

Feel free to call an expert in Field Service Enterprise Resource Planning Systems today. Find out how cloud-based technology can support and quickly adapt to your strategies in field service.

How Cloud Technology Supports a Decentralised Workforce and Increases Operational Efficiency.

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Our customers tell us how they have been leveraging the power of NetSuite to pivot quickly and get back to business. Read their stories.

Benefits of ERP: When is the right time to move to Cloud ERP?

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How the On-Premise ERP Model killed itself slowly.

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ERP software: why security and surveillance businesses need to know about it

ERP software: why security and surveillance businesses need to know about it

Technology has changed how we work, how we learn, how we’re healed and how we entertain ourselves. All at breakneck speed.

This technology revolution hasn’t spared the security and surveillance industry. Innovations such as UHD (ultra-high definition), multi-dimensional perception, cloud technology, thermal imaging, combined radar/camera integrated surveillance technology, audio sensors and artificial intelligence have generated radical changes in how we ensure the safety and security of the things we hold dear.

But along with greater capability comes greater complexity. This has generated a demand for integrated field service software systems that handle maintenance, invoicing, HR and inventory management in an efficient and cost-effective manner.

Why is an effective ERP system with field service capabilities an essential tool for security companies?

ERP (enterprise resource planning) systems are software packages designed to integrate key components in business operations. They typically include product management, financial management and customer relationship management (CRM).

The addition of field service management capabilities provides security companies with the necessary tools to enable the efficient scheduling of technician and contractor assignments for surveillance system repairs or installation.

An ERP that includes field service management software also enables security guard management and tracking, including the ability to create efficient shift rosters that maximise productivity while minimising waste.

In addition, inventory management tools help security companies automate the need to catalogue, store, distribute and re-order the multitude of parts and equipment required by sophisticated security technology.

Whitepaper field service metrics

Free whitepaper: Essential field service metrics to improve performance

Read more

Administrative functions such as invoicing are processed by ERP software in a seamless cost-effective manner. Timely billing contributes to a positive customer experience, and the right field service management capabilities empower field technicians to submit required information, including before and after photos and customer signatures, fully and promptly with no duplicate data entry required.

These systems are also on the cusp of innovations that will propel software for security companies to a new realm of efficiency and effectiveness. Systems integration through the ‘internet of things’ (IOT), machine learning, predictive data analysis through algorithmic artificial intelligence and cybersecurity will radically reshape the capabilities of the security industry.

NextService - scheduling tasks

As Australia’s leading Oracle NetSuite solution provider, Klugo has partnered with Next Technik to provide NextService, a cutting-edge field management software system built on the NetSuite ERP cloud platform.

Ultimate NetSuite Buyers Guide

Find in this guide all the modules and technologies integrated into NetSuite, the cloud-based ERP that can support your business adaptability strategies.

NextService integrates seamlessly with Netsuite and addresses the most challenging aspects of field service work within the security industry. It provides complete field mobility, including scheduling, dispatching, asset and inventory management, invoicing and much more on a single integrated cloud-based platform.

As these revolutionary technologies reshape security industry management software, the NetSuite + NextService ERP package will keep your company ahead of the curve – and ahead of the competition.

Contact us to discuss how we can help your company utilise these cutting-edge technologies and deliver world-class service to your customers.

We offer a number of resources to help companies navigate this process. Consider what Klugo can do for security and surveillance businesses ready to reach the next level.

Free ROI Calculator

Need a specialist’s free advice?

Feel free to call an expert in Field Service Enterprise Resource Planning Systems today. Find out how cloud-based technology can support and quickly adapt to your strategies in field service.

How Cloud Technology Supports a Decentralised Workforce and Increases Operational Efficiency.

Technology decentralising the workforce has been gaining momentum in the past decade, and even more so recently, efficiently enabling remote workers.

Business Norms vs Business Necessity. The Four Key “Why’s” Industries Are Now Revisiting.

Our customers tell us how they have been leveraging the power of NetSuite to pivot quickly and get back to business. Read their stories.

Benefits of ERP: When is the right time to move to Cloud ERP?

Choosing which software systems your company should invest in can be challenging. For many businesses knowing when to move to an ERP system can mean the difference between growing their businesses or getting throttled by software that no longer supports your team and...

How the On-Premise ERP Model killed itself slowly.

Brief Recent History of Cloud ERP. Over the past 15 years, most "On-Premise" software vendors have clamoured to come to market with a cloud offering to satisfy the needs of increasingly savvy CFO’s. Interestingly, we now find ourselves in a critical junction where the...

How the Right Software Implementation Strategy Supports Success in Growing Businesses.

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Solar Businesses: Improve Productivity with Digital Transformation

Solar Businesses: Improve Productivity with Digital Transformation

Why aren’t solar energy businesses as productive in the field as they could be? Issues come in many forms, but they all have the same origin: lack of information.

When techs venture into the field, they need the complete job requirements, the correct parts and tools, and information about the client and job site.

Likewise, the office needs real-time access to information about the progress of their work for both administrative and compliance purposes. In practice, renewable energy field service involves a constellation of fast-moving information – and if it slows down or breaks down at any point, productivity does too. 

Before, communication, coordination, and compliance problems felt like inevitable features of field service. Especially since solar energy companies often rely on third-party service providers who operate outside their own sphere of operations.

Not any longer. Digital transformation empowers a solar energy business to use information to its advantage so that the situation in the field, in the office, and at every point in between is clear to all and as productive as possible. 

The What and Why of Digital Transformation

NextService - scheduling tasks

Scheduling tasks with NextService

Digital transformation is an emerging approach to running a business (solar or otherwise) that advocates for digitising and integrating core aspects of operations. Rather than utilising a series of discreet tech tools, organisations that undergo digital transformation have a seamless collection of digital tools and data that starts at the centre and extends outwards in 360 degrees.

ERP serves as the centre. It collects data from all sources and stakeholders in one place and surrounds it with tools for analysing and organising that information. Often called a “single source of truth,” ERP makes accessible as much data as possible so that every question has an efficient answer.

Starting digital transformation means putting an industry-leading ERP like NetSuite in place. Completing it involves supplementing the native capabilities of ERP with solar software specialised for field service.

NextService offers those capabilities within the NetSuite platform – no integration required. NextService comprehensively addresses the requirements of renewable energy field service: scheduling, inventory controls, compliance reporting, budgeting etc. As a total solution, NetSuite and NextService transform field service into a digital asset driven by real-time data, efficiency and insight rather than a manual process running on paperwork.

Productivity improves, but so does utilisation, customer engagement, administrative efficiency, inventory visibility, and billing/EOM processes. The term transformation describes it quite well.

The Future of Field Service

Digital transformation creates a bi-directional information pipeline that travels between any technician anywhere in the field and the home office to eliminate information deficits at both ends.

Techs can turn their smartphone into a powerful tool for planning and performing field service. Mobile devices link them into the ERP and the field service software so that time, distance, and location don’t inhibit their access to information. Techs can use the data and tools at their disposal to precisely prepare for a job and efficiently carry out the work after arriving on site.

They can also draw on those resources, through their phones, to resolve confusion or friction that arises at any point during field service – leading to better job performance and higher satisfaction among customers and techs alike.

work order management - field service

Back in the office, solar management software gives administrators real-time visibility into jobs in progress so they can provide guidance/support as necessary. They can also automatically capture metrics about job performance – utilisation, profitability, material wastage, customer satisfaction – to start deploying resources more effectively.

Along with metrics, administrators can request pictures of important milestones being reached so they can see work being done and evaluate technicians (especially third parties) based on something besides numbers.

Real-time insight into each job also makes it easier to determine when contractors may need to be utilised and when resources need to be redirected to jobs that require urgent atttention.

Compliance also improves since data from every job flows directly from the field onto a centralised platform where the relevant details get automatically extracted.

The future of field service isn’t just more productive; it’s also more efficient, cost-effective, scalable, and flexible. That all leads to greater profitability in a competitive industry, especially for the solar energy businesses that prioritise digital transformation early, complete the process sooner, and establish themselves as elite service providers.

Ultimate NetSuite Buyers Guide

Find in this guide all the modules and technologies integrated into NetSuite, the cloud-based ERP that can support your business adaptability strategies.

Take a Leap Towards Digital Transformation

Klugo makes digital transformation accessible for a solar energy business by offering the key components: ERP and solar project management software along with an experienced team to help users implement and optimise those tools.

We offer a number of resources to help companies navigate this process. Explore the value of ERP with this ROI calculator, and consider Oracle financing options. Learn more about the technical requirements of ERP with this planner. Finally, consider what Klugo can do for solar energy businesses ready to reach the next level.

Free ROI Calculator

Need a specialist’s free advice?

Feel free to call an expert in Field Service Enterprise Resource Planning Systems today. Find out how cloud-based technology can support and quickly adapt to your strategies in field service.

How Cloud Technology Supports a Decentralised Workforce and Increases Operational Efficiency.

Technology decentralising the workforce has been gaining momentum in the past decade, and even more so recently, efficiently enabling remote workers.

Business Norms vs Business Necessity. The Four Key “Why’s” Industries Are Now Revisiting.

Our customers tell us how they have been leveraging the power of NetSuite to pivot quickly and get back to business. Read their stories.

Benefits of ERP: When is the right time to move to Cloud ERP?

Choosing which software systems your company should invest in can be challenging. For many businesses knowing when to move to an ERP system can mean the difference between growing their businesses or getting throttled by software that no longer supports your team and...

How the On-Premise ERP Model killed itself slowly.

Brief Recent History of Cloud ERP. Over the past 15 years, most "On-Premise" software vendors have clamoured to come to market with a cloud offering to satisfy the needs of increasingly savvy CFO’s. Interestingly, we now find ourselves in a critical junction where the...

How the Right Software Implementation Strategy Supports Success in Growing Businesses.

The words “IT strategy” are usually enough to make most Business owners roll their eyes. However Smart business owners understand but when it comes to designing an IT strategy the decisions that are made early on in the businesses life-cycle have a far-reaching impact...

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NetSuite is well-known for enabling businesses’ sales team with unique visibility into every aspect of the customer relationship, from support cases to bills, contracts and inventory. With powerful and customisable real-time dashboards, sales managers and reps using...

Technological Innovations in the HVAC Industry

Technological Innovations in the HVAC Industry

Like everything else, the HVAC industry has become more tech-driven in the 21st century. That applies to the way heating, ventilation, and air conditioning systems function, as well as how businesses that install and service that equipment run their operations. Few aspects of HVAC haven’t been transformed by technology…for the better.

Businesses that embrace and incorporate these technologies sooner put themselves at a distinct competitive advantage. They look more compelling to customers seeking the best in HVAC; they increase revenues and profit margins by selling more advanced equipment and the service that goes with it; they cut costs by fine-tuning how they utilise resources like inventory and field techs. Today’s innovations promise to push every important metric in the HVAC industry in a positive direction. 

Which innovations in particular? These technologies are having a broad, deep, and lasting impact on the industry right now: 

Software-Enabled HVAC

Software that collects and analyses data on HVAC systems provides techs with valuable insights into usage patterns, performance trends, and system status.

These insights help tech optimise performance and streamline maintenance and repairs because they have visibility into the HVAC system as a whole, as well as the constituent parts. The most advanced systems utilise automation to achieve the highest levels of efficiency and performance.

Environmentally-Friendly HVAC

Demand for “green” solutions has led some HVAC businesses to begin installing solar panels and wind turbines. Many others are updating older equipment with energy-efficient alternatives that heat and cool in the same way but with a much smaller carbon footprint.

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The market for energy efficient HVAC is projected to grow 11% annually

Technology is also making geothermal viable on a much larger scale. The market for energy-efficient HVAC is projected to grow 11% annually between 2018 and 2022. Companies set up to install and service these tech-driven HVAC systems will stand out in the market.

Predictive Maintenance

Instead of performing proactive maintenance on schedule and reactive repairs as needed, technology enables predictive maintenance: when HVAC techs respond to an issue before it causes problems. Sensors embedded in HVAC systems can provide this advanced warning, along with a diagnosis of the issue.

Performing predictive maintenance reduces the long-term cost of HVAC for users and increases the value of businesses equipped to provide this service.

Ultimate NetSuite Buyers Guide

Find in this guide all the modules and technologies integrated into NetSuite, the cloud-based ERP that can support your business adaptability strategies.

Enterprise Resource Planning

 

Running an HVAC business through an enterprise resource planning (ERP) platform like Netsuite gives it a centralised portal for all the data it has and every workflow it performs across departments: sales, customer service, technical support, invoicing, routing, and many more. One thing missing from Netsuite and other ERP options is robust HVAC field service software – an important tool for any businesses in this industry. NextService fills that gap.

Next Service - scheduling tasks

Our HVAC management software integrates seamlessly with Netsuite and addresses the most challenging aspects of making field service work for all involved. It handles scheduling, dispatching, planning in the field, inventory management, and more, all through a purpose-built tool that links into the ERP.

All of the technologies on this list deserve a deeper dive because they will come to define what HVAC looks like in coming years. But the final entry merits extra consideration. ERP systems supplemented with HVAC service and dispatch software provide the infrastructure necessary to make new products and advanced service offerings work from a business perspective.

With new technology comes new complexity and new expectations. HVAC companies will need to operate at a higher standard than anyone did in the past and fire on all cylinders. ERP that handles everything, including field service management, makes that possible by providing 360-degree visibility, top-down controls, and data-driven insights into every decision that matters.

What do those tools look like in the hands of the user? How could they improve your own efforts around field service, growth, and adaptation? Get clear answers from a team that understands the HVAC industry, past and future. Contact Klugo for a consultation or demo.

Free ROI Calculator

Need a specialist’s free advice?

Feel free to call an expert in Field Service Enterprise Resource Planning Systems today. Find out how cloud-based technology can support and quickly adapt to your strategies in field service.

How Cloud Technology Supports a Decentralised Workforce and Increases Operational Efficiency.

Technology decentralising the workforce has been gaining momentum in the past decade, and even more so recently, efficiently enabling remote workers.

Business Norms vs Business Necessity. The Four Key “Why’s” Industries Are Now Revisiting.

Our customers tell us how they have been leveraging the power of NetSuite to pivot quickly and get back to business. Read their stories.

Benefits of ERP: When is the right time to move to Cloud ERP?

Choosing which software systems your company should invest in can be challenging. For many businesses knowing when to move to an ERP system can mean the difference between growing their businesses or getting throttled by software that no longer supports your team and...

How the On-Premise ERP Model killed itself slowly.

Brief Recent History of Cloud ERP. Over the past 15 years, most "On-Premise" software vendors have clamoured to come to market with a cloud offering to satisfy the needs of increasingly savvy CFO’s. Interestingly, we now find ourselves in a critical junction where the...

How the Right Software Implementation Strategy Supports Success in Growing Businesses.

The words “IT strategy” are usually enough to make most Business owners roll their eyes. However Smart business owners understand but when it comes to designing an IT strategy the decisions that are made early on in the businesses life-cycle have a far-reaching impact...

Top 5 SuiteSolutions to Improve Sales Management in NetSuite

NetSuite is well-known for enabling businesses’ sales team with unique visibility into every aspect of the customer relationship, from support cases to bills, contracts and inventory. With powerful and customisable real-time dashboards, sales managers and reps using...

Are Toxic KPIs Damaging Your Team’s Performance?

Are Toxic KPIs Damaging Your Team’s Performance?

Implementing effective key performance indicators is important to any business that focuses on achieving goals. Using KPIs the wrong way can become toxic and may poison a team’s performance. 

KPIs are at the top of my list when running a business, because they allow me to assess performance and determine focus. Well-designed KPIs allow us to recognise excellence, celebrate sucess and build a winning culture. This improves morale and team engagement.

Customers notice happy engaged employees. Engaged teams react faster to customer needs, provide a pleasant experience and, most importantly, happy employees create happy customers.

Good KPIs are dynamic and change over time in reaction to changing conditions. Too many KPIs dilute focus, while not enough leaves blind spots. To make KPIs meaningful, we also need goals.

KPIs are Lagging Measures, Not Target Thresholds

Unfortunately, many field service organisations fail to understand that a KPI is a lagging measure. A KPI lets us investigate the past. We establish thresholds on KPIs to narrow our focus, or to see if an initiative is impacting our measures.  

Setting the threshold as a target, as many field service organisations do, can be dangerous for team moral and customer service.  

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First time-fix rates exceed 90%

For example, we expected our first time-fix rates to be greater than 90%, but we consistently measured them to be 80%. After investigation, we found that one of our suppliers regularly sent the wrong parts or shipped late to site. We had two choices, change supplier or reduce the threshold to 80% and accept this as the normalised practice. 

Guess what we did? Suffice it to say our first timefix rates now exceed 90%, and we have a new supplier. 

It is valid to say that 90% was our target for first timefixed ratesThis allowed us to determine if there were issues worth investigating. The question becomes, what happens to the team if the target is set to 100% for each individual technician and a bonus incentive is offered?  Would this have changed the team’s behaviour in negative way? Would the service team start avoiding jobs or start gaming the type of jobs they are booked on? Would they try to hide reasons for re-visits or record false reasons? To illustrate the point, lets focus on utilisation a common KPI used in service businesses. Implementing this KPI did not go so well. 

Keep Focus on the Customer

Customer Hand Shake

We began by modelling how the utilisation would be calculated, based on the usual arguments about billable versus non-billable travel time, full day jobs versus multiple jobs per day, repair versus maintenance, you get the idea. On refection, the whole conversation was internal, about us, about how the calculation can be gamed. We did not focus on the customer at all.

And that’s when the arguments started. Ok, arguments are too harsh a word, it was more like continuous ongoing disputes within the team. Claims of why the target could not be achieved, questions about why some technicians kept getting the full day jobs, accusations of job padding and overcharging customers to buffer individual results.

The whole focus of the team became time. Service managers started booking appointments back-to-back, with little down time. Technicians slowed down their onsite visits rather than finishing early. Over-booked technicians rushed the work and paid no attention to customer service. Everybody became over worked and stressed, and our customers noticed.

We had one customer comment on how our technicians didn’t even have the courtesy to say goodbye, they just rushed out the door.

We poisoned (or incorrectly incentivised) a team that previously valued customer service by providing bonus incentives to achieve a utilisation target. We didn’t understand the impact this decision would have on the team and on customer service.

By focusing on utilisation as a target measure at the individual level, we decreased productivity, negatively impacted customers, and reduced customer engagement.

Incorrectly using a lag measure as a target can poison team performance, which impacts customer happiness.

Ultimate NetSuite Buyers Guide

Find in this guide all the modules and technologies integrated into NetSuite, the cloud-based ERP that can support your business adaptability strategies.

The Right KPIs Guide Continuous Improvement

Fortunately, we caught this quickly and reverted to customer engagement metrics. We now reward individuals who receive positive customer feedback. We still report team utilisation in the management meetings, as it provides a useful insight into overall team effectiveness. If its below expectations, we focus on what improvements can be implemented, or accept it as transitory if it is the result of external factors.

Using KPIs as lag measures rather than target thresholds guides continuous improvement. It shows us where we can improve, or if there has been an unexpected change in business conditions.

Receiving this information real time from the field allows us to react faster to customer needs and enables the field service teams to be more responsive and effective.

KPIs are powerful tools if they are used as indicators to measure progress towards a goal. However, if the KPIs become the goal then they can turn into toxic measures that will inhibit team performance and employee engagement.

Getting your KPI reporting right leads to highly engaged teams who are motivated, provide positive customer experiences, care about customers and outcomes, care about your company, have high rates of retention, create repeat business, enable upsells and achieve high levels of utilisation because they know it’s important to the team’s success, the company’s success, the customer’s success, and their own individual success.

Field Service management solution NextService + NetSuite allow users to define and create dashboards with KPIs that are real-time from the field. Understanding what a KPI tells you about your business is critical to being a customer-focused responsive organisation.

Realtime insights from the field provided by NextService + NetSuite allow Field Service Management and Providers (FSM/FSP) to accurately manage scheduling, inventory, and resources levels, while exceeding customer service level expectations.

Next Service - scheduling tasks

Improve decision making by utilising the business intelligence features of the world’s leading cloud ERP business platform, Oracle NetSuite combined with NextService for FSM / FSP organisations.

Another Smart Business Decision – Calculating How Much Your Field Services Business Can Save in 2021

Our customers have saved hundreds of thousands of dollars in time and resources after implementing NetSuite + NextService.

  • Checkpoint Systems saved $200,000 per year in fixed overheads and reduced paper usage by 100%
  • SprintQuip saved 30 minutes per day for each of their 70 technicians
  • HeadLand Machinery reduced lost stock and tools by 98%

Use our free ROI calculator to find out how much your business can save.

Free ROI Calculator

Annaliese Kloe

Klugo Group Founder, Director

Next Technik Founder, CEO

Headland Machinery, Chair

 

Annaliese Kloe has 16 years of experience leading Headland Machinery. Headland provides machinery, technology, automation and advisory services for Australian manufacturers. As Australia’s leading machine technology advisor, Headland Machinery sells, services, and provides parts for a range of leading international manufacturing equipment brands.

In 2011, Annaliese championed the NetSuite ERP project at Headland Machinery with goals to improve customer engagement, reporting, business insights and decision making. While the project was successful, the lack of a field service solution limited operations in scheduling, work order management, parts ordering, dispatch, checklists, sign on glass, service history, asset management, third-party billing and real-time service team status and location.

This lack of capability motivated Annalise to found Klugo as a NetSuite Solution Provider. As Klugo’s CEO, she led development of the NextService field services management software, a built-for-NetSuite native app that helps field service teams improve customer engagement though field mobility. In 2017, a third company, Next Technik, was formed to support the rapid growth of NextService internationally.

Today, NextService + NetSuite is the leading field service solution for NetSuite customers.

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