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Field Service Management

Distribution Warehouse with High Shelves

12 Metrics That Drive Field Services Profitability

Field services keep industries like maintenance and utilities running smoothly - but let’s be honest, staying profitable doesn’t happen on its own. Tracking the right metrics is the secret sauce to turning day-to-day challenges into opportunities. With the right focus, you can strengthen your team, boost efficiency, and keep customers coming back for more.

Let’s dive into the 12 key metrics that can transform your field services game - and how ERP Experts can help you master them.

1

First-Time Fix Rate:
The Secret to Happy Customers

Your first-time fix rate (FTFR) is like a superhero power. It shows how often your team gets the job done right on the first visit. High FTFR? You’re saving money and turning customers into your biggest fans.

Why it matters: Nobody likes a "we’ll be back" situation. It’s awkward, costly, and frustrating for everyone.

How we help: Our ERP solutions ensure your technicians are armed with the right tools and data before they even leave HQ. Your FTFR will be soaring in no time.

2

Utilisation Rate:
Maximise Your Team’s Potential

How much of your team’s time is spent on billable work? That’s utilisation rate in a nutshell - and it’s a biggie for profitability.

Why it matters: Downtime drains profits faster than a leaky pipe. Billable hours? That’s where the money is.

How we help: With NetSuite’s advanced scheduling, we make sure your team is always in the right place at the right time.

3

Customer Satisfaction Score (CSAT): Keep Them Coming Back

Let’s face it - happy customers are loyal customers. Your CSAT tells you how satisfied your customers are with the service they receive.

Why it matters: A happy customer is a repeat customer, and nothing drives referrals like excellent service.

How we help: Our tools make it easy to track feedback, link it to specific jobs, and continuously improve your service delivery.

4

Average Response Time:
Be There When It Matters

Customers expect fast service. Average response time tracks how quickly you respond to service requests.

Why it matters: Speed shows customers you value their time - and keeps competitors out of the picture.

How we help: With real-time visibility and smart dispatching, we ensure no customer is left waiting.

5

Repeat Visit Rate:
Stop the Service Spiral

Tracking repeat visits is the flipside of your FTFR. Too many repeat visits? You’ve got a problem.

Why it matters: Repeat visits cost time and money, not to mention customer confidence.

How we help: Pinpoint the root causes of repeat visits with insights from your ERP system and fix them fast.

6

Revenue Per Technician:
Boost Productivity

How much revenue is each technician generating? This metric is all about productivity.


Why it matters: More productive technicians = bigger profits.

How we help: Integrated billing, time tracking, and performance dashboards make it easy to optimise technician output.

7

Cost Per Job:
Know Where Every Penny Goes

Ever wonder how much it really costs to complete a job? Tracking cost per job gives you the full picture.

Why it matters: Keeping costs in check means healthier margins.

How we help: Real-time expense tracking puts you in control without drowning in spreadsheets.

8

Service Contract Renewal Rate:
Keep the Revenue Rolling

Service contracts are the gift that keeps on giving - if customers renew.

Why it matters: High renewal rates mean customers trust your service and see its value.

How we help: Automate renewal reminders and use NetSuite insights to keep customers engaged and happy.

9

Technician Training Hours:
Build a Smarter Team

Service contracts are the gift that keeps on giving - if customers renew.

Why it matters: High renewal rates mean customers trust your service and see its value.

How we help: Automate renewal reminders and use NetSuite insights to keep customers engaged and happy.

10

Inventory Turnover Rate:
Smarter Stock Management

Sitting on too much stock? Or running out when you need it most? Inventory turnover rate helps you find the balance.

Why it matters: High turnover frees up cash flow, while low turnover ties up resources.

How we help: With real-time inventory tracking, you’ll always have what you need - and nothing you don’t.

11

Downtime:
Time is Money

When your technicians or equipment are idle, you’re losing money.

Why it matters: Downtime eats into productivity and profits.

How we help: Predictive maintenance and smart scheduling reduce downtime and maximise uptime.

12

Job Completion Time:
Efficiency at Work

How long does it take to complete a job? Job completion time measures overall efficiency.

Why it matters: Faster jobs mean more capacity for new work - and happier customers.

How we help: Identify bottlenecks and streamline processes so your team runs like a well-oiled machine.

Why ERP Experts?

At ERP Experts, we don’t just help you track these metrics - we help you crush them. With tailored NetSuite solutions, we:

  • Improve Efficiency: Automation eliminates wasted time and reduces errors.

  • Enhance Customer Satisfaction: Streamline operations to deliver better, faster service.

  • Increase Profitability: Get insights and tools to cut costs and boost revenue.

 

Your business deserves an ERP system that works as hard as you do. Let us turn your metrics into results - and your challenges into opportunities.

Ready to take your field services to the next level? Let’s chat.

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