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FIELD SERVICE INTELLIGENCE

Employee Performance Insight

Employee Performance Insight (EPI) highlights individual contributions and identifies areas for growth

EPI delivers in-depth workforce performance intelligence by highlighting individual worker contributions to overall organisational performance. Front-line employees receive live information on objective attainment and are offered the opportunity to capture their own, and the customer’s, feedback on service. By ensuring a consistent flow of performance-related information between service providers and operatives, organisations enhance their intelligence of field service and can take timely action to ensure service quality and consistency.

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Enhance Service Consistency

Ensure the delivery of predictable and quality services by reducing variance of performance.

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Improve Employee Engagement

Effectively share objectives while rewarding high performance and providing appropriate support.

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Achieve Continuous Improvement

Identify areas of improvement and quantify the impact of optimising changes to service delivery.

“Utilising this tool can allow service organisatons to maximise service manager’s decision-making skills that would normally take between 10 – 20 years to develop.”

Ged Cranny, Head of Service

2,600,000

in Annual Savings

15

Increase In Customer Satisfaction

27

More Jobs Completed

50%

Reduction in Employee Churn

Employee Performance Intelligence

By capturing information across the entirety of the service delivery process, organisations can harness data to truly understand employee performance. This highlights leading contributions and identifies challenges impacting service effectiveness.

Worker performance is measured across various criteria, including utilisation, productivity, compliance, efficiency and customer satisfaction. This information can then be viewed in real time, relating to the current shift, or monitored over a period of time to assess developments in the delivery and consistency of service.

Worker App

Deployed to field based operatives, the worker app provides employees with an easy to use mobile solution that enables them to access all objectives and expectations aligned to their shift. As the day progresses, operatives can review their performance to ensure they are meeting standards and take action as appropriate.

To truly understand service delivery, capturing the views of your employees is key. The worker app provides the opportunity for operatives to log their feedback and experiences, along with those of the customer, to ensure a complete picture of service is formed.

Worker Scorecard

Employee Performance Insight enables supervisors to access a detailed insight into an employee’s performance throughout a shift and review how they compare to defined objectives.

Measuring various metrics relating to the quality of service delivery empowers supervisors with a view of areas of high and low performance. This enables a proactive approach, ensuring standards are achieved, and a high quality and consistent level of service is maintained.

Worker League Table

Offering a complete view of performance across all employees within the workforce, service leaders can review the distribution of performance that enables them to measure both levels of service quality and predictability. This can be done by overall service score or across specific areas of service performance.

With time comparison and benchmarking capabilities, users can view developments in service across different areas of the workforce and review over a single shift, or a longer period of time.

Executive Summary

Providing a high level insight into the core areas relating to service, senior leaders can view trends and improvements in performance across areas such as compliance, customer satisfaction and quality. Importantly they can also view quantifiable metrics that highlight the ROI provided by service improvements.

Enabling a culture of continuous improvements, executives are also presented with areas that are primed to be improved upon, as well as an impact assessment of each opportunity to clearly demonstrate the value of optimisation.

News

Totalmobile Launches Employee Performance Insight

EPI highlights individual worker contribution and provides the ability for employees to capture live information and report experience feedback in real-time.

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Product Brochure

Employee Performance Insight

Delivering value to stakeholders across the service delivery process, access the brochure below to learn Employee Performance Insight’s (EPI) full range of capabilities.

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Case Study

Baxi

Baxi has implemented Insight from Totalmobile to provide a real-time understanding of ongoing service performance for data-led decision-making rather than gut feeling.

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