Field Service Intelligence (FSI) is a comprehensive service analytics solution that provides a clear, data-driven view of past, present, and future service delivery. Seamlessly access all service analytics capabilities—Business Intelligence, Performance Intelligence, and Applied Intelligence—at your fingertips, all in one location.
Gain a unified, “Whole of Field” perspective of service delivery. Access all the insights you need to make better decisions, optimise performance, and identify improvement opportunities, all in one place.
Keep your promises to customers by delivering consistent, high-quality service. Stay on top of SLA and KPI adherence with live monitoring, ensuring your teams can act swiftly to maintain compliance and mitigate the risk of fines.
With real-time performance intelligence, FSI ensures your service delivery is always on track, unlocking opportunities for new business and improving long-term customer relationships.
A key feature to understanding and ensuring the quality of services being delivered, Insight provides genuine real-time data that enables users to review everything that is happening in their business, as it happens.
Via one comprehensive dashboard, users can view multiple performance metrics, while the solution highlights potential areas of risk that may need attention.
This empowers organisations to drill into more detail to better understand each area of ongoing service performance. With this information easily at hand, they can then make timely decisions, or escalate highlighted risks, to proactively make the changes required to ensure service quality and the achievement of all KPIs.
FSI provides organisations with a holistic view of past operational performance. Through a suite of standard reports, users can easily access data that offers a historical overview of service delivery.
FSI includes pre-configured, sector-specific reports that aggregate data from across the Totalmobile Platform surfacing critical metrics like job completion rates, SLA, productivity, and customer satisfaction, allowing you to easily assess operational performance across different service areas.
This information can then be reviewed across a range of elements, including geographical regions, team level, and individual field worker performance, enabling a comprehensive understanding of where standards have been met, performance trends, and areas needing improvement.
Our Field Service Intelligence capability captures performance data across every stage of service delivery, giving you a real-time view of your workforce performance distribution. Monitor utilisation, productivity, compliance, and customer satisfaction as they happen, and track trends over time to support consistent, high-quality service.
The Worker App helps employees clearly understand shift expectations and monitor their progress throughout the day. Real-time feedback loops allow operatives to reflect on their performance, take corrective action, and share valuable insights—supporting a more engaged and self-aware workforce.
From worker scorecards to performance benchmarking, supervisors gain a clear picture of how employees are performing against expectations. This enables early intervention, better coaching opportunities, and a more consistent standard of service across your team.
Senior leaders gain access to an executive dashboard highlighting service trends, ROI from improvements, and strategic optimisation opportunities. With built-in impact assessments and benchmarking tools, FSI turns operational data into a powerful driver of long-term success.
Reviewing historical and real-time data, FSI analyses all information gathered across your service operation to provide actionable recommendations. Each recommendation is supported with evidence showing how the proposed change is projected to positively impact service delivery and value outcomes.
Acting as an operational advisor, trends, risks, and opportunities within service operations are highlighted by Field Service Intelligence. By highlighting opportunities and forecasting uplift, you can pre-emptively address challenges and capitalise on emerging opportunities for continuous improvement.
Baxi have implemented Insight from Totalmobile to provide a real-time understanding of ongoing service performance. By keeping in touch with all that is going on across their field workforce, they are able to keep their promise to their customers and ensure a quality service is being delivered, while proactively dealing with any potential risks to the plan.
