Call Center-driven Field Service

"HardMetrics allows us to do a better job of fault management, which results in a higher number of first call resolutions and fewer trucks being rolled. We now understand if a reported complaint is isolated to the customer calling or to one product, or if it is part of a larger problem... We use HardMetrics to analyze the Cumulative Leakage Index (CLI), which is important for ongoing FCC compliance but also is a great way for us to identify faults even before a customer calls in a complaint."
- VP of Field Service, U.S. Top 10 Cable Company

HardMetrics FSPM: How It Works

FSPM puts transformational operations data and analytics into the hands of operations and service managers, via a Web browser. It pulls together data so you can see beyond response times and break/fix ratios to truly manage the customer's service experience - improving satisfaction while reducing costs.

FSPM, built upon our measurement and analytics engine, provides a customized on-demand analytics system. It integrates with your fault detection, RFID, billing/dispatch, CRM, ERP, workforce management systems like Kronos, data warehouses... whatever data you need to measure field service and technical operations performance.

We pioneered the concept of codeless implementation; our system requires absolutely no programming so your "Operations Scoreboard" is live in days or weeks, not months.

Get Results

Optimized for time-series analysis, FSPM lets you simultaneously view and analyze your key operations and service metrics. It is a live application that delivers a real-time view of your various data sources, not a static reporting system. So you can create, navigate, filter, drill-down and analyze real-time information - gathered from a wide range of sources and viewable from multiple perspectives.

User-defined dashboards, scorecards, reports and alerts are maintained in the self-service Web interface, so field service managers and/or agents can see KPIs as they want and remove ambiguities to drive technician, operations and overall corporate performance.

Read the case study.