In 2019 the PROS ELITE GROUP announced its newest product offering PIVOT Business Analytics. The latest feature eliminates the need for Service Executives to provide field technicians performance related reporting or details. Service Executives are often required to establish performance goals for their technicians and provide ongoing information to Techs on their actual performance to plan. Some of the questions often asked by techs are:
What is my current month to date productivity to my goals?
Which machines caused an incomplete call?
Can you provide the details on which machines I received a Call Back on?
What is my Gross Calls month to date to my plan
What is my current accountable time for the month?
Where is my parts usage month to date towards my spending plan?
These are just a few of the productivity and expense management data elements that are available to each technician on demand through their smart device. In addition, PIVOT compares the tech’s actual performance to their planned performance and indicates if the tech is trending good, marginal or if that is an area of opportunity for the tech.
Service Managers can stop participating in the “time waster” activity of generating detail reporting to send to techs and let that data automatically come to each tech via their Technician Portal.
PIVOT was created to generate the planned performance based on the territory assigned to each tech and measure their actual results to their plan utilizing the industry Financial & Operation Benchmarks. This is the industry’s first processed-based analytics platform that aligns financial performance to operation results. Below are some quotes from managers using the PIVOT Analytics Platform and the impact it has had on their business..
Felix Villanueva |Vice President Customer Service and Technical Operations
I just wanted to drop you a quick note to let you know that we are fully committed to using PIVOT as our single source for data analysis and interpretation. When I first joined Centric, we were running both PIVOT and one other service/cpc based industry tool concurrently. As I became familiar with the benefits of each application, it became very apparent that PIVOT provided me, and our service leaders, with a more wide-ranging data analytics tool. We have modified all of our service operational functions to incorporate PIVOT. In fact, I feel that the territory creation and analysis tool is by far the most comprehensive tool on the market. The data analytics provides our team with vital information on total volume generated, and workload percentages (allowing us to make effective business decisions about our structure). The car stock feature has also made a significant positive impact to our overall incomplete percentages. And we launched the technician incentive program which provides an easy-to-understand structure that has been very well received by our technicians. We can already see that this incentive program is driving performance in the right direction which will enable us to take on more volume and devices without adding to our current headcount. One of my favorite features is the auto extraction tool which provides a near-real-time dashboard filled with valuable information. No longer do we have to upload data on a monthly basis to then have it analyzed and reported back.
Clearly you can tell that I am excited and passionate about my relationship with Pros Elite and the tools that you provide. Additionally, not only are the tools a great value to running our service operation, but the support structure that you have in place is phenomenal. I often feel like I’m your most important client (but I bet that all of your other clients feel the same way)! I look forward to a long-lasting, mutually beneficial business relationship.
Shawn McVay- VP Service Operations
The Ray Morgan Company has been using the PIVOT analytics and process management tool for several years to manage our Technician territory mapping, car-stock recommendations, tech parts spending plan management and tech expectations. PIVOT has been extremely valuable in helping develop and manage these processes.
Despite several complexities in our equipment mix and branch dynamics, PIVOT’s processes were reasonably simple to implement and more importantly, have been easy to maintain. We have recently implemented use of the other features of PIVOT. The real-time dashboard within PIVOT, provides even greater value to our service operations. Our size and structure have created a few challenges, but with the excellent support of the PIVOT team, we have been able to and continue to make the tool work to our advantage. I’ve worked closely with Jeff, Jerry and Andy for many years. They have always been excellent partners and I have complete confidence in their ability to help us find continue to find improvements in our business. I strongly recommend PIVOT to any company looking to streamline and automate their processes while maximizing their efficiency and profitability.
Similar to our client’s comments above on the positive impact the PIVOT Analytics Platform has had within their organization, this same message is being echoed in over 100 companies currently utilizing this Advanced capability! We have received many testimonials from our clients on the positive impact this process-based, continuous improvement platform is having on their business!
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