Google Analytics – Field Service Management Industry
Google Analytics in FSM Industry
Google Analytics is a free Web analytics service that provides statistics and basic analytical tools for search engine optimization (SEO) and marketing purposes. The service is available to anyone with a Google account and if you don’t have google account convert your account to Google account. Google launched the service in November 2005 after acquiring Urchin. Google Analytics is now the most widely used web analytics service on the Internet.
Content inside presentation:
1. GA OVERVIEW GA REPORTING GOAL CREATION DASHBOARD INTRODUCTION
2. Google Analytics – Overview What is Google Analytics? Google Analytics is a free Web analytics service that provides statistics and basic analytical tools for search engine optimization (SEO) and marketing purposes. The service is available to anyone with a Google account and if you don’t have google account convert you account to Google account. Google launched the service in November 2005 after acquiring Urchin. Google Analytics is now the most widely used web analytics service on the Internet.
3. Google Analytics – What Does It Do? Google analytics is a powerful tool that analyzes: Website Traffic • Where visitors came from & How • How they are navigating through your website. • Behaviour Track Conversions • Downloads • Page Views • Registrations
4. Setting Up Your Account Setting up Google Analytics for your website is a simple two-step process. Firstly, sign up by entering basic information for your accounts such as the name of your organization, the website you wish to track, and its URL. Secondly, Google Analytics will give you a tracking code for your website, which is a snippet of JavaScript used for account verification and the collection of user browsing data.
5. Dashboard Sessions: A session is a group of interactions that take place on your website within a given time frame. Users: The Users metric indicates the total number of unique visitors who have viewed or interacted with your website. Page Views: A page view is simply defined as a view of a page on your site that is being tracked by the Analytics tracking code. Pages / Session: This is the number of pages that your users are visiting on average per session. Avg. Session Duration: Average session duration is calculated as the total duration of all sessions (in seconds) / number of sessions. Bounce Rate: When a user lands on a page of your website and then leaves it without browsing any further, the user is said to have. % of New Session: Percent of new sessions is just the percentage of sessions generated by new visitors on your website.
6. Analytics Reporting (1/2) This is the section where you will possibly be spending most of your time tracking and analyzing incoming data and using it to optimize your website. Dashboard: Dashboards are a collection of widgets that give you an overview of the reports and metrics you care about most. Real Time: Real-Time reports the activity happening on your website right now. The overview tab page displays how many users are active on your site in real-time, where they’re from, and which pages they are browsing. Audience: The Audience Overview is generally what you see when you first log into your website’s Google Analytics. At the top of the Overview tab is a graph of the number of sessions performed by website users. A number of sessions in the Audience Overview Acquisition: Information on how visitors arrive at your website. Behavior: Understanding User Behavior with Google Analytics. Conversions: Using values for goals lets you focus on the highest value conversions, such as transactions with a minimum purchase amount. When a visitor to your site or user of your app performs an action defined as a goal, Analytics records that as a conversion.
7. Analytics Reporting (2/2) Shortcuts Dashboard
8. Analytics Reporting: Real Time Real Time: Real-Time reports the activity happening on your website right now. The overview tab page displays how many users are active on your site in real-time, where they’re from, and which pages they are browsing. Ways to use Real-Time With Real-Time, you can immediately and continuously monitor the effects that new campaigns and site changes have on your traffic. Here are a few of the ways you might use Real-Time: •Monitor whether new and changed content on your site is being viewed •Understand usage of your mobile app through event tracking •See whether a one-day promotion is driving traffic to your site or app, and which pages these users are viewing •Monitor the immediate effects on traffic from a blog/social network post or tweet •Verify that the tracking code is working on your site or app •Monitor goal completions as you test changes to your site
9. Analytics Reporting – Audience: The Audience Overview is generally what you see when you first log into your website’s Google Analytics. At the top of the Overview tab is a graph of the number of sessions performed by website users. Number of sessions in the Audience Overview Ways to use Real-Time Active Users Lifetime Value Cohort Analysis Demographics (Age, Gender) Interests (Affinity Categories, In-Market Segments, Other Categories) Geo (Language, Location) Behavior (New vs. Returning, Frequency & Recency, Engagement) Technology (Browser & OS, Network) Mobile (Devices) Custom (Custom Variables, User Defined) Benchmarking Users Flow(flow of audience to your website)
10. Analytics Reporting -Acquisition: To do this, we’ll take a look at Acquisition, Google Analytics’ information on how visitors arrive at your website. The acquisition is broken down into 10 sub-categories: Overview, Channels, All Traffic, Referrals, Campaigns, Keywords, Cost Analysis, AdWords, Social and Search Engine Optimization Ways to use Real-Time Overview (overview of traffic and source of audience) Channels (type of channels Ex: Direct, Social, Organic,..) Source/ Medium (it splits the audience as source and Medium) Referrals Campaigns (campaign name of social media marketing) Keywords (Audience fetched by the keywords – organic way) Cost Analysis (cost will be shown – if it is fixed any?) AdWords (performance from AdWords) Social (audience from social in detail) Search Engine Optimization (Audience from search engine’s in detail)
11. Analytics Reporting – Behavior: Understanding User Behavior with Google Analytics. With minimal instrumentation, Google Analytics provides many pieces of information to help you understand the behavior of users as they interact with your site or application Ways to use Real-Time Site content (to analyse the content within the website ex: Landing pages, Exit pages,..) Site Speed (website loading, page timings, user timings, speed suggestions) Site Search (how the search bar performs within the website) Events (this triggers – when you create a event within analytics)
12. Analytics Reporting – Conversions Using values for goals lets you focus on the highest value conversions, such as transactions with a minimum purchase amount. When a visitor to your site or user of your app performs an action defined as a goal, Analytics records that as a conversion. Ways to use Real-Time Goals (it get triggered with a number when your analytics hits value ) E-Commerce (E-commerce value tracking)
13. Goal Creation: How To Set Up a Goal Google Analytics >> Select the Admin tab and navigate to the desired account, property and view >> In the VIEW column, click Goals >> Click + NEW GOAL or Import from Gallery to create a new goal, or click an existing goal to edit its configuration.
– Balaji Srinivasan, Manager Digital Marketing, FieldEZ.
4 Keys to Boosting Your Predictive Field Service Customer Satisfaction
Field Service Management software today work on one basic principle- delivering prompt, error-free, exceptional customer services. Customer-centricity is the driving fuel behind the growing popularity of major technologies such as IoT, Machine Learning, Artificial Intelligence, and Data Analytics. Since these technologies predict the customers’ demands and strive to meet these demands well within stipulated time, scores of companies around the world are leveraging them to drive their operations and optimize their processes.
With Field Service Management, there is not much difference. Companies in the space are already scurrying towards adopting advanced technologies to deliver customer service experiences that would lead to higher customer retention and business growth. Users of field services today expect services at lightning fast speed and want their service providers to leave no stone unturned in delivering the best services before there is a need for it.
With predictive field services, it will become easier for field service management businesses to recognize the need for services proactively through the right use of sensors and devices connected to the Internet. Data happens to be the next focal point for delivering predictive field services, and proper analytics will ensure that the data is leveraged towards building processes that will magnify customer satisfaction.
Exceeding Customer Expectations with Predictive Field Service
CX (Customer Experience), according to a study, will become a key brand differentiator by the year 2020. and, the process has begun. According to another study, about 89 percent of customers get frustrated with their service or support calls when they have to explain the same things to multiple representatives.
Not just this, customers today expect to have to never call up customer service. They expect shorter response times from their service providers without having to go through a lengthy process.
Predictive field service management will enable companies to deliver field services even before a fault arises. Customers will never even have to call up their service providers to request an on-site service. Here are four key factors that will go into realizing this perfect fantasy of field service management businesses-
- Sticking to the plan – Often, field service management personnel have wild days when they have services planned, but unforeseen requests need them to appear on the field instantly. When this is the case, planned field services can be affected and so can the customers’ experiences. To avoid this issue, proper staffing of field service agents is the first viable option. Many field service businesses are including various employment types in their staff. They hire some permanent agents, some freelancers, and some pay as you go personnel so as to meet unexpected spikes in field service demands with ease. Another aspect that can be considered to cater to more customers in a day can be to correctly, or even approximately predict the duration of field service. This way, businesses can plan their service jobs and enhance their technicians’ punctuality. Also, any requirements for a material to complete field service jobs should be catered to beforehand, so that the service technicians can complete their jobs without hurdles. Real-time travel optimization through advanced GPS integrated into the technician’s mobile device will also help field service professionals save time and deliver more!
- Prevention rather than cure – Predictive field service management enables companies to prevent failures so that their time and money spent on servicing can be saved. This optimization is possible because of predictive technologies working in the background of devices, which warn the service providers of any faults before they happen. This way, service costs can be saved while customer experience amplifies. A network of connected devices can continuously monitor devices for any errors, issuing a demand for a service when an anomaly is detected. Field service management companies reap twofold benefits in the process- exceptional customer service and cost reduction with predictive management.
- The weapons of war – With predictive field service management, there is a better opportunity to predict the need for tools and parts that a service technician will need to perform the job. When the technician can gauge the need for a specific part, and add it to the inventory before committing to a job, a lot of the hassle is saved. Predictive parts management enables field service companies to schedule and plans their inventory in advance so that the customer gets a one-time field service that solves all of his issues.
- The right person – The right technician should be dispatched to the suitable field service job. Through predictive analytics and forecasting, it is possible for the service provider to know the skills that a particular job would need. When the field service managers know this, they can assign the most suitable tasks to all of their field service agents, creating a win-win situation where the experts in a unique field get to exercise their knowledge, and the customer gets quick and efficient field service in a single go!
Predictive capabilities don’t just rely on technologies, but also on the manner in which they are leveraged. It requires insights into the business to learn where technology would suit most. Technology is driving customer satisfaction, and you can take a ride too!
The Future Is Here: Big Data in The Telecom Industry
According to a study, the number of global smartphone users will reach a whopping 2.87 billion by 2020, up from 2.32 billion in 2017. This boom in the Telecom industry and the trends this fact highlights include a subtle hint at the amount of data Telecom companies will have access to in the near future. When the truth dawns upon Telecom companies that they have data of humongous size by their side, organizations will begin to experiment and analyze their Big Data in a bid to create operational and fundamental changes in the way the Telecom industry operates.
With the rapid expansion of other mobile devices, Telecom businesses will have to strive to find out innovative ways to store, process, and derive value out of the diverse volume of data they have. Telecom businesses will then leverage Data lakes to house their data unless it is deemed fit for use, data analytics to drive their operations, and deliver exceptional customer experiences through changes in the way the industry operates.
Putting Data To Use: Big Data for Advancing Telecommunications
Here are a few use-cases of Big Data in the Telecom sector
- Data-Driven Decisions – When a Telecom company will think about making integral decisions about changes in its products or services, it will turn towards its data. With the massive amount of data available with the Telecom businesses, they will be in a better position to tailor their services to exceed their customers’ expectations. With real-time data analytics, Telecom companies will assess their customers’ behaviors and buying patterns and will do more of what works for their buyers. With this shift from product-centric updates to customer-centric updates in services, Telecom businesses can be sure of earning their customers’ loyalty.
- Comprehensive Customer View – With the right data in their hands, Telecom businesses will be able to classify and segment their customer base to cater to each segment individually. With a comprehensive customer view that will include the customers’ data about their demographics, sentiments, calling-circle, network usage patterns, customer service feedback, historical usage data, etc., Telecom companies will better position themselves in the market to drive their services for the specific segments they want to target. By doing this, a level of personalization in delivering services can be achieved, leading to customer satisfaction and customer retention.
- Unified Operations – With Big Data and Analytics, multiple clusters and sources of data storage can be unified and brought under one umbrella. By doing this, Telecom companies can enable their applications and services to consume data in a uniform manner. Unification and integration of various data segments will also allow organizations to focus on security perspectives with a single point under study. Ensuring security of data will become easier than if the data was present at multiple locations and used in a diversified manner. Additionally, the reliability and availability of data will enhance when there is one single database, no matter how huge, that needs to be replicated in its entirety or partly.
- Ramp up Efficiency – Through Big Data and Analytics, the data from today’s trends can be contrasted against their historical counterparts to learn about the change that is happening on an industry-wide basis. By knowing this, Telecom companies will be able to predict the future trends and be future-ready with their plans to cater to the rising, or falling demands for their services and products. Determining patterns in the customer demands and predicting the behavior of consumers can be made possible only through putting the right data through the churning mill and deriving valuable insights. When Telecom majors can predict the demand for a service well in advance, they will be able to deliver those services when the market boosts, realizing efficiency and productivity in delivering services.
- Geo-Data and its Benefits – Geo-data is the buzzword that is driving change in the Telecom sector. The data in a geo-dataset describes the information about the customers according to their location or region. Essentially, it is the location of the hardware that is specified in the data. A large pool of such data that includes the geographical location of the customers alongside their interests and buying habits, etc., can be leveraged by Telecom companies to chalk out actionable from the data for their marketing and sales strategies.
Through Big Data and Analysis of data, mightier targets can be achieved with ease. The Telecom sector is booming in the data space, and companies are moving at a rapid pace towards realizing the potential of data in improving their operations, processes, customer experiences, etc.
Customer relationships begin with the data that a company has. By analyzing the data for several factors and parameters, businesses can provide excellent services to their customers- be it personalized recommendations, before-time field service management, or any other aspect of customer satisfaction.
The Need For Telecom Field Service Management
At FieldEZ, we realize that the Telecom sector is one of the many industries that thrive on on-field services. When talking about the latest trends and developments in this space, it is important to make sure these trends are implemented through reliable field services for Telecom.
When a Telecom company tries to expand its reach, there comes the need for the installation of Telecom infrastructure. For the efficient and hassle-free management of this cumbersome task, a field services management software such as the one provided by FieldEZ can reduce the risks of failure and eliminate any chances of delay in laying out the infrastructure, etc.
An efficient Telecom Field Service Management software will be a perfect combination of the following
- A service scheduling software
- An Asset tracking software
- A Service dispatch software
- A mobile workforce management software
- A delivery tracking software
- A mobile attendance tracking solution
- An invoice and quote software
- A solution that generates seamless field service reports
Our Telecom Field Service Management offering can prove to be your game-changer!
