Field Service Dashboards: A Guide for Contractors

What is a Field Service Dashboard?

A field service dashboard is an important part of field service management software. It gives you a snapshot of all the most important metrics and KPIs that measure performance in the field.

Some key KPIs that contractors often track are:

• Average Ticket

• Membership Conversion Rate

• Call Booking Percentage

• Equipment and Material Cost Percentage

What metrics your field service dashboard displays will depend on how you customize it to suit your business goals.

Even if you think your business is doing fine, you might be surprised at what your dashboard can tell you about improving business performance.

What Are The Benefits of Field Service Dashboards?

Field service dashboards can aggregate data from job sites to help you track the information you need to make better decisions. 

For example, Capital Heating, Cooling, and Electric struggled with inefficiencies that stifled growth until they hired Seth Rawson, who designed an improvement plan and used data from ServiceTitan’s dashboards to implement it.

Seth Rawson believes how the numbers are presented helps in strategic planning. 

"The numbers are not the answers,” he said. “They are the KPIs by which we have to drive answers to resolve issues. So what ServiceTitan gives you is, man, that gives you the numbers. And it gives you the numbers in a way that can be meaningful and inter-relational in a way that makes sense. 

Sarah Vest, who has used the platform’s dashboards to manage Blue Cardinal’s multi-regional subsidiaries all from one place, shares the same sentiment.

“Literally, you can drill it down to the location base and it can roll-up and report from one login. I can run those reports and get them broken down how I need to and I don't have to log into each location,” she said. “That is huge. It saves a lot of time.”

Here are some of the important ways field service dashboards can help your business:

• Enhanced visibility: The entire management team can get full clarity on tech performance, revenue, fleet management, and other issues related to field services.

• Real-time performance metrics: You’ll get accurate, real-time information to keep a finger on the pulse of your business.

• Data-driven decisions: Data eliminates guesswork to help you make more informed decisions. For example, accurate project cost tracking will show you overages in labor or material costs that can help you price projects more accurately.

• Reduced labor costs: Rather than having an accountant compile monthly reports, you can use field service dashboards to give you accurate reports on demand.

• Better workflows: Field service dashboards help you pinpoint where inefficiencies happen so you can optimize workflows in the field and the office.

Dashboards reduce human decision-making errors and help everyone get on the same page. As Vanessa Gonzales, co-owner of Albuquerque Plumbing, Heating & Cooling Inc. points out, “Tracking the budget outside of your software leaves more room for human error. With ServiceTitan, you can make sure the latest version of the spreadsheet is being used by everyone.” 

What Are The Uses of Field Service Dashboards?

Once you have a way to track and analyze performance, you can use field service dashboards to optimize field service management from dispatch to final invoice.

• Quick decision-making: Real-time performance and financial metrics can help you spot issues and make quick decisions. That helps you stop small problems from escalating into bigger ones.

• Sharing information: Dashboards make it easy to share crucial details with team members and investors. Since they’re designed to be clear and easy to understand, they’re ideal for financial and non-financial employees alike.

• Strategic planning: You can analyze past performance and decide on realistic KPIs to shoot for in the future, giving you a competitive advantage. You can also use dashboards to plan for strategic mergers and acquisitions, with clear indicators of business growth.

John Holsapple, CEO at Stanley Ruth Air Conditioning Company, notes that the baseline you get from KPIs can help you set a realistic trajectory for your business: “Try to determine a baseline for today and the performance of your company, and set achievable goals. Don’t reach for the stars. Shoot instead for changes you can make on short timelines.”

How You Can Use Dashboards for Your Field Service Business with ServiceTitan

Not all dashboards are made the same—and that’s especially true for home services contractors, whose businesses rely on what happens in the field.

Many generic dashboards will compile metrics that your back office collects, but tracking what’s going on with projects when work is in progress can be difficult.

ServiceTitan’s field service management software is part of an all-in-one business platform built specifically for home services contractors. It includes custom dashboards that give you an overview of KPIs for field technicians and connects information collected in the field in real time.

With ServiceTitan, you can:

• Get high-level data

• Evaluate employee performance

• Create custom dashboards for specific needs

• Create reports

Below are some details about how it works.

1. Get high-level data

ServiceTitan’s field reporting software is designed with pre-built dashboards that include common KPIs to help you get started.

These KPIs measure the core health of your business; where it’s at, what’s happening in the field, and how much it’s growing. The numbers include revenue trends and key performance metrics for all of your techs.

Below is a quick breakdown of each section.

The Revenue section draws from ServiceTitan’s Pricebook features to compare total revenue from completed jobs to missed revenue from lost opportunities. This shows you at a glance how much money you’re bringing in, and how well your sales team is performing.

You’ll also see a bar graph where you can view revenue trends by week or month.

Hover over any given month to see year-over-year revenue comparisons. The next section shows each technician's Opportunity Job Average, Conversion Rate, and Customer Satisfaction score.

These high-level revenue numbers can help keep you focused on the big picture. If you don’t know how your numbers stack up to industry averages, take a look at some business performance benchmarks for your industry.

2. Evaluate employee performance

Shane Jaeger, president of operations at the Texas-based Lawton Group says team-wide goals are a key growth strategy: “Everyone on the team has a goal, all the way down to apprentices, and they have to get those reports. If they don’t know where they’re at, they don’t know where they’re going to go.”

ServiceTitan’s dashboard also gives you the metrics you need to create goals for your whole field service team.

For example, the Call metrics section of the dashboard tracks the booking rates of inbound calls. Each call is shown on the right-hand side in chronological order, with the following information:

• Length

• Timestamp

• Caller phone number

• Number dialed

• Employee who took the call

Click on a call, and you’ll access ServiceTitan’s Call Playback feature, where you can play a recording of the call.

This is useful for service techs who need to verify job information and supervisors who want to confirm their CSRs are following best practices in client interactions. 

You can also download the call in MP3 format, attach tags to calls for easy reference, and access customer details in one click. It’s a popular feature for ServiceTitan subscribers who want to flag calls for training purposes.

To track individual agents' performance, you can look at the technician scorecard.

At the top, it breaks down each tech's total completed revenue and satisfaction score. It also shows you their revenue by division and job type to tell you which jobs earn the most for your business.

ServiceTitan’s Fleet Pro lets you see exactly how your fleet is being used so you can minimize risk and improve driver performance. It shows the distance traveled and routes taken by each technician so you know exactly when technicians have diverted from their assigned route.

Fleet Pro also integrates with dash cams to identify unsafe driving and records things like hard braking, acceleration, and speeding so you can address safe driving issues the moment they occur.

These features connect to driver scorecards, which give you an overview of driver performance including distance traveled and driving events. The total score on the bottom gives you an overall picture of how each driver is performing.

You can also use this feature to track assets so you know exactly where your vehicles are at all times, and get updates about maintenance issues—keeping your whole fleet safe and well-maintained.

You’ll be able to see past due, upcoming, and future maintenance to help budget for vehicle repairs well into the future.

With ServiceTitan’s Pricebook dashboard, you’ll get real-time updates on the cost of common materials, plus reports on regional pricing averages for your services.

You’ll also get updates on costs, images, descriptions, sold hours, and more so your field service technicians can create instant, accurate estimates in the field.

All these metrics tie back to your field service dashboard to give you the comprehensive data you need to make quick decisions while work is in progress and keep projects running smoothly.

3. Create custom dashboards for specific needs

Need to see additional business data at a glance? With ServiceTitan, you can customize your dashboard easily to track the performance metrics that matter to you.

Simply select “Create Dashboard” from the Modular Dashboard dropdown menu to get started.

Then, type in a name for your new dashboard and click “Create.” In this example, we’re creating a new dashboard to estimate sales.

You can then choose from prebuilt modules to populate your new dashboard. Simply click “Add” to add modules purpose-built to track key metrics and KPIs across many different business functions.

You can also add a section to your dashboard to give you even more granular data at a glance.

Each module draws from accurate, real-time reporting data to ensure your numbers are always current. You can also drill down into the underlying reports to see the data in more detail.

Once you’ve added all the modules and sections you want, you can rearrange your new custom dashboard with ServiceTitan’s drag-and-drop interface.

You can also filter custom dashboards by date, business unit, and job type—as well as other filters like job start date, commercial install, and more. From there, you can share your custom dashboard by role, or with individual employees for seamless communication during the workday.

This gives you the flexibility you need to track new goals and metrics as your business changes.

4. Create reports

Create detailed reports directly from your dashboard for a more comprehensive understanding of your metrics. You can also drill down into individual data points with one click.

From your dashboard, select Reports and choose from the dropdown menu to run reports for categories like accounting, inventory, marketing, technician, and more.

Next, select filters like data range, business unit, location, and trade to see the exact data you need. After you’ve set filters and run the report, you’ll see the detailed information that powers your dashboard.

You can drill down even further by clicking on a total you want to investigate. In this example, clicking Completed Revenue gives you a list of all the jobs and invoices that account for that total, with job numbers, invoice numbers, and completion dates.

Click on a job or invoice number to view more details about the jobs themselves, including individual invoice items.

This gives you a way to quickly check on specific information across your entire business from one place—saving time and energy when you need a fast answer about what’s behind the numbers in your dashboard.

Are There Field Service Dashboard Templates to Use?

ServiceTitan’s pre-built dashboards include templates for different types of dashboards that give you information about common business functions.

For example, ServiceTitan’s Commercial Dashboard shows you an overview of commercial sales, revenue, financials, technician performance, and more to track the health of your commercial projects.

The Business Status Dashboard gives you an overview of your business health and processes to improve workflows and give you company-wide metrics that position you for success.

Each dashboard comes with a set of modules selected by ServiceTitan to help you get started—but as with all your other dashboards, you can customize them to suit your needs.

Gain Access to Business Insights

ServiceTitan’s field service dashboards give you powerful insights into the state of what’s happening on the ground. From overall revenue to technician productivity and driver safety, they help ensure you never miss a beat in the office or the field.

Remember: what gets measured gets improved. When you can see your business data, you can understand exactly what you need to do to grow your service business and position your whole team for success.

ServiceTitan is a comprehensive business software solution built specifically to help service companies gain insight into their operations, boost revenue, and achieve growth. Our award-winning, cloud-based platform is trusted by more than 100,000+ contractors across the country.