Operations Dashboard

Summary

The FieldRoutes Operations Dashboard provides a valuable overview of the most important business areas.

Use the Dashboard to gain actionable insights into your business at all times. It is faster than running separate reports for each metric, because the widgets contain each of the main metrics.

Each widget on the Dashboard is detailed below.

Accessing the Dashboard

To access the Dashboard, select the logo in the upper left-hand corner of the page.

Enabling the Dashboard

If the Dashboard is not enabled or showing up when the logo is selected, enable it by going to

Admin > Preferences > Access Controls Profile > select corresponding access control profile > Reporting > and select View Dashboard checkbox.

Using a Widget

Each widget has a variety of options that can be used to display a different view of the data.

• Chart: Change the form of information in the widget between pie, horizontal and vertical bar, and line charts, depending on the data type.
• Date Range: Displays the time period that will be shown in the widget.
• Refresh: Refresh the chart after the date range, does not affect the chart type.
• More Info: View more information about the widget.

Active Customers, Active Subscriptions, and Cancellation Reasons

The Active Customers widget categorizes the user's currently active customers into three groups:

• Active Recurring Customers: These are the user's moneymakers. These customers have an active account, are set up on at least one recurring service schedule, and have already received at least one service.
• Potential Customers: These customers are also marked as active and have a recurring service plan setup, but they have not yet received their initial service.
• Active NON-Recurring Customers: These customers have an active account but no recurring service plan. These are oftentimes the user's one-time services or as-needed customers.

Any of these customers can be viewed on the customer report by clicking on that slice of the pie on the widget. The date filters for the Active Customers widget will only show those customers who were added (created) within the selected time period.

The Active Subscriptions widget breaks down the recurring subscriptions by Service Type. It ONLY shows active subscriptions on a recurring frequency and with that has been serviced once. The widget t will include subscriptions with recurring billing, even if it does not have a completed service. View these subscriptions on the customer report by clicking on a slice of the pie.

Use the Cancellation Reasons widget to discover why customers cancel their service subscriptions. It will show which causes are most important to address. The widget displays all of the cancellations in the last month by default, but this time frame can be extended by changing the date filters and refreshing the report.

This Cancellation Reasons widget is different from the Cancellation Subscription report in two ways:

1. This graph excludes one-time service subscriptions.
2. This graph excludes potential customers, which are subscriptions that have never received a completed appointment.

Monthly Services, Technician Ratings, Collections %, and Completion %

Use the Monthly Services widget to view all customers due within the current month. This widget helps the user focus on the most urgent appointments. There are 4 primary pieces to this widget to help the user estimate how many currently-due customers have been served.

• OverDue Subscriptions: This represents all of the customer service subscriptions due 2/01/17 and 7/31/17, which DO NOT have a currently scheduled appointment in the future. These service subscriptions probably need to be scheduled immediately before they get further past due.
• Unscheduled Subscriptions: This represents all customer service subscriptions due between 8/01/2017 and 8/31/2017 that do not currently have an appointment scheduled. These customers should be scheduled before the end of the month.
• Scheduled Subscriptions: This represents all customer service subscriptions due between 2/01/17 and 8/31/2017 and are currently on a future route. This includes any overdue service subscriptions that have not been serviced.
• Completed Appointments: This shows the number of recurring service subscription appointments due for service between 8/01/2017 and 8/31/2017 that have been completed this month. Services from customers that are pending cancellation are included.

The Monthly Services widget only considers recurring services. Initial services are not included. This report shows service subscriptions that are due or scheduled but does not report how often they are due within the date range. The Job Pool, by default, excludes services from customers who are pending cancellation and includes services from potential customers.

This report excludes potential customer services and services from customers who are pending cancellation except for the completed services. Set the user's Job Pool filters to ensure these reports show the same data.

Use the Technician Ratings widget to view trends in customer ratings. The ratings come from the customer portal. Clicking on this report will bring the user to the ratings in the customer feedback report. This widget helps any quality assurance department to identify the source of poor ratings before an unhappy customer cancels their service.

Use the Collections % widget to determine how well the user collects money from the services performed within the selected date range.

The Completion % widget shows the status of the user's scheduled appointments within a given period. Use this widget to help keep track of appointments that fell through and take care of missed appointments. This only shows appointments that are on the route. It excludes cancellations and reschedules.

There are three categories displayed in this widget:

1. Serviced: The percentage of appointments that were completed.
2. Pending: The percentage of appointments that haven't been completed yet.
3. Not Serviced: The percentage of appointments marked as "No Show."

Stops Per Route, AutoPay Percentage, and Receivables Aging

Use the Stops Per Route widget to track the number of daily services the technicians can perform. It does this by showing the total and the average number of appointments on the user's routes. The Widget divides total appointments by category: Regular Services, Re-Services, Starts (Initial Services), and Other. The average and total shown below the graph only include the user's Regular Services.

The AutoPay Percentage widget shows the user the percentage of the user's active customers who are set up on AutoPay. the user's customers are divided into three categories:

• Valid APay: Customers who are actively being charged using AutoPay
• Invalid APay: Customers who are on AutoPay, but are not being charged due to bad/missing payment information
• Not APay: Customers who are not on AutoPay

Use AutoPay to quickly and easily collect payments from the user's customers, saving payment collection time. It helps keep payment collection consistent, accurately project payments, and ease customer responsibility for on-time payments. Use this graph to see the amount of time saved by setting up more AutoPay customers or by updating their bad payment information. Consider flagging the invalid AutoPay customers as purple dragons if the user has set up a special billing letter template for the flag.

Use the Receivable Aging widget to determine how quickly customers pay for services. It does this by showing the total amount of revenue that customers owe, separated by the age of the balance. Any invoice with a balance of fewer than 30 days is considered current; everything else is past due. This widget also shows the total balance of customers who prefer to be billed monthly. More information can be viewed under Billing > Accounts Receivable.

Payment Types, Averages Rates, Average Contract Values, and Average Customer Age

The Payment Types widget shows the total amount of revenue collected over the given period of time, separated by payment type. This gives the user an idea of how their customers pay their invoices and what percentage can be offered apay (credit cards and ACH) for more reliable payments. More detailed information can be seen under 'Billing > Payment History.'

The Average Rates widget shows users the average recurring ticket charge for each subscription type. Only active subscriptions with a completed initial service and a recurring ticket charge are included here. Use the date filters to show averages for subscriptions created within a specific period.

The Average Contract Value graph allows the user to see the average yearly contract value for each of the user's service types and the weighted average across all service types. Only active subscriptions with a completed initial service and a set recurring ticket charge are included here. The Contract values don't consider the price of the initial service. Use the date filters to show averages for subscriptions created within a specific time period.

The Average Customer Age widget shows the user how long customers have been with the company. It can give the user a good picture of customer retention. It shows the user's active customers, grouped by the number of years they've been the user's customer.

Subscription Sources, Frozen with Stored Account, Recurring Billing

The Subscription Sources widget allows the user to see the percentage of subscriptions the user or office is gaining from each source. This lets the user gauge how effective each of the user's sales methods is and focuses on the ones that bring the user the newest subscriptions and new revenue. The user can filter the user's results by date to show new subscription sources within a given time period. This widget includes subscriptions that are still active AND have either received their first service or have a recurring billing plan.

The Frozen w/ Stored Account widget protects the user from being overcharged by the user's payment processor. It shows the user the number of customers who are frozen but still have a payment account stored. Some payment gateways charge the user for every stored account, so when using one of these gateways, keep this number down to 0 to prevent being charged for unused accounts.

The Recurring Billing widget shows the revenue generated for subscriptions set up for recurring billing. If the customer is on a frequency that is not monthly, we adjust the rate to match the proportional monthly amount. These represent subscriptions with the following criteria:

• Must be active
• Have paid their first bill
• Are billed on a recurring basis (monthly value shown in summary, the actual value in pie wedge)
• The rate is based on the amount of the last paid invoice

The user can view these subscriptions on the customer report page by setting the corresponding filters on the 'Service Subscription' tab; active subscription - yes, completed initial - yes, recurring billing - yes.

Debit Balance, Revenue by Service, Revenue by Month, Recurring Annual Revenue

The Debit Balance widget compares the total balance of active customers and the revenue generated within the past 30 days. This also calculates the ratio of the two, giving an idea of the total amount customers owe versus the revenue of services provided. Knowing how much customers owe vs how much revenue is being generated each month will help the user's company point out areas for improvement with revenue collections. More information on account balances can be found in the Accounts Receivable section under Billing.

The Revenue by Service widget summarizes the amount of revenue generated by each service the user is providing in the given date range. This is very useful in quickly viewing which services are most popular and are generating the most revenue. the user can view more information in the 'Revenue by Service Type' report.

The Revenue by Month widget summarizes the revenue generated each month along with the total and average revenue of the chosen range. This will help to determine which months drive the most revenue and which ones are lagging behind the average, giving a general idea of where resources need to be allocated. the user can view more information about service revenue in the reports section of the billing area.

Use the Recurring Annual Revenue widget to know how much annual revenue is projected for each subscription type for the coming year. It does this by summarizing the revenue that comes in every year for the life of each subscription type.

Subscribed Meas. SF & LF, Completed Meas. SF & LF 

• The Subscribed Meas. SF widget 
• The Completed Meas. SF widget 
• The Subscribed Meas. LF widget 
• The Completed Meas. LF widget