Key performance indicators — Field Service Management | Lena
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Field service management Dispatch, execute and track live work — online or offline. Overview →
Field team managementPerformance, timing and location for every team in one view — with schedules you can update as the day changes. Form & survey managementCustom forms per unit and team, conditional questions, twenty-plus answer types and evidence attached on site. Work order managementCreate, schedule and assign work orders in a few clicks — recurring or spontaneous, with SLA tracking on every job. Asset managementEquipment registry, maintenance history, breakdown alerts and recurring maintenance orders across every unit. DispatchAuto-assign jobs by skill, certification, geolocation and SLA risk, so the closest qualified crew always wins. Automatic report generatorForm data processed into reports on the fly, filtered in place and shared in any format. Key performance indicatorsVisit scoring, conversion timing, form duration and route economics — the numbers that decide efficiency. Heat mapOperational data visualised regionally and by unit, so patterns emerge while they still matter. Risk & scoring managementAudit-driven risk visibility with automatic action when an answer puts worker safety at stake. Mobile appOffline-capable app with photo capture, voice-to-work-order and sign-off in under thirty seconds.
Workflow management Your own flows, rules, approvals and preventive plans. Overview →
Work order managementRequests routed automatically, every step tracked, every completion provable. Operational managementEvery operational activity on one platform, from an oil change to a new build. Asset & equipment managementAcquisition to disposal in one record — scan a QR code and the full history is there. Preventive maintenance managementRecurring and condition-triggered maintenance orders that close and classify themselves. Rule managementProcesses customised to your business culture, with roles and permissions that protect the data. Dynamic scenariosDifferent flows for contractors and in-house teams, adapted the moment the process changes. Vendor & contractor managementContacts, contracts and agreements in one place, with cost overrun alerts on the way. Reports & analysisCustom analyses and charts against your KPIs, delivered periodically without anyone building them. ApprovalsMulti-step approvals on mobile, with limits and delegation set per role. EscalationsAutomatic escalation when an SLA is at risk — the right person, channel and moment.
Vendor accreditation Qualified, insured contractors on every site. Overview →
IntakeOnboard a new contractor in hours, not weeks: digital forms, auto-validation, instant SLA contract. CertificationsTrack every certification, expiry and renewal. Crews with expired credentials are blocked from jobs automatically. InsuranceInsurance certificates tracked, expiries flagged, renewals chased — no more spreadsheet fire-drills. SLA scoringAuto-score every contractor on on-time, first-time-fix and safety, then rank and tier your network. SafetyToolbox talks, PPE checks and incident reports logged from the field, audit-ready in one click. Audit trailEvery action timestamped and attributable — regulator-ready logs out of the box. PaymentsLink SLA performance to payable hours, so nobody pays for jobs that missed the window. Contractor mobile appContractors receive jobs, capture evidence and submit sign-off from the Lena app, even on patchy 4G.

Key performance indicators

Get instant access to the data that raises efficiency, from visit scoring to route economics.

Book a demo → All field service modules

QUALITY

Standardised service quality

  • ✓ Location and task information for every team and unit is available instantly.
  • ✓ Field employee performance is measured, so motivation and productivity have a baseline.
  • ✓ Visit scoring holds a live view of service quality, so improvements are made where they change the customer’s experience.
Lena LIVE · 12s AGO

Dispatch board

Pump inspectionSLA 2h
Dispenser faultAt risk
Tank calibrationDone

AUTO-ASSIGNED BY SKILL · GEO · SLA

SALES & AUDITS

Real-time visibility in sales and audits

  • ✓ See the rate and the time it takes representatives to turn leads into loyal customers, and the path worth following.
  • ✓ Track how long audit forms take and which question consumes the most time, then improve the form with the data.
  • ✓ The average number of visits per employee per day shows what it takes to finish more work in the same day.

PLANNING

Correct workforce planning

  • ✓ See how many field workers a planning team schedules per day, the time it takes and how often the calendar is updated.
  • ✓ Kilometres travelled and journey duration improve route planning — so labour and fuel are both spent well.

The rest of field service management

Modules share the same records, so you can start with one and add the others without a migration.

Field team managementPerformance, timing and location for every team in one view — with schedules you can update as the day changes. Form & survey managementCustom forms per unit and team, conditional questions, twenty-plus answer types and evidence attached on site. Asset managementEquipment registry, maintenance history, breakdown alerts and recurring maintenance orders across every unit. Automatic report generatorForm data processed into reports on the fly, filtered in place and shared in any format. Work order managementCreate, schedule and assign work orders in a few clicks — recurring or spontaneous, with SLA tracking on every job. Heat mapOperational data visualised regionally and by unit, so patterns emerge while they still matter. Risk & scoring managementAudit-driven risk visibility with automatic action when an answer puts worker safety at stake. DispatchAuto-assign jobs by skill, certification, geolocation and SLA risk, so the closest qualified crew always wins. Mobile appOffline-capable app with photo capture, voice-to-work-order and sign-off in under thirty seconds.

Manage anytime, anywhere.

Easily manage your field teams with Lena’s mobile applications. Thirty minutes with an engineer shows you how it runs on your own sites.

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