Best Practices Reports

When viewing the list of reports, you may see a few that say Best Practices in their name. For example, Best Practices by Fleet Report and Best Practices by Service Provider Report

The metrics provided in the Best Practices reports enable Service Providers and OEMs to review the performance of Service Advisors and locations over specific time periods. The outcomes of the Best Practices reports include:

Documented criteria for function-specific best practices.
The ability to easily highlight specific areas of success.

With benchmarking and best practices, you can:

Improve your quality.
Create reference points so you can set higher performance targets.
Easily see when stretched goals won’t be possible to achieve.
Strengthen your cost positions.
Explore more innovative approaches to operating and managing practices.
Accelerate culture changes by looking outward rather than focusing inward.
Increase your organization’s accountability by measuring performance and ensuring improvement relative to the leaders in the field as an ongoing process.

Insite has Best Practices reports by Service Provider, Service Advisor or month. The Best Practices by Month report is grouped by the month the case was created. Best Practices by Service Advisor reports are grouped by the user assigned to the case when it was created.

The table below further defines what each metric in the report measures.

	Metric	Description
Measures
1	Count of Cases	Sum all cases created within the specified date range.
2	Updated Mileage	Percentage of cases with mileage updated. The sum of cases with updated mileage divided by the sum of all cases created within the specified date range.
3	Driver Email Address	The sum of cases with a driver email address divided by by the sum of all cases created within the specified date range. Percentage of cases with the driver email address
4	Primary Contact Email Address	Percentage of cases with primary contact email address. This is the Primary Contact Email field that displays on the Breakdown (VMRS) screen
5	Primary Contact Email Address (Sum)	Sum of cases that contain a Primary Contact Email from the Breakdown (VMRS) screen
6	Case Level Complaint (Operator Report)	The Complaint code is a 2-digit Code Key 82 VMRS Complaint (Operator Report) Code for the case. This value represents the percentage of cases that use the VMRS coding for Complaint (Operator Report)
7	Case Level Complaint Description	Percentage of cases that contain a case level Complaint Description, which is the text description for Complaint (Operator Report) (code key 82). (Case)
8	Reason for Repair	Percentage of cases that use the VMRS coding for Reason for Repair, which is code key 14
9	Asset Checked In (Time Populated)	Percentage of cases that have the Asset Checked In time stamp populated
Case Communication
10	1 or More Estimate Versions	The percentage of cases that have one or more estimate versions. This metric is useful to measure the engagement between the fleet and provider as well as the workflow by the provider.
11	Avg. Estimate Versions Per Case	Average number of estimate versions per case with at least one estimate version.
12	1 or More External Service Location Note	Percentage of cases with one or more external service location notes. This metric is useful to measure the engagement between the fleet and provider.
13	Average External Service Location Notes Per Case (when present)	Average number of external service location notes for cases where the notes are present.
14	Attachments %	Percentage of cases that have attachments.
15	Attachments Per Case (when present)	Average number of attachments for cases with attachments
16	Count of Cases with First Note to Customer Timestamp populated	Sum of cases with a note to the customer
17	% Cases with First Note to Customer Timestamp populated	Percentage of cases that have a note sent to the customer
Status Management
18	Request Approval (Hold (auth))	Percentage of cases where the Repair Status was set to Hold (auth). The Request Approval timestamp represents when Repair Status was first set to Hold (Auth).
19	Asset Ready (Complete (here))	Percentage of cases where the Repair Status was set to Complete (here). The Asset Ready timestamp represents when Repair Status was first set to Complete (Here)
20	Asset in Service (Complete (gone))	Percentage of cases where the Repair Status was set to Complete (gone).
21	ETR Best Practice	Percentage of cases where the ETR (Estimate Time of Repair) is set.
22	ATR Best Practice	Percentage of cases where the ATR (Actual Time of Repair) is set.
23	Count of Closed Cases	Sum of closed cases
Case Activity
24	Inspection Performed (Average)	Percentage of cases with at least one completed inspection.
25	Workflow Greater Than or Equal to 1	Percentage of cases where the case was assigned to another user via the Workflow button at least once.
26	Average Workflow Per Case	Average times a case has been assigned to another user via the Workflow button.
27	Internal Notes Greater Than 1	Percentage of cases with one or more internal notes.
28	Average Internal Notes per Case (when present)	Average number of internal notes for cases where at least one internal note present.
29	Follow Up Time Greater Than 1	Percentage of cases where the Follow Up time was set more than one time.
30	Average Follow Up Times Set per Case (when present)	Average number of times Follow Up was set per case with Follow Up set at least once.
31	Average External Service Location Notes Per Case (when present)	Average number of external service location notes for cases where the notes are present.
Performance
32	Count of Fleet Requested Cases	Sum of cases where a fleet registered in the Decisiv application created the case.
33	Appointments (% of Cases with Appointments)	Percentage of cases with an appointment
34	Estimate vs. Invoice (% Eligible)	Percentage of cases with both estimate Total and Invoice Amount populated.
35	Estimate vs. Invoice (% Variance)	On cases with both Total and Invoice Amount populated, the average % variance when comparing Estimate Total to Invoice Amount.
Invoice Activity
37	Invoice $ Present	Percentage of cases where Invoice Amount is present
38	Invoice Date Present	Percentage of cases where Invoice Date is present
39	Invoice Number Present	Percentage of cases where Invoice Number is present
40	Count of Ro Number	Sum of cases with RO Number present.
41	Not Sold Labor Sum	Sum of the total cost of labor on all operations added to the case where the operation was not sold.
42	Not Sold Parts Sum	Sum of the total cost of parts on all operations added to the case where the operation was not sold.
43	Labor Total	Sum of the total labor cost on the case.
44	Part Total	Sum of the total part cost on a case.
45	% RO to Case	Percentage of cases with RO Number populated

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