Editor’s note: The following is an excerpt from ServiceMax VP of Global Customer Transformation Patrice Eberline’s new e-book, “A Diamond in the Rough: Unleashing the Power of Field Service Transformation.” In the e-book, Eberline outlines the strategies field service leaders need to run a modern — and profitable — service organization. FSD readers can now download a free copy.
Modern field service companies are becoming more to their organizations than just support arms with a traditional cost containment mentality. For these service organizations, the tide has turned and the focus is now on a broader range of contribution opportunities.
Today CEOs are asking field service leaders to be innovative, find new ways to increase revenue, improve technicians’ productivity, and raise customer loyalty scores. Across industries and verticals, executive teams are finding that as customers become more and more savvy and our business environment more social and communicative, the customer experience — which sits at the heart of field service organizations — is and will continue to be more and more important.
So what does this all mean? It underscores that field service has stepped out of the spotlight and into the limelight. Service is now taken seriously and is finally being given the respect it deserves. With a well-earned seat at the strategy table, the purse strings are starting to relax as well, and the ability to invest in updated tools and systems is starting to be seen as not only prudent, but required in order to effectively compete in today’s global market.
… field service has stepped out of the spotlight and into the limelight. Service is now taken seriously and is finally being given the respect it deserves.
It is therefore high time that we re-examine our existing systems, and evaluate (and invest in) updated technologies and tools that will allow service teams to provide best-in-class service to customers. It will also help to further company revenue goals and continue to generate loyalty stats that show clear benefit and differentiation in the marketplace.
In today’s environment of fierce “improve or get left behind” competition, service can make the difference in your company’s ability to become a market leader. Whatever your situation, size or vertical, you are now in a position to really evaluate field management tools against true field service needs, with your drivers, your goals and, indeed, your future strategy.
To read more, download your free copy of “A Diamond in the Rough: Unleashing the Power of Field Service Transformation.”