Ensuring Quality Customer Service
10 Steps to Improving Field Service in SMBs
In the competitive space of field service, small to mid-size service organizations (SMBs with less than 500 field technicians) are looking to ramp up their productivity and profitability in order to provide their customers with faster and more efficient service. In Aberdeen's Field Service 2011: Trends in Workforce Management Research (January 2011) two-thirds of the SMBs polled (n=206) sought to drive field service productivity and utilization as 62% stated that their customers were demanding improved service delivery. In addition, 54% of these smaller service organizations wanted to capitalize on retention to drive higher service revenue rates. Surprisingly, this growth in revenue was more of a concern for the SMBs as it was for larger service organizations.
The top performing SMBs responded to these market pressures with a strategic focus on overall workforce management, involving planning, scheduling and workforce engagement, to deploy the right workforce from a day-to-day service response perspective and from the perspective of a long-term service strategy.
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In Figure 1 (below), we find the most common strategic actions to improve field service performance. The Best-in-Class SMBs primarily focused on the automation of scheduling and mobile processes and developing better visibility into service information in order to improve productivity levels.
How Demand Metric Can Help
Are you in the market to improve your field service strategy? Take a look at these templates:
Customer-Centric Strategy Checklist
CRM Program Strategy Scorecard
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