The Evolution of Enterprise Field Service Operations

Enterprises Embracing On-Demand Workforce to Drive Growth in a Hyper-Responsive Service World

[Excerpted from the SFG℠ White Paper of the same name, sponsored by Work Market.]

Historically, Field Service Organizations (FSOs) within enterprises had a relatively easy time dealing with the staffing and management of their own field service workforce – basically, they recruited, hired, trained and placed their service technicians in strategic locations situated within a city, throughout the region, and across the country.

However, in the last several years, the field services market has grown ultra-competitive. Increasing customer expectations, pricing pressures and growing talent shortages mean enterprises are facing a perfect storm. They must find new ways to adapt in a rapidly evolving market or succumb to being left behind. And this is especially true for enterprises that are supporting a large installed base of equipment, comprised of a large variety of products, distributed in multiple geographic locations.

Historically, almost every major platform, device or piece of equipment had its own set of metrics, or Key Performance Indicators (KPIs). It was by these KPIs that services organizations – and their field technicians – could track their performance over time to ensure that the customer’s equipment was always running as smoothly and efficiently as possible – and with as little downtime as possible.

Equipment performance was optimized, for the most part, by strict adherence to a periodic schedule of both routine and preventive maintenance. KPIs such as MTBF (i.e., Mean Time Between Failures) and MTTR (i.e., Mean Time To Repair) were the two most commonly used metrics in an age when equipment typically failed up to several times a year.

Fast forward to today. The field services landscape has changed quite dramatically – largely as a result of the introduction of new and improved technologies, an intensely demanding and volatile market economy, and an increased emphasis on technician skills, training and certifications. For these reasons, many enterprises and original equipment manufacturers (OEMs) now find themselves either overwhelmed by the demands typically associated with the recruiting, training, on-boarding, managing – and paying for – their respective field service technicians. Others have decided to get out of the direct business of performing services themselves – even on their own equipment.

[Click here to read the entire white paper, compliments of Work Market, the company that provides an end-to-end Workforce Solution to help organizations manage their freelance workstream.]

[Click here to register for our July 29, 2015 Webcast on the same topic, also compliments of Work Market.]

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The Internet of Things (IoT) Is Here to Bring Smarter Technologies to Your Organization!

 

The Internet of Things (IoT) is not a new “thing” in and of itself, but rather a pervasive resource that may be used to help run your company’s business. What it does is empower you to leverage all of the tools and resources that had previously been available to you; combine them with newer Web-enabled tools, technologies and resources; and help you manage your services organization in real time.

The explosion of practical – and affordable – Cloud technology has made the IoT even more important with respect to its ability to support all things service, mainly due to its ability to offer the same levels of support to any and all services organizations, regardless of type, size, vertical or geographic coverage.

In fact, the results from Strategies For Growth’s (SFG) 2014 Field Service Management Benchmark Survey clearly show that the global business community is experiencing a “sea change” in the way services are being packaged, delivered, utilized, monitored and managed, and that services organizations prefer Cloud-based delivery by a margin of nearly three-to-one – and growing!

When you think about it, your company is in business for three main reasons: first, to Mobilize your products, services and acquired knowledge to, in turn, enable your customers to discover, select, use and share your products and services by providing relevant information, at just the right time.

Second, and possibly even more important in today’s world, is the ability to Transform the customer experience, i.e., to make it better by simplifying customer interactions and delivering better value and utility throughout the entire customer experience lifecycle.

And, third, relating directly to the bottom line, Monetizing the opportunities for growing revenue and profitability through meaningful metrics, like realizing higher revenue per customer by reducing churn, increasing repeat purchases, and growing incremental sales of related products and services.

However there are many other aspects to also consider within each of the components of Mobilize, Transform and Monetize; namely,

  • Offering customers an enhanced ability to effectively connect, engage and help them on a personalized basis, wherever they are, whatever they’re doing, and with the end result of delivering a personalized and optimized customer experience.
  • Personalizing and socializing every customer touch-point to delight customers by saving them time, money and effort; making customer engagement fun and rewarding, using proven gamification models such as points, leader boards, and badges; and increasing customer conversion, loyalty, referenceability and retention ratings through a customer-centric approach.
  • Up-selling, cross-selling and re-selling products and services utilizing the knowledge gained from capturing these customer insights; and realizing greater Customer Lifetime Value (CLV) for your existing customer base, while lowering the cost of customer acquisition via better customer ratings, reviews and advocacy.

This is where the IoT comes in – as the facilitator to the ability of the organization to connect, engage and help customers, resulting ultimately in a more effective way to acquire, delight and retain customers.

[Click here to read the entire article, compliments of m-ize, the company that directly connects customers and extended enterprise with brands, enabling easier access to products, knowledge, and services.]