Gaining Visibility Of The Contracted Field Service Workforce Integrating The Third-Party Service Workforce

Modern field service management solutions can seamlessly integrate internal and third-party technicians and contractors.

Manufacturers’, retailers’ and field service organizations’ reliance on outside contractors or third-party service providers to fulfill their field service activities has steadily increased for a variety of reasons. Contractors help companies reduce labor costs and expand more easily into new geographic areas or service offerings. Contractors can also help companies expand their technical expertise or service capacity. According to Aberdeen Group’s Field Service 2013: Workforce Management Guide, 64% of surveyed field service companies reported using third-party technicians for at least some portion of their daily tasks.

The savings achieved through outsourcing can be significant, depending on the industry and the outsourcing strategy. What often goes unrecognized, though, is that there is also a cost to the company that owns the customer relationship in terms of visibility and control of the service experience.

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