Using Subcontractors In Field Service Without Losing Control
Submitted by Verisae
Field service organizations are under pressure to deliver exceptional service.
One popular strategy to meet customer needs and fluctuations in demand is the use of subcontractors. In fact, Aberdeen Group1 reports that 64% of its survey respondents used subcontractors to “at least complete some percentage of daily field service tasks”.
When implementing this strategy, field service organizations may fear that they’re losing control or may feel that once the work is outsourced, it’s out of their hands.
But field service organizations must remember that they’re outsourcing the work, not the management of that work. You need to put tools in place, so you don’t lose control. You need to plan for future demand – forecasting the workload can lead to better decisions about when to outsource. And enabling visibility into all field resources – both in-house and outsourced – helps maintain service quality. To meet customer expectations, field service organizations must take strategic actions throughout the service process, no matter who’s doing the work.
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