News | October 16, 2012

Customer Service Rated Top Concern Of Field Service Managers

Source: Trimble

Trimble Road Ahead Report Focuses on Challenges Facing Field Service Executives

Customer Satisfaction is the No. 1 Concern of Field Service Managers

Fuel prices and budget woes are no longer the top concerns of field service companies, according to a survey commissioned by Trimble Field Service Management. The No. 1 challenge facing field service professionals today is customer service.

The findings come from a report entitled ‘The Road Ahead – The Future of Field Service Delivery,’ which examines the issues field-based organizations struggle with in today’s economy. The survey was conducted by Proteus, an independent market research agency, and involved in-depth interviews with 100 managers and directors of businesses based in the U.S. with field service departments across a variety of industries including communications (phone, cable and satellite), utilities, trade (HVAC, plumbing and electrical) and waste management.

A key finding of the survey was that an emphasis on customer service is more important than cutting costs, with just 42 percent of respondents stating that reducing expenses is a goal, compared to 76 percent saying that customer satisfaction is the No. 1 concern.

Though customer service is the No. 1 issue for businesses with mobile workforces, the research also found that increasing workforce productivity was a high priority, which reflects the importance companies are placing on service and meeting customer expectations.

When it comes to technical solutions, 72 percent have upgraded their workforce technology in the last year, and 43 percent plan to upgrade in the future.

Another key finding was that 80 percent placed driver safety as a higher priority than it was five years ago. This could be attributed to changes in company policies, new legislation and rising insurance costs. About 60 percent of the respondents said they are using technology to help monitor and improve driver safety.

The survey also found that organizations are investing in different programs to achieve service excellence, such as customer feedback and safe driving initiatives.

Respondents rated green initiatives as important for social awareness and public image. When discussing eco-friendly initiatives, monitoring fuel usage was the favored way to reduce CO2 emissions and control costs.

“The report confirms that enterprises are becoming increasingly customer-centric in the field services industry,” said Mark Forrest, general manager of Trimble Field Service Management. In spite of concerns about fuel prices and operational costs, businesses realize the need to deliver the best service possible to stay ahead. There is no question that organizations must adapt to meet customers’ changing service expectations and understand the impact that this can have on the business, both from a financial and operational perspective. In addition, it is encouraging to see more companies embracing worker safety as an integral part of service excellence.”

For an advance copy of the Executive Summary and to sign up to receive ‘The Road Ahead - The Future of Field Service Delivery,’ report, visit:

About Trimble Field Service Management

Trimble’s Field Service Management Division provides visibility into field and fleet operations so businesses can streamline efficiency and increase productivity. The Field Service Management suite includes fleet management, work management and scheduling, worker safety and mobility solutions that transform the effectiveness of work, workers and assets in the field. The cloud-based portfolio allows Trimble to offer customers industry-specific, enterprise-level solutions for exceptional performance and ease of use.

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About Trimble

Trimble applies technology to make field and mobile workers in businesses and government significantly more productive. Solutions are focused on applications requiring position or location—including surveying, construction, agriculture, fleet and asset management, public safety and mapping. In addition to utilizing positioning technologies, such as GPS, lasers and optics, Trimble solutions may include software content specific to the needs of the user. Wireless technologies are utilized to deliver the solution to the user and to ensure a tight coupling of the field and the back office. Founded in 1978, Trimble is headquartered in Sunnyvale, Calif.

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Source: Trimble