Magazine Article | January 22, 2015

Field Service Effectiveness Or The Field Service Experience: Which Is More Important?

Source: Field Technologies Magazine

By Sumair Dutta, chief customer officer, The Service Council, www.theservicecouncil.com, sd@theservicecouncil.com

Organizations are looking to differentiate via the field service experience.


Traditionally, field service performance was measured on metrics such as utilization, productivity, on-time arrival, SLA (service level agreement) compliance, and first-time fix. As organizations begin to look at field service representatives as ambassadors, they are considering the overall field service experience, and rightly so. The Service Council’s 2014 Field Service Survey reveals the top five reasons for field service customer complaints:

  1. Field service agent did not resolve task on the first visit.
  2. There was no visibility into the field service agent’s status.
  3. Cost of service visit was too high.
  4. Time to book an appointment was too long.
  5. Appointment window was too long.

VIEW THE MAGAZINE ARTICLE!
Signing up provides unlimited access to:
Signing up provides unlimited access to:
  • Trend and Leadership Articles
  • Case Studies
  • Extensive Product Database
  • Premium Content
HELLO. PLEASE LOG IN. X

Not yet a member of Field Technologies Online? Register today.

ACCOUNT SIGN UP X
Please fill in your account details
Login Information
I'm interested in newsletter subscriptions.
ACCOUNT SIGN UP

Subscriptions

Sign up for the newsletter that brings you the industry's latest news, technologies, trends and products.

You might also want to: