By Brian Albright, Field Technologies
Field service management tools can help manage third-party service providers, while ensuring customer service levels.
Field service organizations are turning to outsourcing more frequently in order to meet increasing demand and increased competition. According to Aberdeen Group’s Field Service 2013: Workforce Management Guide, 21 percent of best-in-class companies cited outsourcing to a third-party workforce as a top strategy, and 64 percent of respondents reported using third-party technicians to complete at least some of their work. However, managing a third-party provider and ensuring consistent service quality can be a challenge — unless you are able to apply the right kind of service management technology.