By Aly Pinder, Jr., sr. research analyst, Aberdeen Group, www.aberdeen.com
As field service takes on a more important role, leaders are relying less on gut-feel and looking more at the cold, hard facts.
Not too long ago, the service team was solely tasked with being efficient and turning more wrenches today as compared to yesterday. The path to success meant field service managers had to cut costs on all fronts and meet that ever-elusive 2-, 4-, or 8-hour service window.
This picture is that of a bygone era. In 2016, field service delivers value to customers, profits to the top line, and differentiation from the competition. And all of this is led by a formidable crop of service leaders or CSOs who are establishing a clear strategy for the future of service within organizations, many of which were traditionally product-focused. But this transition isn’t without some hiccups.