By Aly Pinder, Jr., sr. research analyst for service management, Aberdeen Group, www.aberdeen.com
Making strides in these four focus areas will help ensure you don’t fall behind the competition.
Customers expect more than ever, and increased competition is compelling organizations to focus on service to differentiate and stay profitable. However, another concern which is a major challenge is how to differentiate. Organizations can’t just throw more dollars at the problem. A third of organizations sampled find that there is a lack of a skilled workforce available. The field team is not only the arm that executes the service promise to customers, it is also the face of the organization. Can organizations afford, in this time of increased expectations and competition, to fall behind with a less than stellar field service team? Falling behind the competition is not acceptable.