This 2012 insight report from Trimble discusses future challenges of field service organizations through a comprehensive survey “aimed to discover how an increased strategic emphasis upon customer service was affecting field service operations.” It includes sections discussing the strategic importance of customer service, achieving service delivery excellence, the role of technology in delivering service excellence, managing the mobile workforce, mitigating risk, and the green agenda.
Good customer service is one of the – if not the single – most important part(s) of field service operations. Poor service can result in churn and lost revenue while good service increases customer satisfaction and retention. Service excellence has been the primary focus of many field service industry providers and this has led to customers expecting a higher level of service across the board. The growth of social networks combined with online rating sites and forums have allowed customers to share their experiences – both positive and negative – openly and quickly. The field service staff is the front line of the business and they play a critical role in customer retention and company reputation.
This report was commissioned by Trimble Field Service and conducted independently by Proteus Research to find out how service-based organizations are responding to these challenges. It notes, “The study identified some key areas that exemplify how organizations are adapting to the new service imperatives.”
Download this report below to read more.