Field service has rapidly evolved into a critical revenue center in many industries that formerly relied on new product sales for profits. Service organizations are in the midst of a business model transition in terms of how they deliver service, interact with customers, and develop new lines of revenue. Legacy operational models may no longer be sufficient to meet customer demands, remain competitive, or deliver the margins upper management expects to see.
Service organizations will face a number of challenges in the next several years, but by planning for and addressing these areas now; they can improve their competitive positions and position themselves to take advantage of new revenue opportunities in the future.
Astea and the Technology Services Industry Association (TSIA) have identified six primary areas that service organizations should focus on in order to be successful over the next year (and beyond).
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