Ongoing labor shortages and changes in seasonal demand mean that to keep field service organizations profitable, it has become essential to have a flexible workforce strategy. Many businesses are now reliant on third-party workforces, with as much as 44% of workforce spend going to external contractors.
That’s a significant investment into a resource that many still voice concerns around—namely the limited visibility and control a business has with contract workers and the fear of negative business and customer outcomes if the workforce isn’t managed properly. Here, Sarah Nicastro, VP of Customer Engagement at IFS and Creator of Future of Field Service, explains how field service organizations can use cloud-based FSM to manage their subcontractor workforces more effectively with a focus on ensuring consistent CX while remaining flexible to market demand.
Subcontractors play a vital role within many service organizations. They can supplement existing workforces to accommodate time-sensitive projects, provide coverage in low-density regions, and fill the worker gap left by the global skills shortage. Subcontractors provide service organizations flexibility to scale operations up or down depending on shifts in market demands.