Trimble Field Service Management Transforming Your World of Work
TRANSFORMING SERVICE DELIVERY: A SUMMARYCaroline Pennington
KEY GENERAL FINDINGS
Most common customer complaint is when a technician does not resolve the issue first time. This may be due to not having the right parts, tools, skills or enough time.
75%
1/3service operations; 56% believe that ease of use for employees is the most important element with new technology
of all service calls require a visit, 50% of field visits require a service part
57%
73% consider adequate training as the main
challenge when rolling out changes that affect a
mobile workforce
The biggest area of concern for those in field service is
workforce management
71%
86% intend to invest in technology to improve their field
of respondents use customer
satisfaction as the main metric to measure the performance of their field service organisation
considered being able to make real-time decisions based on the information received as the main priority for managing field based operations
regard reliability of information to be the main concern with using field data
20%
from field service data to do their job successfully
believe they get the information they need from
Some of the key trends we are seeing:
• COST • PROFIT-DRIVEN
ANALYTICS
• LEVERAGE OF MOBILE APPS
• INCREASED M2M• CLOUD-DRIVEN TRANSFORMATIONS
• CUSTOMER INSIGHT• TRUST & REPUTATION
• COLLABORATION• LEADERSHIP
• EMERGENCE OF A NEW WORKER
• THE SKILLS AGENDA
• ENHANCED SERVICE EXCELLENCE
• PERFORMANCE AS A PRIORITY
FUTURE TRENDS
Trimble Field Service Management Transforming Your World of Work
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