4 Transformations Driving Field Service Harmonization
The new year is just beginning, and it is the time to make new strategic resolutions — is your field service system-ready for 2019 and beyond? There is change in the air to shape service success!
Change for the better — moving away from field service silos
The world of field service is ready for change, from traditional silos to harmonization across the organization, according to a recent research and survey by Service Council. Over 150 service leaders worldwide from large medium and small organizations shared their challenges and forward-looking views. And, that helped Service Council identify major new transformations that are driving the change, as well as new technologies that are shaping the future of field service.
As a service leader, you now have the solutions to convert the traditional cost-profit tradeoffs and low customer satisfaction problems into an opportunity. What does it take to make this turnaround for a better service organization of tomorrow?
Transformation starts with customer expectations and ends with customer service delivery
The survey results from Service Council show four transformations are driving the change — involving the end customer, the company’s IT infrastructure, the field workforce, and service delivery. The transformations are easy to comprehend, but nevertheless complex enough to cause a blind spot, for organizations obliviously navigating the changing world of Field Service.
Transformation #1: Customers have raised the bar on expectations
More than half of the respondents, or about 58%, believe that customer expectations are their biggest challenge. Customers today are used to an omnichannel responsive experience, tech-savvy and demanding as well, raising the bar on service satisfaction.
From an organizational standpoint, that means relevant data should be available and accessible whenever and wherever it is needed in the enterprise, so that fast response times are possible whether the customer is using self-service or field service.
Transformation #2: Organizations increasingly adopt IT consolidation & collaboration
Unsurprisingly, nearly half of the companies responding to the survey are embracing digital transformation. They are focused on cross-organization collaboration and consolidating their IT Infrastructure. Most importantly, they are identifying their original silo-ed systems and isolated departments and replacing with a more unified model of data access systems and harmonized processes.
Nearly 50% also feel the current IT systems are limiting integration of direct field data, and 61% of companies plan to increase investment in field service technology. A gamut of technologies such as Cloud computing, Artificial intelligence, Internet of Things and Augmented Reality are available today that address challenges in different areas of service in a cost-effective and sustainable way.
Transformation #3: People in field service are now different in experience, expertise and operating style
Around 33% of Service leaders have identified challenges with field service workforce engagement. The field service workforce is changing from a wise, retiring age-group to the quick-to-learn tech-savvy Gen-Z population.
What is the best way to transfer all the wisdom from seniors to juniors? How to best match the learning and operating style of the mobile-centric workforce? More than 40% of respondents plan to invest more in workforce training initiatives and increasing collaboration of field service with other parts of the organization.
Transformation #4: Performance matters all the way to service delivery
Lastly, service delivery is transforming through new ways, including apps that can handle scheduling, tracking and real-time invoicing, and customers expecting channels such as self-service, knowledge portals on top of field service.
Predictive alerts and proactive service are now possible with artificial intelligence, Internet of things and knowledge management. Around 53% of respondents want a first-time fix as a top metric. Response times are also high on the KPI metrics — service leaders would like to track performance rather than just resolution.
Technology accelerates and optimizes transformations for service success
Technology makes every transformation mentioned above possible, effective and efficient. So, the bottom-line questions to drive your strategic resolution:
· Have you identified field service silos and are ready to make relevant customer data available across your organization?
· Is your organization embracing the digital transformation and consolidation of IT infrastructure?
· Are you making investments to your field workforce, so they are trained, engaged and motivated?
· Do you have a predictive and proactive service delivery channel that ensures first-time fix and fast response time?
If your answers are in the affirmative, then you are ready turn your field service system into a profit center and drive higher customer satisfaction ratings.
Learn more about Service Council’s recent research and survey, on what service leaders are thinking about the transformations impacting field service systems. Watch the on-demand webinar recording and read the whitepaper, both available through this link.
