Throughout the field service industry, you need to make sure that you are staying on top of business operations. Team management may be making a variety of mistakes that are costing you big. Regardless of how small or large your operations are, you need to know about the various mistakes that occur and how they can be avoided in the future.
The transformation of businesses is yielding results for ServicePower customers. In 2016, ServicePower achieved double digit revenue growth, became EBITDA profitable, and went private. This is due based on our success in using our technology and managed services to begin or accelerate the business results for our customers.
Field based businesses are facing challenges and transformation, in addition to recognizing that customer services, productivity, and revenue growth are paramount. The focus has changed from being about meeting an SLA, to focusing more about that as a “given” and instead prioritizing the embrace of new technology, improving customer service / experience, and improving the profitability and trusted advisor aspects of the technician. We are also seeing the acceleration of customers looking to ServicePower’s experience in managing the internal and extended work to help them to either build a branded service (internal workforce) or help them to build out the capabilities to credential, rank and manage an extended workforce, as well as use real time status updating and location awareness to offer “uber-like” capabilities if a technician has slack time in his or her schedule.
The Internet of Things (IoT) is continues to be a very high impact emerging technology in field service operations. According to Field Service News, talk of IoT has just superseded talk of big data at the top of the what's new talk agenda among field service managers and pundits. In a survey last year, a majority (76 percent) of field service managers stated they thought IoT would become "a fundamental part of field service operations" and even that IoT "is critical to any field services operations...."
The field service industry is an amalgam of unique businesses and as such requires the merging and coordination of a range of business strategies, metrics, and coordination strategies. If you dissect field service businesses into their component parts you'll find:
- Technical support.
- Trucking, transport and delivery with associated logistics.
- Customer service.
- Supply management and warehousing.
- Lone worker dynamics.