As the field service industry rapidly changes, there's an increasing amount of pressure on field service organizations to keep up with shifts in industry trends and best practices. Staying informed helps these organizations adapt their operations, workflows, and technologies, empowering them to better serve increasingly demanding customers while maximizing ROI.
What are Field Service Management Best Practices?
Field service management best practices are a set of professional procedures that are accepted as the standard way to conduct business in the field service industry due to their superior outcomes. However, as the field service industry experiences changes, these best practices are known to shift to adapt to the new best outcomes.
Staying Informed of Field Service Management Best Practices
Industry research is one of the best ways to stay informed of changing field service management best practices. Likewise, in this blog, we'll summarize the findings of the annual Strategies for Growth (SFG) Benchmark Surveys. Total responses for the Field Service Management Benchmark Survey were 419, of which 43, or just over 10%, are classified as utilizing Best Practices for Field Service Organizations (FSOs).
Based on these 43 companies selected in this SFG survey as “best-practice” organizations, the criteria for this achievement is defined as “organizations attaining 90% or higher customer satisfaction ratings, and 30% or greater services profitability.”
Top 3 Field Service Management Best Practices
- Nearly half of Best-Practice FSOs are adding, expanding, and/or refining the metrics, or KPIs, they use to measure service performance. This enables field service organizations to make data-driven decisions that fuel success.
- Over the next 12 months, more than three-quarters (81%) of Best-Practice FSOs will have invested in mobile tools to support their field technicians, and 61% will have integrated new technologies into existing field service operations.
- Field technicians are increasingly being provided with enhanced access to real-time data and information to support them in the field, as are customers through self-service customer portals (such as the ability to order parts or initiate service calls, and track the status of open calls).
All FSOs face many challenges; however, “Best-Practice” FSOs are better equipped to deal with them.
Implementing Best Practices with Field-Service Management Software
According to this same survey, Field-Service Management (FSM) technology is one of the primary reasons that these 43 FSOs are achieving best-practice status.
Discover how ServicePower's visionary Field Service Management Software can help your organization implement industry best practices all while maximizing time to ROI. Learn more.
ServicePower: June 08, 2023
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