Each year, Strategies For Growth (SFG) conducts a series of Benchmark Surveys among its outreach community of more than 29,000 global services professionals. Total responses for the 2017 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.”
Key takeaways from the “Best-Practices” data culled from SFG’s Survey:
- Nearly half of Best-Practice FSOs are adding, expanding and/or refining the metrics, or KPIs, they use to measure service performance
- 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 Web-enabled self-help capabilities (such as the ability to order parts or initiate service calls, and track the status of open calls).
Benefits of Field-Service Management Software
According to this same survey, Field-Service Management (FSM) technology is one of the primary reasons that these 43 FSO’s are achieving best-practice status. This infographic displays the common results that FSO’s can expect to achieve, utilizing FSM technology.
For more information on FSM technology, visit www.servicepower.com