3 Ways to Amplify the Strategic Role of Field Service Today
New insights reveal how organizations are accelerating the strategic role of field service management.
The strategic role of field service is not only here to stay — it’s become a critical function for organizations. Even in the middle of a pandemic, two-thirds of consumers said they still want — and prefer — in-person service.
Today, 80% of decision makers at organizations with field service say that it is a key part of their overall strategy. Customers are leaning on field service to help them navigate changing circumstances. At the same time, companies now view field service as a business-critical function that protects and builds revenue.
For the fourth edition of our "State of Service" report, we learned how field service teams adapted their organizations to support customers throughout the pandemic. They prioritized technology to ensure service continuity, from offering virtual visit options to optimizing site visits with automation. They adopted new requirements to keep everyone safe. And they relied on mobile workers for more than reactive maintenance; mobile workers now play a proactive role in driving revenue and improving customer retention.
To fulfill this strategic role, it’s more important than ever for field service to be connected with the broader organization. Access to data across the organization is essential to deliver the best customer experiences while remaining agile to changing circumstances.
Based on insights from over 4,000 global field service decision makers and professionals, we’ve uncovered the top three areas of opportunity to help you amplify the strategic role of field service in your organization.
Three ways to amplify field service management in your organization
1. Drive innovation with the right field service management
2. Prioritize the safety of your customers and your mobile workforce
Mobile Workers Who Say Their Employers Have Provided the Following During the Pandemic:
3. Elevate the role of the mobile worker to revenue protector
“The right tools, technology, and training make all the difference to set mobile workers up for success as they cater to a customer’s immediate needs while identifying new revenue opportunities. ”