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October 19, 2012

Customer-Centric Approach - a Must for Field Service Managers

By Mini Swamy, TMCnet Contributor


Strange as it may sound, customer satisfaction, which should be a natural offshoot of any job, is today being seen as a means by which companies can differentiate themselves from their competitors. To say then that a company's existence depends entirely upon its customers is not entirely untrue for any day a customer-centric approach will almost certainly bear fruition.


This fact is highlighted in the report titled ‘The Road Ahead – The Future of Field Service Delivery,' which examines the issues that field-based organizations struggle with in today’s economy.

Although companies cry themselves hoarse about rising fuel prices , economic cuts and scaled down budgets, the greatest challenge that field service professionals face today is customer service. At least, that's what the survey, commissioned by Trimble (News - Alert) Field Service Management and conducted by Proteus, found.

According to the report, customer service was a top priority for businesses with a mobile workforce and scored even over cost cutting, but workforce productivity was also regarded as a pretty important factor.

When it comes to technical solutions, the fact that 72 percent have upgraded their workforce technology in the last year, and 43 percent plan to upgrade in the future, is enough to indicate that prima facie, companies do want to be prepared to meet customers' changing needs.

Driver safety gained in status and was accorded a higher priority than it received five years ago, attributable to changes in company policies, new legislation and rising insurance costs. In addition, it was also found that organizations invested in different programs to achieve service excellence.

Green initiatives were favored by the respondents and monitoring fuel usage was identified to be the way to reduce carbon emissions, reduce cost and contribute in an eco-friendly manner.

For the purpose of the survey, a hundred managers and directors of businesses based in the U.S. with field service departments across a variety of industries were interviewed by Proteus (News - Alert), an independent market research agency.

“The report confirms that enterprises are becoming increasingly customer-centric in the field services industry,” said Mark Forrest, general manager, field service management at Trimble.

Forrest stressed the need for organizations to adapt to meet changing service expectations as the number of customer touch points increase, and understand the positive impact that it would have on business.




Edited by Brooke Neuman



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