In their recent report, State of Service Management: Forecast for 2010, the AberdeenGroup put forth a number of recommendations for service operation success.
Firms that have followed these recommendations have experienced marked increases in service productivity and customer satisfaction. These improvements in performance go right to their bottom line, with an average service profit margin of 34%. Below is a listing of some of the key strategies for field service success, paired with ways you put those recommendations into practice.
RECOMMENDATION #1
Conduct regular and frequent measurement of customer satisfaction as a tool for improving service performance.
This is the one key metric that must be improved to ensure any prospect of continues survival in an otherwise highly demanding service performance environment.
Capture service performance in real-time
A step beyond sending out an email or paper survey, Metrix provides the capability to administer a survey on-site at the customer location via a mobile device. Customizable, these surveys can be used to gather actionable data in real-time.
RECOMMENDATION #2
Offer multi-tiered Service Level Agreements and service contracts
SLA’s are not merely a means for administrating service contract paperwork – they are also a tool that may be used for multiple purposes, including generating a steadier stream of predictable service revenues and building a more profitable pricing model for maximizing the contribution if service the company’s bottom line over time.
Easily manage evergreen, self-renewing and tiered-service contracts
Many companies shy away from more complex contract offerings such as meter and self-renewing contracts because they are more complicated. With Metrix, you setup contract based on rules. These rules may define coverage types and response times, part and labor coverage as well as OEM warranty coverage. Contract rules can also define renewal terms, current and future contract pricing as well as contract entitlements. Simply define the rules, and the system takes care of the rest, creating a way to bolster revenues with minimal effort.
RECOMMENDATION #3
Develop stronger Business Intelligence/Analytics capabilities
Business Intelligence/Analytics are useful tools in supporting service organizations ranging from sharing of key service performance metrics, to tracking customer satisfaction, to tying individual compensation to overall service performance.
Insight into Action
From performance dashboards to reports with minute detail, Metrix Analytics provides you the information you need to make fast, accurate decisions..
RECOMMENDATION #4
Integrate real-time customer and product specific information with back office systems
Putting information in the hands of the technicians greatly increases first-time fix rate and shortens the service-to-cash cycle.
Get critical information anytime, anywhere
Metrix mobile enables real-time interaction between the technician in the field and the office. Through their mobile device a technician can:
- Receive schedule updates
- View customer contact information, SLA’s and service history
- Record work performed
- Track parts used
- Capture signatures
- Search knowledge management system for best practices information
Providing workers with the appropriate mobile tools for work order management as well as access to service knowledge allows real-time schedule adjustment, capture of service history and greatly increases productivity and first-time fix rate.