The ability for the field service organization to operate efficiently has, rightly so, allowed for decreased costs to deliver very high levels of support. Many organizations have moved from paper-based processes where technicians had daily or weekly schedules to near or fully-optimized schedules which are updated in real-time based on current customer demand for service. This evolution has clearly helped the service organization become more profitable, by having technicians turn more wrenches in a given day while also ensuring that more customers had their problems resolved. But what about the technicians themselves? Has this transition improved their day?
Top performing organizations found three key ways to ensure that technicians were valued, engaged, and driven to help deliver exceptional service for customers:
- Choose the right incentives for a changing technician.
- Trust that your technicians can find the proper use for social.
- Train the future of field service before you get left behind.
To learn more read the full post on field service workforce management.
Aly Pinder Jr
Research Analyst
Service Management
aly.pinder@aberdeen.com or @Aberdeen_CSO
