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Field Service 2011: Key Trends in Workforce Management
Aberdeen Group, Feb 2011, Pages: 37
The continued focus on field service excellence by service organizations is warranted as Aberdeen's recent survey data of over 300 organizations in December 2010 and January 2011 reflects that 58% of incoming service requests ultimately require a field dispatch of sorts. Given that these field agents are quite often the only representatives of the organization that actually visit the customer, especially after the sale of the product, their ability to provide desired or better support in a timely manner goes a long way in setting customer perceptions of the service organization's aptitude.
Key report benefits:
- Increase Project Completion
- Improve Productivity
- Grow Service Revenue
In December 2010 and January 2011, Aberdeen Group surveyed over 300 service professionals. Those defined as Best-in-Class exhibited the following:
- 93% current performance in customer retention (77% for all others) and a 11% increase in service revenue over the previous 12 months
- 74% level of workforce utilization (60% for all others) and a 9% increase in workforce productivity over the previous 12 months
- 91% compliance with stated response or project completion times (74% for all others)
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