New Research Provides Insight into How Field Service Technicians Are Helping To Fuel Growth
LONDON, U.K. – 24 September 2014 - The transformation of European field service organisations from cost centres to profit centres has already begun, according to new research from World Business Research (WBR) and ServiceMax, the field service management solution for a new era of business. More than 66 per cent of European companies surveyed now view their field service departments as a profit centre, with 44 per cent of company executives now viewing their field technicians as qualified lead generators.
WBR’s 2014 European Services & Trends Report surveyed 110 European executives from cross industry, cross-vertical service and manufacturing companies. Twenty six per cent of companies are already incentivising their field service technicians to sell during this fiscal year, and a further 28 per cent have strategic timeframes in place to do so within the next two to five years.
“Whilst top line revenue growth has been challenging in context of the global recession, CEOs are realising the hidden gems within their organisations – service. Field service is only just now starting to be recognised as a major growth engine for companies,” said Spencer Earp, Vice President EMEA, ServiceMax.
Cloud-based field service management tools are enabling technicians in the field to do work-orders, request parts, schedule site visits, refer to manuals and take payments on a tablet using real time data. Customer relationship management systems pick up the information and ensure customers receive future communications, advice, updates and education.
According to the WBR research, 43 per cent of companies surveyed are also diversifying their business strategy to fuel growth, including opening up cross-sell and upsell opportunities through field technicians, servicing competitive products, and delivering high margin business opportunities.
“Service techs are the ‘trusted advisors’ and face of the company in the field,” added Earp. “They are a very powerful - and until now an under utilised resource - in driving additional value both to the customer and the organisation they represent. Service companies are now starting to empower this section of their workforce, which is also being fuelled by market acceptance of smartphones and tablets, as well as the consumer expectations of the digitally focused next generation.”
There are more than fifteen million field service technicians worldwide, yet today there’s no standard technology for managing the way companies of all types and stripes empower them to truly delight their customers in the field. ServiceMax is rethinking field service and delivering on the promise of cloud and mobile software, powering a new era of field service experiences for their customers’ customers. The impact of ServiceMax is simple: lower costs, greater efficiency, happier customers; all while increasing revenue. ServiceMax has helped customers on average increase productivity through mobile by 26 percent, service revenue by 22 percent, and customer satisfaction by 15 percent. ServiceMax customers include large enterprises such as Tyco, Coca-Cola Enterprises, and Elekta, and smaller businesses like McKinley Equipment and Kinetico. Based in Pleasanton, California, they are a company of innovators, thinkers and doers who care passionately about changing the world of field service. To learn more, please visit www.ServiceMax.com.
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