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The balance between customer service, delivering the high CSAT scores that have become so crucial to modern field service management and simultaneously achieving operational efficiency that is able to drive service revenue forwards is a blance that is complex, nuanced and one that many field service managers and directors will be familiar with.
"As a field service organisation you are constantly trying to balance raising customer satisfaction levels and implementing operational efficiencies," commented Rachel Brennan, Outsystems.
"I'm sure some days you feel you can only ever achieve one or the other especially when you start bringing in additional challenges such as technician shortages, rising customer expectations and rising product complexity. But it is actually possible to do both," she explained.
Indeed, best-in-class service providers are actually driving 90% greater CSAT scores and 30% greater service revenue margins according to research from the Service Council.
"The road to best-in-class status is really understanding and catering to that fact that your business is unique and taking that across your people, processes and systems..."
So how do they achieve this?
"Well I can tell you one thing, it is definitely not by doing what everyone else is doing," Brennan explains.
"Everyone's field service business is unique and they will have found ways to make things work for their business. The road to best-in-class status is really understanding and catering to that fact that your business is unique and taking that across your people, processes and systems as well as tracking some leading indicators along the way."
"Customer satisfaction and operational efficiency are great KPIs but they are lagging indicators. By focussing on a leading indicator you can still influence these lagging indicators, and are able to do so before it is too late."
"For example, first-time-fix rate can have a major impact on many areas of your business including productivity, customer satisfaction and profitability."
"Focussing on first-time-fix rate really does tackle both the challenge of delivering operational efficiency and achieving customer satisfaction..."
Research from the Service Council shows that best-in-class organisations score 98.3% for first time fix rates compared to the average which is 77.8%.
If we were to take an example of a field service organisation whose cost for a truck roll is on average just $200 and they have 100,000 service visits each year. If they were operating on average first-time-fix rates that would equate to an incredible $4.4M additional costs per year and at least 22% of customers would be less than satisfied.
When we look at that same scenario but with best-in-class first-time-fix rates instead, the difference is staggering, with the additional costs being just $260K in additional expenses and only 1% of customers being unsatisfied.
"It really does go to show that focussing on first-time-fix rate really does tackle both the challenge of delivering operational efficiency and achieving customer satisfaction whilst adding some really nice bonuses such as increased profitability and customer loyalty," Brennan concludes.
Want to know more? There is a longer form video presentation on this topic available exclusively to fieldservicenews.com subscribers...
sponsored by:
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, Outsystems, who may contact you for legitimate business reasons to discuss the content of this content...
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