You might think I am biased, but I truly believe that my Customer Success team has the best job. Why? Because that job allows us to participate in our client’s growth and success. Each day, we guide our clients to overcome all types of obstacles, ensuring they are getting everything they need from their field service solution. In fact, identifying these obstacles together, and supporting the client through their own individual maturity model is what ultimately makes the difference in their organisations.

To explain better: we work with clients who are at various stages of field service maturity. We use a well-established model which outlines five stages. By identifying a client’s current stage, we can more succinctly consult with clients on process improvements and activities that will progress them through the stages of maturity.

The stages start at basic, reactive business operations moving to more transformative business operations. The obstacles faced by these businesses are different; varying from lack of standard processes, poor change management, or inadequate technology. We focus on overcoming these obstacles, and the role that can play to advance an organisation to a market leader in their industry.

Wherever an organisation is in their field service maturity, what matters most is for the organisation to: map out a quick-path-to-value in their current stage of maturity, visualise where they want to be in the maturity model, and execute on operational changes that move the organisation to that goal.

The Right Fit Software
My team is greeted by many organisations that are “getting by” with existing technologies and processes. These technologies and processes are typically born from gaps in business processes as their business continues to grow. When technologies are deployed from necessity, organisations find themselves unable to scale; hampered by these disparate processes.

Although there are many factors that are involved in an organisation’s maturity stage, it is without question that the effectiveness of their technology is highly impactful. With technology as a cornerstone to success for an organisation’s maturity, organisations need to evaluate software based on the current state and the goal state for their business.


      "The effectiveness of their technology is highly impactful..."


This doesn’t mean to implement technology well beyond the organisation’s current field service maturity, making change management and success difficult to achieve. Rather, find software that stretches beyond the current maturity stage and that allows the organisation to evolve within the technology.

The Path to Success
A fundamental step to success is for field service leaders to invest time to map out the current state of their organisation, along with a clear vision of the goal state. They must ensure that the technology for which they invest can evolve and support the business through their own field service operational maturity.

Mapping out the current state of the organisation consists of three activities. First, carry out a need’s assessment with an honest evaluation of current inefficiencies in organisational processes. Then, evaluate how current technology could evolve to support organisational changes, and finally, take a critical look at the decision-making process of investing in new technology.

 

Making the Next Move
This exercise inevitably means greater knowledge of your business; its operations and areas that are preventing the organisation from increased growth or value. It is essential to identify,
document, and “well-circulate” the goal state of the organisation and the measurements that will be used by leaders to identify success in these metrics.

When tackling this, it can help by focusing on the business goal and work backwards from that point. For example, delivering added-value to customers is a priority for many organisations, so it is given that operational changes should support this, and technology developments should enable it. Therefore, starting with this end point will mean a greater understanding of how the business can deliver this customer value successfully and consistently and what that looks like.

Use What you Have
Mapping out your current state will also uncover if you are making the most of your current technology. An important part of my role is to ensure our team is helping clients get everything they need from the solution. This means all software releases are communicated and demonstrated through solutioning sessions. It means new users are fully trained, and advanced solutions on the platform are well implemented.

In the end, I advise organisations to seek guidance from software experts to help with the journey. Transformative technologies can be difficult to navigate and implement into an organisation’s business processes. Find a technology partner that well identifies your organisational maturity path and that will help evolve your field service maturity from concept to reality.

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