Reviewing Field Service Strategy: Aligning Focus and Execution
Service organizations are now increasingly focused on customer satisfaction and revenue. Therefore field organizations need to begin to identify how they can support better resolution rates and improve revenue opportunities with current resources. The first step is to review current field processes and identify areas of improvement when it comes to key performance areas across the board.
In this paper, The Service Council examines research conducted in March of 2014 which polled 260 organizations globally about their field service processes to gauge potential areas of improvement and enhancement for these organizations. This data was supplemented with field service research conducted by TSC in October 2013 (232 organizations).
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