This morning I took a look at a great report from Aberdeen (Aberdeen Group Field Service 2011: Mobility and the Extension of the Service Enterprise)
Here are a few interesting stats gleaned fromt he report with some of my thoughts:
- Average workforce utilization is only 57%
This means your field service techs are idle or non-productive an average of 43% of the time. Statistically most companies report the majority of idle time is spent driving back and forth between the office or waiting for their next service appointment. The conclusion is field service solutions provide an opportunity to decrease fuel cost as well as increase work force utilization. - Companies that implemented mobile field service management solutions increased workforce utilization to 76%
That's a 19% jump in utilization. This is accomplished through better planning, better scheduling and ensuring the service tech has the information, tools and parts needed for every job. What would a 19% increase in utilization do to your bottom line? - Companies that implemented mobile field service solutions gained a higher first time fixed rate - 82% versus 65%.
This naturally leads to higher customer satisfaction rates. On the service side mobile field service solutions are enabling managers to assign the right technician, pre-load service vans with right parts, schedule service calls, etc.. An interesting note, in Aberdeen's report companies reported that 47% of the return visits are due to not having the right part on-hand.
I am seeing similar trends in my own business. One of my customers recently reported an 18% increase in their conversion rate from Estimate to Work Orders by using the "Call Back" feature in ZenTouch.
Field service management tools like ZenTouch provide access to information that enable service teams to improve work order assignment, lower operational costs, provide a better customer experience via reduction of repeat visits, provide real-time data for better communication between customers and the service desk and more. This doesn't even account for the impact direct integration with backend systems like QuickBooks or Sage are having on the accounting side of the business.
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