February 20179 The results were shocking. Using the TSIA Field Services Benchmark as a proxy, the report found that profitable revenue growth remains elusive for a massive 76 percent of field organizations today.The Solution Given that 76 percent of field services organizations are struggling to get the all-important profitable revenue growth they so desperately need, trying to do more with less is a constant refrain. However, it's increasingly obvious that service providers must find new ways to utilize their existing workforce in ways that drive revenue. They must also find alternative ways to raise revenue and optimize their service delivery channel. So, what might that look like? The TSIA report identifies six field service trends that, going forward, warrant full attention:1. Business Transformation - Faced with new business models and new offer sets, field services organi-zations have to rethink how they measure success.2. Driving Customer Satisfaction - With product and service revenues declining at an accelerated rate, finding ways for the customer to spend more money with your organization is key to success.3. Extreme Automation - In order to take the next step in boosting produc-tivity and growing revenue, technol-ogy can be a great enabler. Not only can basic processes like appointment scheduling and route planning be au-tomated, but also analytics from con-nected products can provide insight into both customers, and field services organizations, including real-time per-formance dashboards and resource forecasting tools.4. Change SLA's - Field services organizations are aggressively searching for premium support offers that excite customers. Moving from `response time' SLAs to `resolution time' SLAs reflects the industry trend toward delivering customer outcomes.5. Embracing Adoption and Con-sumption Models - Field service en-gineers are an ideal resource to drive adoption and consumption models at a customer's location.6. Service Delivery Optimization - The mantra of doing more with less is prov-ing to be a relentless taskmaster. Field services organizations are continuing to pursue tactics that can reduce effort, labor, or both. Continuing the trend from 2015, shifting work to the most effective, lowest cost channel is a key cross-organizational task. Whilst the TSIA findings will, for many technology providers, be a lot to take on board, they shouldn't really come as a great surprise. The signs of real disruption to our industry have been there to see for some time, but now the need to take positive action is becoming much more urgent. We can regard the challenges with fear or we can be optimistic and recognize that this current, dynamic setting is the perfect opportunity to come together to deliver greater efficiency. This new environment is not one where we can fine tune the existing model; it requires us to invent a new one. We're interested to know where other field services organizations feel they sit and what steps they're taking to ensure they're not one of the `76 percenters'. It's time to exchange some ideas and really get the conversation started.Founded in 2002 in St Leonards, Australia, Best Technology Services is an engineering and implementation field services company. With more than 300 quality personnel, the company delivers streamlined end-to-end project management and provides consistent services for technology infrastructure. It's increasingly obvious that service providers must find new ways to utilize their existing workforce in ways that drive revenue
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