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What drives your business? What determines your firm’s success financially? If your customers and their happiness isn’t the first thing that comes to mind, I have to recommend you re-evaluate your business.

Service, and specifically field service, is a customer-focused function now more so than ever. Each aspect of the service operation demands a new found adherence to the impact it has on the relationship with the customer.

Customers hold the keys to recurring revenue, referrals to new business, and up-sell opportunities. This opportunity has made service organizations ensure that no matter the volume of service requests at a given time, quality service could be provided to customers. This has led to the emergence of organizations leveraging contractors or third party field service technicians to fill any gaps in service. Aberdeen’s recent Contractor Management: Drive Performance with a Third-Party Field Service Team report (March 2015) highlighted that organizations were looking to contractors to help beat back competition, bolster margins, and meet changing customer dynamics. But this doesn’t mean that just hiring a contractor will solve all your problems. There are some challenges, but top performers have figured out how to excel at delivering exceptional service with a hybrid workforce which incorporates third party technicians.

Have you incorporated contractors into your field service team? Is your team afraid of losing control of service quality? Are you overwhelmed by fluctuations in service demand? To learn more about the latest trends in contractor management, read the full report here.

Aly Pinder Jr
Senior Research Analyst
Service Management
aly.pinder@aberdeen.com or @pinderjr

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