The evolution of field service from reactive to proactive and predictive has led to a variety of changes. No longer is routing and scheduling to react to a service call the most important factor for sustained success.
In this current era of service, asset performance data and intelligence is king. Companies that are able to foretell of future failures based on asset performance trends can excel at resolving issues before there is a failure or a sustained dip in performance as noted in Aberdeen’s recent report on The Future of Service: Build a Bond with Asset Management (May 2015). This trend has also meant that metrics such as worker productivity or SLA compliance have given way to KPI like asset uptime and mean time to repair. The evolution to more customer-focused metrics (KPI which impact customer success and productivity) was inevitable as we have seen the emergence of empowered customers who have options for service. To learn more about the findings from my recent research project, check it out HERE.