Embed Size (px)
Citation preview
@tservicecouncil
Embracing On-Demand Service Delivery Models
TSC WebcastApril 2016
www.servicecouncil.com | Boston, MA|
Introduction
Agenda
Apr
612345
Field Service Organization TrendsLabor Models
Summary and Questions
Field Service Consumer Trends
Consumer Trends
TSC
Data
15%
29%
31%
45%
ProviderSelection
RECOMMENDATION FROM FRIEND/NEIGHBOR/FAMILY
LOCAL PROVIDER
ONLINE LISTINGS
ONLINE REVIEWS
TSC
FSR
Question: How do you select a FS provider?Percentage of Respondents
Source: TSC Data January 2016
56%
71%
72%
77%
78%
Evaluating Field
Performance
PRICE
EXPECTATION ATTAINMENT
EFFECTIVENESS
PERSONNEL PROFESSIONALISM
POST-EVENT EXPERIENCE
Question: How important are the following factors in evaluating fs performance?
Percentage of Respondents who indicate that it is ‘Very’ or ‘Extremely’ Important
Source: TSC Data January 2016
TSC
FSR
Enterprise Customer
TrendsTSC
Data
SENIOR BUYER 48%
Service BuyerChange
44% SAME LEVEL BUYER
TSC
Trends
8% DON’T KNOWQuestion: Are you experiencing a more senior buyer in service and
support?Percentage of Respondents
Source: TSC Data January 2016
Increasing Demands
of Service Buyers
123
Portals – View into Service and Asset Performance
Pricing – Lower Cost Service Contracts
Terms – Consolidated Terms
4Portals – Self-Service Information and Knowledge
56
Field Service – Shorter Response Times
Services – Remote Monitoring and Diagnostics
TSC
Trends
Question: What are buyers demanding?Rank based on areas of increasing demand
Source: TSC Data January 2016
At the Organizatio
n
TSC
Data
33%
33%
35%
35%
48%
ChallengesH2
WORKFORCE AND TALENT ISSUES
INADEQUATE VISIBILITY INTO PERFORMANCE
AGING TECHNOLOGY INFRASTRUCTURE
LACK OF COLLABORATION BETWEEN GROUPS
TSC
Trends
OUTDATED SERVICE PROCESSES
Question: How severe was the impact of the following challenges on your performance in H2 2015?
Percentage of Respondents Reporting Challenge as Moderately Severe or More
Source: TSC Data January 2016
36%
44%
46%
46%
46%
Initiatives2016
PEOPLE DEVELOPMENT
ENHANCING PROFITABILITY IN SERVICE
CUSTOMER-CENTRIC INITIATIVES
UPDATING TECHNOLOGY INFRASTRUCTURE
TSC
Trends
DEVELOPING NEW OFFERINGS
Question: What are the top FOUR areas of focus for 2016?Percentage of Respondents
Source: TSC Data January 2016
29%
33%
37%
40%
Challenges – Strategy
REACTIVE NATURE OF BUSINESS
TALENT
INADEQUATE IT RESOURCES
POOR REVENUE GROWTH
TSC
FS
TSC Data 2015
Changing Traits of Workforce
~ 5 Years
Use of Mobile Devices for Collaboration
1
234
Use of Mobile Devices for ResolutionCustomer Interaction Capabilities
Demand for Online or Video-Based Training
TSC
FS
TSC Data 2015
83%
FIELD AGENTS MAKING RECOMMENDATIONS
RECOMMEND SOLUTIONS TO CUSTOMERS AND NOTIFY SALES OF FOLLOW UP
62%MAKE NOTE OF POTENTIAL OPPORTUNITIES AND NOTIFY SALES OF FOLLOW UP
TSC Data 2015
YES
68% Enough
Resources to Meet
Workload
NO, 28%DON’T KNOW, 4%
TSC
Trends
TSC Data 2015
Unfulfilled Positions, Year-End
Front-line Agents, 46%123 Regional
Managers, 15%
Technical Support, 18%
TSC
Trends
TSC Data 2015
YES70%
Workforce Shortage
in 5-10 Years
NOW, 32%IN NEAR FUTURE, 38%
TSC Data 2015
Field Svc
Talent
Labor Models
TSC
Data
YES73%
Do you Outsource?
Field Svc
OS
Question: Do you Outsource Field Service Work?Percentage of Respondents
Source: TSC Data March 2016
Most organizations outsource 11-20% of work
Summary Data
1
2
34
Quality control is the major issue
30-45% expect reliance on contractors to increase in the next 5 years
Coverage and flexibility are primary reasons
Field Svc
OS
Source: TSC Data March 2016
Use Data to Drive Predictability
Field ServiceSurvival Tips
TSC
FS12345
Segment Customer NeedsSegment Service DeliveryLabor – Focus on the Core. Be Flexible with the Rest
Capture Customer Insight on Performance
Sumair DuttaEmail: [email protected]
Website: www.servicecouncil.comTwitter: @tservicecouncil #smarterservices
