Field Service

Our speciality is helping our clients with dispersed workforces to be more effective, efficient and profitable.

As a field service business you’re challenged to grow and be profitable even as margins are squeezed and customers become ever more demanding.

Our unique approach and experience across the service landscape means we can help you face these challenges head-on.

Your Field Service Challenges

Field Service contracts play an important role in bolstering revenue for product businesses.  Whether that service is provided in-house or by a 3rd party provider, careful management of the customer experience is all important.  Treating the service operation as a cost centre can lead to sub-optimal behaviours in the workforce.  It’s paramount that the field service operation is managed in a way that reinforces your values, delights your customer and drives profit.

Transitioning to this way of thinking can be difficult for some businesses who have treated field service as a necessary evil but in a highly competitive market the organisations that make this transition will be the ones that succeed.

Issues we typically encounter:

  • Complex management of variable and ever-changing shift plans and schedules
  • Employee absenteeism
  • Cost and performance management within contracts
  • Inefficiencies aggravated by silo working behaviours
  • Extensive overtime used to avoid missing service SLAs and associated financial penalties
  • Inability to forecast demand
  • Staff unwilling to behave as true brand ambassadors

How we can help:

We believe that to deliver real field service excellence, there needs to be a fresh look at how the management of this mobile workforce lends itself to digital transformation. There’s a significant opportunity to change the way that field service businesses approach their workforce and service their contracts, but this doesn’t necessarily have to mean expensive technology – it may be that by focussing on your people and your business processes will have a greater impact. Whatever your particular concerns, we are confident that we can help you manage this and advise you on better ways of working.

Our Experience

Faced with the typical challenges of dispersed workforces we understand how field service businesses run. In recent years we have, for example:

  • Played a leadership role in implementing / embedding the use of staff rostering solutions to deliver improved service
  • Provided expert guidance in developing a vision for mobile strategy
  • Assisted the development of process and operating models to centralise planning functions

 

Speak to our industry specialist

Ross Coundon

Ross has many years experience in providing mobile workforce management advice and solutions to a wide range of industries, and as a result, he is ideally placed to support field service organisations in their transformation initiatives. Having worked with the likes of Vodafone, Scottish Water and the Environment Agency, Ross has particular expertise in the use of mobile technologies to improve field service operations.

Is meeting your overall budget and performance targets an issue for you and your team?

Talk to one of our team today

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