Industry report explores the transformation of service delivery

Trimble has announced the release of its latest field service industry report. Titled ‘Transforming Service Delivery: An Insight Report’, the report investigates the most pressing issues affecting field service organisations and provides insight into how to transform operations, from measuring service performance and delivering excellent customer service to handling change management and turning data into information.

The report, commissioned by Trimble, includes third-party industry expertise as well as the latest research, analysis and customer case studies. Trimble’s research involved a survey with those working directly in the field service industry today to gauge valuable insight into the day-to-day issues they face. Some of the key findings include:

• 86% of organisations intend to invest in technology to improve their field service operations;
• 73% consider adequate training as the main challenge when rolling out changes that affect a mobile workforce;
• 71% use customer satisfaction as the main metric to measure the performance of their field service organisation;
• 33% regard the reliability of information to be the main concern with using data from the field.

“We are delighted to announce the availability of this publication, which is the result of extensive research and analysis from across the globe. We understand that many organisations are facing a tough time in meeting the needs of their own customers against a backdrop of reducing budgets and operational streamlining,” said Mark Forrest, general manager of Trimble Field Service Management (FSM) Division.

“Many customers have come to expect service excellence and falling short can be the difference between growth and decline for businesses. Getting service right first time, every time is the ultimate objective in balancing service excellence with cost. In this insight report, we aim to take a look at the demands and opportunities for the service industry today along with the views and attitudes of those operating in this ever-changing environment.”

The report is available at www.trimble.com/fsm/insightreport