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8 Things to Know About Field Service Management


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The goal of field service? Increasing first-time fix rates and customer satisfaction. As a leader in the service industry, you know that maximizing product uptime not only helps minimize service costs, but increases customer value and optimizes service profitability. That’s field service advantage.

Learn how an optimized field service management solution minimizes service complexities both with service events in the field and before service events even occur.

Your ultimate goal: ensuring that your customer is receiving the highest level of value from your products and services. With the proper field service management solution, your service organization can ensure just that.

Published in: Business, Technology

8 Things to Know About Field Service Management

  1. 1. PTC Service Lifecycle Management 8 Things to Know About Field Service Management
  2. 2. 2 1. Effective Field Service Management is about getting 4 things right: • The right service technician • Getting to the right place at the proper time • The right service knowledge at the point of service • Using the right parts, tools, information to solve the service issue right the first time
  3. 3. 3 2. Maximized Product Uptime: the key to minimizing service costs, increasing customer value, and optimizing service profitability
  4. 4. 4 3. Field service management errors are unavoidable. What are the top 3 mistakes? • Unavailable parts (42%) • Improper issue diagnosis (25%) • Unnecessary parts going to waste (25%)
  5. 5. 5 4. There are 5 common signs of inefficient field service management: • Too many service calls per service fix • Difficulty coordinating break-fix with planned service • Imbalances of service workforce utilization • Inability to track service status and collect data • Ratio of dispatchers to technicians exceeds industry averages
  6. 6. 6 5. Agility – the best way to balance planned service activities (installations, maintenance, and upgrades) with unplanned events (break-fixes, complex projects, and indirect work)
  7. 7. 6. Top 4 motivations for service leaders to improve field service management processes: • Need to drive workforce productivity & utilization (67%) • Customer demands for faster service responses & improved asset availability (61%) • Desire to increase service revenues (53%) • Competitive pressures & the need for differentiation (44%) 7
  8. 8. 8 7. Two main reasons field service management fails: • Disconnected field service management processes • Lack of visibility into field service activities and resources
  9. 9. 9 8. First-time fixes aren’t an easy goal to achieve – 24% of field service dispatches require a second visit
  10. 10. 10 It’s no question: Efficient Field Service Management is challenging
  11. 11. Discover how optimizing Field Service Management increases customer value & first-time fixes View the Whitepaper