Field Service Management Capability Development

Field Service ManagementField service management can be a key source of aftermarket revenue for manufacturers. But when your customers have a problem with your equipment, they want it fixed as quickly as possible. Business customers can kick up a huge stink when their equipment is down and production has stopped. Similarly, consumers can get very upset when they have all the family around for Christmas dinner and the oven is not working. The costs for them can be psychological and emotional as well as financial with corresponding knock-on costs for your business in terms of lost reputation, lost sales and lost customers!

Your customer care and field service engineering teams therefore need the capability to respond to, diagnose and fix faults quickly at the first time of asking. But that’s not easy and requires integration of a number of complex activities such as incident capture, job planning, logistical planning, engineer visibility, service parts management, mobile data management, etc. Having the right business processes and modern systems in place to produce timely information and decisions from all that data and complexity are key.

Our consultants are specialists in field service management processes and systems. We are hybrid business/system consultants wth past experience of fixing customer service problems, developing field service management capabilities or outsourcing them in whole or in part.

We can help you to:

Realise these benefits:

  • Increase first time fix rates

  • Reduce customer fix times

  • Reduce field service costs

  • Increase field service productivity

  • Increase job visibility and control

  • Reduce customer claims and complaints

  • Increase service parts availability

INTRODUCING

The innovative programme that discovers your aftermarket genius and grows your business

We call it Aftermarket 360™

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