Field Service Management Capability Development
Field 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. You can check out our other services here.