In order to start an organization on the track to becoming a best-in-class firm, Aberdeen suggests that companies evaluate their processes to ensure that they can effectively understand and document criteria for customer delight, and then reverse engineer their field service organization to meet or exceed those criteria. Next, they should measure field service performance based on overall customer experience. Then, companies should foster a corporate culture and business processes that are oriented around client satisfaction. Aberdeen recommends increasing collaboration among internal stakeholders, and eliminating paper- and spreadsheet-based processes, opting instead for Web, e-mail and mobile technology solutions.
To read the Field Service Optimization Benchmark Report in its entirety, go to www.Aberdeen.com.