Benchmark study to evaluate field services management strategies, identify best practices
Boston June 4, 2004 For companies that deliver field-based services in asset-intensive industries like consumer goods manufacturing, repairs are just the beginning of services management, and leading service organizations are proactively leveraging their field forces for increased revenues, profits and customer satisfaction and retention, according to technology research firm Aberdeen Group.
Aberdeen, along with Supply & Demand Chain Executive magazine, is conducting a survey-based benchmarking of the opportunities, costs, challenges and success metrics of field services management. The study is to evaluate existing strategies for managing and automating call logging and tracking, scheduling, contract and warranty management, and service parts management, and Aberdeen will identify emerging best practices in these areas.
The survey, which is being offered online at http://www.zoomerang.com/survey.zgi?p=WEB2JEJ2VFT, is based on the hypothesis that companies that provide repair, maintenance and other field-based services cannot afford to treat post-sales service and inventory management as an afterthought.
In fact, Aberdeen research indicates that after-sales service accounts for 10-40 percent of revenue for many industrial and service companies and up to 50 percent of inventory investment.
Still, many firms servicing equipment, facilities and other high-tech and industrial assets rely on outdated, inefficient processes for managing call logging and tracking, work scheduling, contract and warranty management, and service parts management.
"Winning service firms are collaborating with their customers and leveraging field service automation technologies to improve operational efficiencies, profitability and customer satisfaction levels," according to Aberdeen. "These firms will consistently retain more customers and edge out competitors."
Survey participants who submit a complete questionnaire are to receive a complimentary invitation to an online seminar covering the full research findings, as well as access to the full report when it is released.
To complete the Field Service Optimization survey, go to http://www.zoomerang.com/survey.zgi?p=WEB2JEJ2VFT.
Boston June 4, 2004 For companies that deliver field-based services in asset-intensive industries like consumer goods manufacturing, repairs are just the beginning of services management, and leading service organizations are proactively leveraging their field forces for increased revenues, profits and customer satisfaction and retention, according to technology research firm Aberdeen Group.
Aberdeen, along with Supply & Demand Chain Executive magazine, is conducting a survey-based benchmarking of the opportunities, costs, challenges and success metrics of field services management. The study is to evaluate existing strategies for managing and automating call logging and tracking, scheduling, contract and warranty management, and service parts management, and Aberdeen will identify emerging best practices in these areas.
The survey, which is being offered online at http://www.zoomerang.com/survey.zgi?p=WEB2JEJ2VFT, is based on the hypothesis that companies that provide repair, maintenance and other field-based services cannot afford to treat post-sales service and inventory management as an afterthought.
In fact, Aberdeen research indicates that after-sales service accounts for 10-40 percent of revenue for many industrial and service companies and up to 50 percent of inventory investment.
Still, many firms servicing equipment, facilities and other high-tech and industrial assets rely on outdated, inefficient processes for managing call logging and tracking, work scheduling, contract and warranty management, and service parts management.
"Winning service firms are collaborating with their customers and leveraging field service automation technologies to improve operational efficiencies, profitability and customer satisfaction levels," according to Aberdeen. "These firms will consistently retain more customers and edge out competitors."
Survey participants who submit a complete questionnaire are to receive a complimentary invitation to an online seminar covering the full research findings, as well as access to the full report when it is released.
To complete the Field Service Optimization survey, go to http://www.zoomerang.com/survey.zgi?p=WEB2JEJ2VFT.
