We were happy to host a round table at Field Service Connect that brought a lot of great discussion around the challenges facing service organizations for a wide range of businesses including Cisco, Ericsson, Philips, Elmer Perkins and others.
Field Service Connect is an event for top-level Service Leaders and is a venue for industry leaders and peers to discuss current trends, new technologies, and effective strategies to cut cost and increase efficiency. 75 senior executives were invited to the event and had the opportunity to learn from innovative service organizations and participate in interactive workshops and round tables.
Trimble’s round table focused on Service to Cash Flow and included discussion around the challenges service organizations face today with getting paid, outsourced staff and leakage.
Key takeaways from the discussion:
Many service organizations can find it difficult to introduce paid services and can find it difficult to get paid for all the services they are performing.
Organizations are looking to augment their field force with a more flexible workforce, however finding staff and ensuring they are certified is difficult. Service organizations that have excess capacity can use this to drive higher utilization by using certified technicians that could help complete work orders on site.
Billing Accuracy: Technicians are often not diligent in assigning time to specific jobs or products when on site, making it difficult to accurately measure where service time is allocated to report on lifetime service costs or margins.
Managing Customer Entitlements: Often, customers request a service but technicians don’t fully know the entitlements or the terms of the contract resulting in leakage in the service cycle.
The group also discussed the tight market for service technicians and how the lead time to train and get a technician in the field often restricts growth. In addition, many service organizations are moving towards outcome based services. While customers are receptive, changing their organization models is difficult, and takes careful planning so that all benefits and risks are weighed and that systems are in place to simplify execution.
We learned so much from the robust discussion around the challenges that service organizations are facing today and how we as a solution provider can help solve your business challenges.
To learn more about our Service to Cash Flow solutions visit www.trimblepulse.com.