The Real State of Service: Direct from Service Managers

Service Management and Cognito teamed up to examine the current state of modern field service with regards to technology deployment.

The results are now in and they give a view on how technology is being employed within service organisations. Service Management published the survey write up in their annual Buyers Guide. Here are the main findings:

Service Managers are keen to drive service improvements, however many are making the mistake of not employing the use of real-time data as a tool to monitor the state of their organisation.

• Judging by the results many organisations are not recognising the advantage of innate competitive behaviour inbuilt into us as human beings. 43.9% of organisations are giving performance feedback to employees on only a quarterly basis or less.
• It is apparent that many service organisations are not getting the full advantages from their solution. The main reasons stem from lack of employee buy-in and technological challenges.
• Only 40.2% of organisations are taking advantage of dynamic scheduling technology. More surprisingly 26.8% do not take advantage of even the most basic scheduling technology.

What is apparent is that there are some field service organisations falling behind as they fail to monitor employee performance, do not grasp best practice and allow SLA’s to go unmonitored. This is worrying with competition continually heating up as good customer service is an express way into a customer’s good books.

The full article can be found here.