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TRANSFORMING SERVICE DELIVERY : A SUMMARY Caroline Pennington

TRANSFORMING SERVICE DELIVERY : A SUMMARY Caroline Pennington. KEY GENERAL FINDINGS. 57 %. M ost common customer complaint is when a technician does not resolve the issue first time. This may be due to not having the right parts, tools, skills or enough time.

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TRANSFORMING SERVICE DELIVERY : A SUMMARY Caroline Pennington

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  1. TRANSFORMING SERVICE DELIVERY: A SUMMARY Caroline Pennington

  2. KEY GENERAL FINDINGS 57% Most common customer complaint is when a technician does not resolve the issue first time. This may be due to not having the right parts, tools, skills or enough time. of all service calls require a visit, 50% of field visits require a service part 75% 71% of respondents use customer considered being able to make real-time decisions based on the information received as the main priority for managing field based operations satisfaction as the main metric to measure the performance of their field service organisation The biggest area of concern for those in field service is workforce management 1/3 regard reliability of information to be the main concern with using field data 86% intend to invest in technology to improve their field 20% service operations; 56% believe that ease of use for employees is the most important element with new technology believe they get the information they need from 73% consider adequate training as the main challenge when rolling out changes that affect a mobile workforce from field service data to do their job successfully

  3. FUTURE TRENDS Some of the key trends we are seeing: • CUSTOMER INSIGHT • TRUST & REPUTATION • COLLABORATION • LEADERSHIP • EMERGENCE OF A NEW WORKER • THE SKILLS AGENDA • ENHANCED SERVICE EXCELLENCE • PERFORMANCE AS A PRIORITY • COST • PROFIT-DRIVEN ANALYTICS • LEVERAGE OF MOBILE APPS • INCREASED M2M • CLOUD-DRIVEN TRANSFORMATIONS

  4. Thank you Please pick up a free copy of our report at stand O1470

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