In 2012, Trimble commissioned an independent study that aimed to discover how service-based organisations are responding to the growing challenges facing their industry.
An ever-more competitive landscape means businesses are struggling to differentiate themselves to a customer base with expectations at an all-time high, empowered by a growing ‘review culture’ which is putting the image and reputation of brands into their hands through social networks. As the number of customer touch-points increases for every brand, services in the field are rapidly becoming the new frontline in the battle for competitive market share, playing a major role in customer satisfaction, brand reputation and, ultimately customer retention and profitability.
Adding to this, unpredictable fuel prices, incoming legislative requirements and environmental concerns make today a challenging time to run a service operation. Gathered from the most significant issues businesses with field service divisions are facing today, this report provides some valuable perspectives into how the future may look for businesses running fleet and mobile workforce operations and how their environment may change.
This report, gathered from the most significant issues businesses with field services divisions are facing today, provides some valuable perspectives into how the future may look for businesses running fleet and mobile workforce operations today.
We also uncovered some important insights, which should provide essential reading for anyone involved in the management of fleet service operations and will provide a valuable steer for any organisation looking to achieve greater success with fewer resources.