Service Technology Solutions

A recent industry research report indicates best-in-class service organizations (top 20%) are more than twice as likely as all others to have embraced technology solutions. These leading service organizations, having already placed there bets, are experiencing real savings and operational excellence. Of the remaining best in class service organizations, almost half have indicated they will be investing in service technology solutions within the next 12 months.

So, what are today's most beneficial technology enablers?

• Mobile Field Service - automated dispatch, parts management, real-time data access for technicians (service history, parts inventory), signature capture, sales at the time of service, communications.
• Scheduling and Routing - automated call assignment and routing based on technician location, customer entitlements,training, parts availability, traffic patterns.
• Remote Product Monitoring - Automated service call generation using equipment generated service alerts, supply fulfillment, billing meters.
• Forecasting and Planning - use of advanced F&P technologies that review history, trends, and real time developments to plan staffing (technicians) and inventory (parts/supplies).
• Business Intelligence and Analytics - service performance reporting & benchmarking.

The adoption of the right technology, using a thoughtful strategy, is critical to enabling service organizations achieve success. If you have questions about service technology solutions and how to justify the required investment, please contact me at woodard@strategydevlopment.org