Resource Type: White Paper
Published by: Oneserve
Title: The Oneserve Field Service Survey
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At the end of 2015 Oneserve conducted a comprehensive survey of c.15,000 organisations of various sizes across the UK. The aim was to understand:
- How UK field service businesses prioritise their operational and strategic objectives
- To what extent their field management software is successfully used to achieve them
Together the results highlighted a key issue: that many businesses are missing out on the potential value of field service software, and may need to re-assess their choices. The survey responses also threw up more questions around the causes of this missed potential, and what the future holds for field service management. This white paper evaluates these findings...
Drawing on a comprehensive and far reaching survey this white paper distills the research into a number of key findings including:
Key priorities for growth:
To understand the relationship field service software has to business success, Oneserve asked their respondents what their top priorities were for achieving business growth. The three key drivers were maximising efficiencies, utilising data and exceeding customer expectations.
The missed potential of field service software
Working smarter and for less cost is clearly of huge importance to field-based businesses. It is here that field service software holds the most value for organisations; driving both competitive advantage and revenue growth. Yet the survey revealed that many organisations are missing out on the potential business value that correctly used field service software can provide.
What does efficiency mean for field service delivery? Intelligent stock and asset management, high ‘first-fix’ rates and fast response times, preventative initiatives, and improved scheduling? Or, getting the right person with the right parts to the right place at the right time? A deceptively complex interplay between people, processes and technology. However, 3 out of 4 companies said they could do a lot better at maximising efficiencies.
All efficiencies and customer service improvements come from intelligent and proactive use of data. Leveraging the comprehensive data points that arise from an intuitive and well-integrated field service software solution should provide essential information on trends and inefficiencies, and allow crucial insight to improve processes.
"Despite spending large amounts of money on expensive software packages that should provide valuable information in an easy-to-use, relevant format, 80% of the survey respondents admitted they proactively use less than half of their available data..."
What’s the issue?
The results from our survey appear to show a clear disconnect between the strategic objectives of businesses and the value they are extracting from their field service software.
Whether it’s missed opportunities for promoting efficiency, under-used data insights or compromised customer care, the potential benefits of a fully integrated field service solution are simply not being fully realised.
More control for less cost
The future of field service management lies in providing more control, with less cost. Allowing businesses to adjust their solution to fit their own specific requirements no longer requires a team of experienced coders or hugely expensive professional service days that are lucrative to the software providers but prohibitive to the customer.
The recent development of ‘low code’ software solutions that allow the client’s business to implement, configure, amend and evolve their solution themselves through easy-to-use application development dashboards now means more robust, flexible and intuitive options are available - a true ‘Software-as-a-Service’ offering that provides maximum value for minimum long term cost.