The ‘road ahead’ for field-based workforces

Customer satisfaction is by far the top priority for Australian businesses operating field-based workforces, ahead of cost cutting and improving profitability, reveals a new report commissioned by field service management solutions provider Trimble.

The study, entitled ‘The Road Ahead Report: The Future of Field Service Delivery in Australia’, aimed to dive into key industry issues, garner insight into the priority organisations place on field service operations and to assess future business plans across areas including service delivery and effective management of field-based employees.

The industry study was carried out by Proteus, an independent market research agency, and involved in-depth interviews with 100 managers and directors of businesses with field services departments across multiple sectors.

A key finding of the report was that a customer-centric focus is more important than cutting costs; with only 9% of respondents indicating reducing costs as a key focus, compared with 88% ranking customer satisfaction as their number one business priority, followed closely by customer retention (74%).

Alongside the priority given to customer service, the research also found that Australian businesses are striving to increase workforce productivity (45%), which reflects the importance businesses are placing on service delivery and their need to meet the growing expectations of customers.

Reflecting changes in company policies, increased legislation and rising insurance costs, 74% stated that health and safety was a higher priority than it was five years ago, while 42% identified the area as requiring urgent improvement.

When it came to enhancing driver safety levels, 32% are applying telematics technology to help monitor and improve driver behaviour while 72% relied on two-way communication technology and 63% ran regular driver safety briefings.

Organisations are increasingly investing in their field service operations in order to achieve higher levels of service delivery excellence. This investment suggests a shift in how field-based workforces are being perceived by senior executives, moving from what was once an operational necessity to one of important strategic value. The research revealed that 69% now view their mobile workforce as the ‘company face’.

Sustainability is also becoming increasingly important both internally and externally. The report reveals 71% of respondents believe that sustainability will have a significant effect on their future business plans, and with the social awareness of consumers shifting to green, businesses recognise this is a key area of focus for the future. When looking at green credentials, monitoring fuel usage was felt to be a quick and easy way of providing significant reductions in CO₂ emissions, as well as managing costs.

“The report demonstrates that enterprises are becoming increasingly customer-centric in the field services industry. In spite of worries surrounding fuel prices and operational costs, businesses realise the need to deliver the best service possible to stay ahead,” said Tom Scahill, Business Area Director, ANZ, of Trimble’s Field Service Management Division.

“There is no question that every organisation must adapt to meet customers’ changing service-delivery expectations and understand the impact this can have on the business, both from a financial and operational perspective. It’s encouraging to see businesses embrace worker safety and sustainability as integral aspects for future service delivery excellence.”