April 14, 2015
In part 1 of this two-part blog series, I talked about some of the top 6 emerging trends in field services occurring as the result of major changes in the industry. Here are the last three trends on this list that you can expect to see as we continue through 2015.
This trend is all about how FS will play a big part in the role of expand selling. Of the companies we surveyed, 81% of them have implemented mobility platforms and video technology, which we expect will continue to drive improvement in dispatch and scheduling, capturing incident data, and boosting the robustness of knowledge content.
In response to earlier trends about cross selling, upselling, and being part of revenue generation, more FS personnel are being engaged in “land and expand” selling models. This is enabled by FS personnel being given the tools they need to sell FS mobility, such as iPads and smart phones, which will not only allow them to tell customers which parts are available, but also talk about new offers and discuss features.
Effectively managing talent has always been important for FS organizations. There are a few trends requiring some decisive and innovative actions, as well as new skill sets required to supporting complex solutions.
Between an aging workforce nearing retirement age, increasing solution complexity, and a diminishing talent pool to recruit from, there’s an upcoming war for talent that is going to be a big problem for field services providers.
Manpower noted that increasing demand pushed technicians to 3rd most difficult job to fill in 2014, after skilled trade and engineers. TSIA member companies are seeing an increase in voluntary attrition due to more aggressive recruitment efforts from other firms. To win this war, FS organizations need to know the skillset required for success and must not only aggressively seek out the right employee for the job but also have a talent management strategy in place to enhance the retention of existing staff.
The industry-wide shift toward providing more outcome-based offers is also changing the view of spare parts and logistics. An increase in inventory investments to enable higher uptime, and higher revenue, is leading many organizations to focus on depot repair, returns cycle time, and expanded remanufacturing to lessen the new buy investment. This unique focus has resulted in nearly 6 of 10 spare parts organizations reporting up through services instead of their historical place in the supply chain.
Looking for more? Be sure to check out my on-demand webinar, “The State of Field Services: 2015,” where you can get a more in-depth look at the above trends and the reasons behind them trends affecting our industry.
Organizational capabilities that technology services businesses must master
Vele Galovski is vice president of research, Field Services, for TSIA. Using his nearly 30 years of industry experience, he has consistently helped companies both large and small drive double-digit top-line growth with a proven retain, gain, and grow strategy. Vele has also written a book, The Perpetual Innovation Machine, which describes a holistic approach to management based on ambitious goal setting, data driven analysis, skillful prioritization, inspiring leadership, and the lost art of employee engagement.
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