Miller Heiman Group
June 3, 2014
If you manage a field service team as part of your technical service operations, you understand how difficult, time-consuming, and costly it can be to finesse the logistics so that your field service operations are profitable. You may be wondering,"Is hiring a third-party provider to manage my field service operations a cost-effective solution? Will third-party providers meet my standards for customer service?" Outsourcing field service operations can be a wise move, but as with any large business shift, you need to carefully examine your options.
If you’re at the point where you’re ready to evaluate third-party options, you need to know what to look for when screening companies. To help you choose a third-party field service provider, we’ve gathered best practices to keep in mind when evaluating an outsourcing company’s operations.
You may be surprised to learn that many field service outsourcing companies also outsource their work. Some outsourcing is good; too much can be risky. When evaluating third-party field service companies, look for one that manages the full process, from project management to sourcing and deploying technicians. Keeping the operations in one central location ensures that the company has a better handle on their quality control and logistics, which ultimately will improve the way customer service is delivered to your customers.
When it comes to third-party field service, bigger can be an advantage. Outsourcing companies with a global reach and experience in multiple industries can offer your company the advantage of experience, logistics, and resources. Additionally, larger companies will have a pulse on the latest industry trends and tap into their own network of legal teams, risk management, and quality assurance. Look closely at the reputation of the company, ask to read their case studies, and even interview companies they’ve worked with so that you can get a better feel for their operations.
As your company grows and shifts, you need to make sure that your third-party field service company is similarly able to respond. Look for a company that can scale your programs on a regional, national, or even global level as you grow.
Our final tip is to look closely at the outsourcing company’s talent acquisition practices. What are their recruiting practices? Do they have protocols in place for recruiting at a local level, so that they can find and train talent in your area? Will they be able to train to your existing processes? Do they specifically recruit top-level engineering and technical service field talent? Look closely at the company’s recruitment and hiring practices, and make sure they are flexible enough to adjust their talent’s training to match your company’s customer service standards.
Outsourcing your field service operations can be a strategically wise move to make. With the right third-party company on-board, you can move your company’s resources away from field service and focus on product development, customer service, and sales and marketing. Decrease costs, improve logistics, and increase customer service by hiring a third-party field service company that meets your high-standards. Ask the right questions, do your research, read case studies, and interview other companies that they’ve worked with, and you’ll be heading in the right direction of freeing your company from field service operations.
Organizational capabilities that technology services businesses must master
Jodi is a Marketing and Customer Experience fanatic. Some might say "guru", but she prefers it the other way around, as there’s always something to learn and grow as it relates to Marketing and the Customer Experience, and how each is connected to one another. In the past three years, Jodi has dedicated her career to thought leadership in both realms through her work at MHI Global, and has earned honors as Top 100 Customer Success Influencer from Mindtouch, Top 15 Most Influential Customer Service Experts To Follow on Twitter from GetApp, and Top 50 Contact Center Thought Leader on Twitter from ICMI. MHI Global is a TSIA Program Alliance Partner.
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