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Top Field Services Business Challenges

Below is a list of service capabilities and service business challenges specific to field services. These service capabilities have been defined by TSIA as necessary actions that must be performed to achieve desired results—the ability to run a cost, profit, and revenue-optimized services business. In addition, TSIA has identified hundreds of service business challenges that service organizations commonly face. Linked directly to the service capabilities, these service business challenges are defined both globally as well as at the focus area service discipline level.

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"Best of Breed" Technology for Contact Center/Support Operations

We would like to compare our current technology infrastructure with what other TSIA members are doing. What are the most popular tools, and what does TSIA recommend?

Aligning Service Strategy

What frameworks can we use to better align our service strategy with the overall company strategy?

Creating Differentiated Field Service Offers That Increase Customer Value

How are companies finding new ways to generate/drive revenue through a variety of field service offerings?

Field Service Utilization

How do companies measure field service engineer utilization and what is the current performance level?

Field Service Vendors - Outsourcing

Who are the vendors in the marketplace that provide Field Service and Depot Repair outsourcing services?

Implementing New Proactive Technologies to Prevent Field Dispatch

What are the best practices for preventing the truck roll and reducing the need to go onsite by resolving issues proactively and remotely?

Improving Field Service Customer Satisfaction Ratings

What are the processes, technologies, and metrics used to improve customer satisfaction ratings of Field Service engagements?

KM Application for Field Service Optimization

What are the best practices around knowledge and content management within the context of the field service on-site visit and how is the knowledge gained onsite best captured, shared and utilized?

Latest Field Service KPIs and Metrics

What are the latest services KPIs, analytics and service data that companies should be tracking to effectively run their field service and depot repair operations?

Maximizing Productivity Through Mobility Tools

How can field service organizations maximize productivity through the expanded use of mobility tools?

RMA and Advanced Exchange Best Practices

What are the best practices for implementing RMA and Advanced Exchange processes, policies and practices?

Reducing On-Site Incident Labor Costs

What are the pacesetter practices to reduce the cost per on-site incident?

Reducing Spare Parts and Logistics Costs

What are companies doing to reduce spare parts and logistics expense while ensuring that key SLA's are achieved?

Talent Management Strategies to Enhance Retention of Field Service Staff

How are companies retaining talent and knowledge with an ever-changing workforce?

Upselling to Premium Service with FS personnel

What are the best practices for upselling to premium maintenance and support tiers?