SAN DIEGO, CA, February 1, 2012 — The Technology Services Industry Association (TSIA), the leading association for today’s technology services organizations, announced today that its latest round of benchmarking of technology firms reveals that the average cost of a field service visit has now exceeded $1,000. The current fully burdened cost to “roll a truck” for a field repair is now $1,011, compared with $797 in 2010. Rising field service costs are linked to several factors, including high fuel costs, shorter response times in service level agreements (SLAs), and higher complexity of technology issues, requiring field engineers to have more training on a wider range of technology platforms than what was required in the past.
TSIA members contribute hundreds of operational, cost, and quality metrics to a confidential benchmark database, and receive readouts comparing their performance to industry peers. Understanding the accurate costs of service delivery is important in order to calculate the cost savings of new technology or to pinpoint processes for streamlining operations and reducing expenses.
To reduce the cost of a field service visit, TSIA recommends that companies look to innovative technologies that can dramatically impact operational expenses, including:
“Last year, 34 percent of technology field service organizations had approved budget for new mobile technology,” said John Ragsdale, vice president of technology research for TSIA. “We are also seeing companies adopt more sophisticated scheduling and dispatch tools for field service, thanks to new cloud-based platforms offering lower up-front costs and faster implementations.”
Benchmarking is a key benefit of TSIA membership, helping all lines of service—education services, field services, professional services, support services, and service revenue generation teams—compare their core metrics to peer groups and industry averages. Benchmark reviews provide customized recommendations for companies to improve both processes and core financial, operational, and quality metrics.
For more information on this topic, visit www.tsia.com or contact us.
The Technology Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities. TSIA’s membership community consists of over 35,000 executives from 65 countries and represents 80% of the Fortune 100 technology companies.
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