As the number of customer touch-points increases for every brand, services in the field are rapidly becoming the new frontline in the battle for competitive market share, playing a major role in customer satisfaction, brand reputation and, ultimately customer retention and profitability. Adding to this, unpredictable fuel prices, incoming legislative requirements and environmental concerns make today a challenging time to run a fleet and field service operation.
Some of the key findings from the report include:
- 93 per cent regard the field-based workforce to be the ‘company face’ and see customer focus as the top priority
- 80 per cent see worker health and safety as a higher priority than five years ago
- 64 per cent feel sustainability will have a significant effect on their business planning
The Road Ahead report is readily available for complimentary download via the following link www.trimble.com/