New Report Finds Increase in Use of Performance Analytics Improving Customer Service

Nov. 5, 2013 - PRLog -- MILPITAS, NOV 05, 2013 -- A newly published study from Aberdeen Group has found that the best-performing field service organizations are extremely focused on improving service, and to achieve that, they are leveraging performance analytics to launch new initiatives and enhance existing ones. As a result, they are reaching higher levels of customer satisfaction and loyalty.

The report, Secrets to Optimize Field Service for Better Customer Experiences, written by Aberdeen analyst Aly Pinder, revealed that top performers exceed customer expectations and SLA goals in their efforts to retain valuable customers, and that customer satisfaction is a leading contributor to their success.

Streamlining service in the field and improving efficiency are key objectives of today’s executives, the report stated. Customer experience is a top priority, and organizations are leveraging analytics to drive quality and enhance customer interactions. More than 50% of the organizations surveyed say they use performance data to evaluate the effectiveness of their service.

The field service organization traditionally has been evaluated based on operational metrics such as workforce utilization and overtime costs. This model worked best when field service pursued a break/fix strategy bt is no longer the only path to service differentiation and success, the report found. Customer experience must now be at the center of the entire service operation’s strategy.

Organizations meeting 80% of their customer service requirements for issue resolution times on average are able to retain 12% more customers than those that meet only half of their customer requirements, the report says. With service a key factor in customer loyalty and a leading indicator of field service success, it is critical that companies deliver on what they’ve promised, when they’ve promised it. For businesses with mobile workers in the field, it becomes even more important to achieve excellence in delivering services.

Visit http://www.pages05.net/trimblegpsfleet/Aberdeen_Paper_October_2013for a free copy of Secrets to Optimize Field Service for Better Customer Experiences.

About Trimble Field Service Management

Trimble Field Service Management provides visibility into field and fleet operations so businesses can streamline efficiency and increase productivity. Trimble’s Field Service Management suite includes fleet management, work management and scheduling, worker safety and mobility solutions that transform the effectiveness of work, workers and assets in the field. The cloud-based portfolio allows Trimble to offer customers industry-specific, enterprise-level solutions for exceptional performance and ease of use.

For more information, visit www.trimble.com/fsm.

About Trimble

Trimble applies technology to make field and mobile workers in businesses and government significantly more productive. Solutions are focused on applications requiring position or location: including surveying, construction, agriculture, fleet and asset management, public safety and mapping. In addition to utilizing positioning technologies, such as GPS, lasers and optics, Trimble solutions may include software content specific to the needs of the user. Wireless technologies are utilized to deliver the solution to the user and to ensure a tight coupling of the field and the back office. Founded in 1978, Trimble is headquartered in Sunnyvale, Calif.

For more information visit: www.trimble.com.