7 Ways Your Service Culture Can Drive Revenue

Taken from ServiceMax "Why smart leaders care about field service."

Industry leaders understand the real impact of transforming their field service business with a 40 per cent service margin achieved by best-in-class organisations, compared to just 14 per cent from industry laggards, according to the results of a 2013 survey conducted by the Aberdeen Group[1].

Smart executives understand the connection between culture and revenue. Consequently these business leaders are moving beyond simple measures of margin and costs to creating a long-term focus on customer satisfaction and company performance. They are achieving this by aligning the performance metrics of the whole organisation (from CEO to field technician) to that of a service culture.

But what is a service culture? It’s a common set of beliefs, values, infrastructure and processes that make service and customer satisfaction the highest priority within a service organisation and throughout the whole company.

Organisations with a service culture incentivise the whole organisation to deliver exceptional service and service revenue: They also recognise the valuable role of their field technicians as their customer’s ‘trusted advisors’. According to our partner, ServiceMax, service reports and dashboards were a key contributor to one Fortune 500 Company’s $3 million EBIT improvement and to a 30 per cent revenue increase for UK firm, James Automation[2].

Are you ready to move beyond scheduling to transform your company to deliver service excellence from the CEO to each and every field service technician?

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Drafted by: Clive Roberts, CEO and Founder, ProQuest Consulting
Topics: Field Service Management > Strategy > Business Drivers

Sydney-based ProQuest Consulting is a Platinum Partner for and strategic implementation partner for ServiceMax.


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