Your company’s strongest assets are the technicians on the front line. Are you equipping them with the tools needed to navigate the changing service landscape?
In WBR’s 2014/2015 Services, Revenue & Trends Report, completed in August of 2014, we polled over 125 cross-industry service executives to see how workforce management not only affects customer experience, but also how it can directly impact the organization’s bottom-line. Based on these results, we created an infographic that highlights some of the findings and provides key insight into how service executives are addressing challenges in field service today.
Here are some highlights:
70% of companies report profit for service as high or higher than sales.
40% of companies reported to have a first-time-fix rate of 85% or higher.
28% said that 50% or more of service requests are resolved through remote assistance.
To fully understand how executives are addressing these challenges, download your own copy of the report and be sure to check out the full infographic below to see how service executives like you are leveraging their field forces to improve customer service, increase productivity and accelerate management software ROI: