Field serviceWhy John is not amused and Jane is happy |
Field Service is becoming increasingly more important. Companies are now “selling to serve”. When the client is being served the company gathers valuable information. This information can be used as a competitive advantage: “serve to sell”. Analysts expect the field service management market to grow from $1.76 billion in 2009 to $2.3 billion in 2014 for a compound annual growth rate of 5.6% percent.
Unfortunately, most service organisations are unable to achieve high enough quality and efficiency to benefit from this blooming market.
To help companies capitalise on these opportunities, Deloitte developed a Field Service Value Map. An integrated approach that is focused on improving revenue growth, operating margin and asset turns.
- Revenue growth can be accomplished by letting current revenue streams grow or by creating new revenue streams.
- Companies can boost their operating margin by focusing on higher margin products or by reducing the total cost of customer interactions.
- Asset turns can be improved by fine-tuning either inventory and order management costs or by reducing the total infrastructure costs.
Field service
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