The Service Council: Embracing On-Demand Service Delivery Models
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Every business faces pressure to manage costs, and it’s especially true in the retail sector. Savvy retailers have already started revamping their service delivery model by leveraging a variable, on-demand labor model. And early adopters among the Fortune 500 are quickly recognizing the flexibility and economic benefits an on-demand workforce can provide. Join Sumair Dutta, Chief Customer Officer from The Service Council, as he discusses the major trends impacting enterprise retailers and their service delivery models. Sumair will present data from their recent research on service business trends and provide a set of best practices for enterprise retailers looking to capitalize on lean and flexible operating models.
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The Service Council: Embracing On-Demand Service Delivery Models
- 1. @tservicecouncil Embracing On- Demand Service Delivery Models TSC Webcast April 2016 www.servicecouncil.com | Boston, MA|
- 2. Introduction Agenda Apr 6 1 2 3 4 5 Field Service Organization Trends Labor Models Summary and Questions Field Service Consumer Trends
- 4. 15% 29% 31% 45% Provider Selection RECOMMENDATION FROM FRIEND/NEIGHBOR/FAMILY LOCAL PROVIDER ONLINE LISTINGS ONLINE REVIEWS TSC FSR Question: How do you select a FS provider? Percentage of Respondents Source: TSC Data January 2016
- 5. 56% 71% 72% 77% 78% Evaluating Field Performance PRICE EXPECTATION ATTAINMENT EFFECTIVENESS PERSONNEL PROFESSIONALISM POST-EVENT EXPERIENCE Question: How important are the following factors in evaluating fs performance? Percentage of Respondents who indicate that it is ‘Very’ or ‘Extremely’ Important Source: TSC Data January 2016 TSC FSR
- 7. SENIOR BUYER 48% Service Buyer Change 44% SAME LEVEL BUYER TSC Trends 8% DON’T KNOW Question: Are you experiencing a more senior buyer in service and support? Percentage of Respondents Source: TSC Data January 2016
- 8. Increasing Demands of Service Buyers 1 2 3 Portals – View into Service and Asset Performance Pricing – Lower Cost Service Contracts Terms – Consolidated Terms 4 Portals – Self-Service Information and Knowledge 5 6 Field Service – Shorter Response Times Services – Remote Monitoring and Diagnostics TSC Trends Question: What are buyers demanding? Rank based on areas of increasing demand Source: TSC Data January 2016
- 10. 33% 33% 35% 35% 48% Challenges H2 WORKFORCE AND TALENT ISSUES INADEQUATE VISIBILITY INTO PERFORMANCE AGING TECHNOLOGY INFRASTRUCTURE LACK OF COLLABORATION BETWEEN GROUPS TSC Trends OUTDATED SERVICE PROCESSES Question: How severe was the impact of the following challenges on your performance in H2 2015? Percentage of Respondents Reporting Challenge as Moderately Severe or More Source: TSC Data January 2016
- 11. 36% 44% 46% 46% 46% Initiatives 2016 PEOPLE DEVELOPMENT ENHANCING PROFITABILITY IN SERVICE CUSTOMER-CENTRIC INITIATIVES UPDATING TECHNOLOGY INFRASTRUCTURE TSC Trends DEVELOPING NEW OFFERINGS Question: What are the top FOUR areas of focus for 2016? Percentage of Respondents Source: TSC Data January 2016
- 12. 29% 33% 37% 40% Challenges – Strategy REACTIVE NATURE OF BUSINESS TALENT INADEQUATE IT RESOURCES POOR REVENUE GROWTH TSC FS TSC Data 2015
- 13. Changing Traits of Workforce ~ 5 Years Use of Mobile Devices for Collaboration1 2 3 4 Use of Mobile Devices for Resolution Customer Interaction Capabilities Demand for Online or Video-Based Training TSC FS TSC Data 2015
- 14. 83% FIELD AGENTS MAKING RECOMMENDATIONS RECOMMEND SOLUTIONS TO CUSTOMERS AND NOTIFY SALES OF FOLLOW UP 62% MAKE NOTE OF POTENTIAL OPPORTUNITIES AND NOTIFY SALES OF FOLLOW UP TSC Data 2015
- 15. YES 68% Enough Resources to Meet Workload NO, 28% DON’T KNOW, 4% TSC Trends TSC Data 2015
- 16. Unfulfilled Positions, Year-End Front-line Agents, 46%1 2 3 Regional Managers, 15% Technical Support, 18% TSC Trends TSC Data 2015
- 17. YES 70% Workforce Shortage in 5-10 Years NOW, 32% IN NEAR FUTURE, 38% TSC Data 2015 Field Svc Talent
- 19. YES 73% Do you Outsource? Field Svc OS Question: Do you Outsource Field Service Work? Percentage of Respondents Source: TSC Data March 2016
- 20. Most organizations outsource 11-20% of work Summary Data 1 2 3 4 Quality control is the major issue 30-45% expect reliance on contractors to increase in the next 5 years Coverage and flexibility are primary reasons Field Svc OS Source: TSC Data March 2016
- 21. Use Data to Drive Predictability Field Service Survival Tips TSC FS 1 2 3 4 5 Segment Customer Needs Segment Service Delivery Labor – Focus on the Core. Be Flexible with the Rest Capture Customer Insight on Performance
- 22. Sumair Dutta Email: sd@servicecouncil.com Website: www.servicecouncil.com Twitter: @tservicecouncil #smarterservices