One of the key goals for most field service organisations is profitability, or increased profitability – especially if you’re part of a broader service ecosystem where you’re operating more as a cost centre.
Microsoft has made available a full eBook on the transition from cost centre to profit centre for the field service industry which is a very useful tool.
For added value to the eBook, here is a checklist for things you should be considering as you try to move from cost centre to profit centre and start to drive towards profit in your field service organisation. These check points are all covered in more detail in the eBook.
- Thinking about value:
☑ Have you thought about what makes your field service organisation valuable?
☑ What would distinguish it from a competitor?
☑ How do you define that point of difference?
☑ What do you pride yourself on?
☑ What could you do better?
- Having a strong focus on the customer:
☑ Have you thought about how the customer moves through your process, from initial contract to service appointments?
☑ Have you thought about how your techs arrive and interact with customers?
☑ Have you considered customer pain points throughout the process?
- Aligning sales and marketing:
☑ Do sales understand how marketing can help them?
☑ Does marketing understand how sales is evaluated?
☑ Does sales know where to find content that marketing is producing
☑ Is the content being produced relevant to what sales is hearing from potential customers or clients?
☑ Do the two sides meet every few weeks to go over best practices and pain points?
- Focusing on productivity:
☑ Are you too worried about the quantity of the work you’re doing?
☑ Can you shift the focus to the quality of work?
☑ Is your team awash in emails and meetings, or can they focus on real, value-add work?
- Embracing technology:
☑ Where are you with mobile solutions, especially for scheduling and inventory?
☑ Where are you with the Internet of Things?
☑ How do you source and assess new technologies?
- Optimising customer data:
☑ Do you have a good system for tracking and accessing customer data?
☑ Do you know how to use the data to make service better?
☑ Do you understand the value of data points as relates to revenue and profit?
- Becoming a business line:
☑ Do you understand your KPIs?
☑ Do you know where your ROI will come from?
☑ Do you understand costs and how to keep them down?
☑ Do you understand profits and how to maximise them?
☑ Are you clear on what happens at the margin?
You can download the 10 Ways to Make Your Field Service Organisation a Profit Centre eBook here.