Field service companies that want to succeed in tomorrow's competitive world must shift their focus to "deliver a total solution that centers on improving the customer experience."

This article from A.T. Kearney, a leading management consultancy, recommends five key strategies for service companies to follow:

#1 Strategy:
"Crown the Customer King"
Consider the statistics below and it quickly becomes apparent that a business should "place its customers - not its products - at the center of its operations."

"It is 5 to 7 times more expensive to find a new customer than to retain an existing one. Losing 5% fewer customers can increase profits by as much as 75%."

#2 Strategy: "Delivering on the Promise"
Customer-driven strategies should guide business operations - with scheduling and delivery as "core management activities". When companies make customers their number one priority, they always know "who needs what and when."

#3 Strategy: "Centralize and Localize"
Based on A.T. Kearney's customer surveys, "most people want the stability and quality of a nationwide company supporting them, but they also like the firm that looks and feels like a local company."

Consolidate "back-office and non-strategic functions" to gain economies of scale and help management gain a truer understanding of its business operations. Keep activities that require "high levels of local knowledge" and significant face-to-face interaction in close proximity to the end-consumer.

#4 Strategy: "Customer-Driven IT - Delivering Visibility and Integration"
Not only should technology improve a company's efficiency and effectiveness - it should also help businesses build stronger customer relationships. Customer-driven technology must address and enhance at least seven key areas:
1. demand forecasting, 2. pricing, 3. job order management, 4. scheduling and routing, 5. delivery, 6. customer service, and 7. tracking and reporting.

#5 Strategy: "Don't Wait for Change - Deliver It"
Strategic change within an organization may not always be easy - but it can be managed successfully with the following tips:

A. Provide "detailed transition checklists, extensive training programs, and on-the-ground support during the launch."

B. Don't waste time. Prepare for a quick implementation.

C. Communicate a compelling message of positive growth and stronger customer service in order to win employees' commitment

For more information on how to transform your field service business
refer to A.T. Kearney's full article, Transforming Field-Service Operations, Running Faster, Longer, Smarter in Customer-Delivery Services.

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