Eeek! Average cost of a field service visit passes $1000: How to change the math in 2012
In 2011 we overhauled the support and field service benchmark survey and began tracking additional operational metrics for field operations. Much of this data has never seen the light of day until this week, when I began preparing for this Thursday’s 9am PT webcast, “Optimize and Control Your Mobile Workforce.” In the webcast, I will reveal industry averages for multiple metrics, including onsite response time, onsite travel time, average repair time, percent of issues resolved on the first visit, and more. But the biggest shock to my system was when I pulled the average cost for a field service visit, which last time I checked with around $750.
The current average is now $1,011.17.
That means every time you roll a truck to a customer, it costs over a grand. When you aren’t able to solve the problem on the first visit, you are flushing another thousand dollars down the sink. With numbers this big, the ROI for improving key productivity metrics is fast and dramatic.
Tomorrow’s webcast is sponsored by Astea, and they will present a very compelling story, showing the complex series of processes required in scheduling and dispatching field service technicians, onsite work, and T&E tracking, and how automation can eliminate more than half of these steps being manually performed today. Which brings me to one other shocking statistic I found in the benchmark data: 58% of members say the scheduling and dispatch of field agents is done 100% manually. And guess how many have fully automated scheduling and dispatch? Zero percent.
Many companies have been existing for a decade on old CRM field service tools, waiting for a good reason to adopt newer, more flexible and more impactful tools. From what I’ve seen, mobility is that good reason. Mobile field service is revolutionizing how customers are serviced, as well as the cost model to do that service. Tune in this Thursday to hear how investing in technology will prepare your service operation for the next decade, include pushing back that average field service visit cost to well under $1000 again.
If you aren’t able to attend the webcast live, please go ahead and register and we’ll send you all the slides from the webcast, and a link to review the OnDemand version (maybe as a reward for finishing that Christmas shopping).
See you Thursday, and thanks for reading!Best Practices, field service comment below, or link to this permanent URL from your own site.