How an organization’s mobile workforce performs is critical to the customer relationship, which in turn is a significant factor in profitability. Arrive late or fail to resolve a customer’s issues the first time and your brand image may be diminished, with customers seeking competitors to meet their needs.

To prevent this, best-in-class field service organizations are investing in the fundamentals of a strong field services structure – workers, technology, data, and execution. Organizations with a strong grasp of these elements stand to outpace the competition and boost profits.

Goals and Challenges

In AberdeenGroup’s Field Service Workforce Management Guide, 56% of field organizations cited increasing revenue as a high priority, while 52% and 45% cited improving customer satisfaction and increasing productivity/utilization respectively as strategic goals. Yet 25% of customer issues are not resolved, which erodes customer confidence and reflects the need for better systems and improved worker training.


Best-in-class organizations understand the ramifications of having an under-trained, under-qualified workforce. When a company sends a worker on a field service call, the worker needs to resolve the issue the first time, every time. To achieve this, organizations must invest in tools that empower their workers and enhance productivity while regulating budgets and controlling labor costs.

Best-in class organizations integrate the statistics and data these tools provide into usable information through predictive analysis. By compiling and analyzing reports on miles driven, traffic patterns, time on site, proximity between driver stops, idle times and fuel use – among other data points – leaders can spot patterns and identify areas in need of improvement.  In fact, best-in-class companies are nearly 40% more likely to use workforce management solutions such as performance management to optimize resources and work management processes.

Organizations implementing technology like a workforce management solution realize significant benefits, including real-time visibility into the work schedule and activities of their mobile workers, which facilitates real-time scheduling and routing decisions to optimize workloads and reduce overtime costs.

Operating in conjunction with workforce management are technological solutions such as fleet management and driver safety that optimize travel time, projected time of arrival and allotted time to complete a job. With dispatchers communicating through in-vehicle or handheld devices, field workers have the information they need, when they need it, to enhance performance and productivity.

When properly used, solutions like workforce and fleet management can capture large volumes of information to deliver invaluable insights. Using technology such as workforce management with its performance management capability is paramount to evaluating field worker performance and determining who delivers the best results.

Workforce management software also can be configured according to an organization’s strategic initiatives, whether that is responding to customer calls faster, fuel efficiency, reducing overtime or managing performance.

With today’s progressive technology, there’s no reason why a field service organization can’t offer the most efficient and effective workforce possible.

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