Achieve an Outcome-Based Service Model with a Field Service Management App

outcome-based with mobile field service app

Injecting mobility into your service operations can do more than just increase productivity—it can transform the way you do business.

Many of us have heard about the shift from cost-centric to profit-centric business models. Instead of focusing on initial sales or emergency-break fix orders, field service organizations are building stability and profitability by focusing on long-term profit making strategies like warranties, preventive maintenance , or complex product repair that can be customized for each customer.

Now–right when we think we’ve got this profit-centric thing figured out–Technology Services Industry Association (TSIA) predicts yet another shift in the state of field service in its Outcome-Based Services Portfolio—this time away from profit-centric only model toward an outcome-based approach that positions the customer and the provider as co-producers of outcomes, working together to achieve the best results.

Mobile Shifts Relationship Between Customer and Provider

Technology today makes everything and everyone ultra-connected. With the ability to connect, communicate, and share information in an instant, business relationships between customer and company are changing. Customers today don’t want a one-time purchase or even a quarterly preventive maintenance visit without being part of the process. They want to be in constant contact with the service company, receive regular updates and data about their equipment, and become an active partner in the process instead of just a receiver of services.
service pro mobile field service app
For example, service companies could offer consulting for their services by holding informational sessions that teach customers how to use and maintain equipment so they can understand and get the most out it.

Tie Revenue to Service: How an Outcome-Based Model Actually Works

What’s a great way to prove your company’s trustworthiness and service quality? Give customers the option to pay based on outcome. By linking revenue to service outcomes, you show customers that you’re serious about working together to create the most valuable solution for them.

With an outcome-based approach, your company will:

    • Increase sales
    • Build trust and reputation
    • Reduce the cost of customer acquisition
    • Retain existing customers

According to TSIA’s 2014 Heatmap, “Customers are less and less excited by services that are designed to implement and support a product, as opposed to services that are designed to help achieve specific business outcomes.”

Outcome-based services are not entirely new, being offered by industry leaders like Johnson Controls today in markets such as government contracting, healthcare, and IT.

Monitor Outcomes to Determine Cost with a Field Service Management App

In order to run a successful outcome-based strategy, you’ll need to start with a quality field service app that can organize, automate, and monitor outcomes so you always know what’s going on with hard evidence to prove it. Here are some of the tools that will be most useful as you undertake this new business approach:

    1. Mobile: A mobile field service app is necessary in order to run a successful outcome-based business model because it empowers customers by connecting them with technicians. It’s easy to create customer surveys, chat panes, and customized reports so customers stay in the loop.

    In addition to customer involvement, mobile field service apps make it easier for techs to collect data and monitor outcomes in the field.

    2. Forms Builder: When companies can create customized forms, they’re able to monitor the right information to improve business intelligence. With configurable inspection forms, techs can track the outcomes of their performance in the field, the functionality their assets, and more.

    3. Service Portals: Portals, which display business data and outcomes in easy to read charts and graphs, are essential to an outcome-based approach. With the ability to customize stakeholder widgets, you open up visibility into the productivity and outcomes of your service for both employees and customers.
    service portals

Take a Risk and Adopt a Field Service App for an Outcome-Based Trial Run

An outcome-based business model for the service industry is still in its infancy and the jury’s still out on its overall effectiveness on a large scale. But isn’t that how all great ideas start—with a spark? Technology’s capabilities aren’t going to stop expanding and evolving anytime soon and the companies that are able to adopt the newest technologies into their operations and adjust their strategies (sometimes dramatically) are the ones who will be able to keep up in an ever-shifting industry.

Whether you’re cost-centric and trying to shift to a more profit-centric model to achieve financial stability, or you’re already running a profit-centric business and looking to get a leg-up on your competition with an outcome-based approach, a field service management app will keep you connected to your customers and in-the-know about operations in your business from scheduling to data collection to asset and task tracking.

Because if there’s one thing we know for sure, it’s that if you aren’t implementing some form of technology or a mobile solution to help you manage and propel your business, you’re at risk for becoming obsolete.

7 Best Practices for Choosing a New Field Service App

Learn how you can make the best decisions when incorporating field service software into your operations. Use these tried and true methods for organizing the field service software buying process. Eliminate the unexpected and increase your chances of success with your software in the new year.

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