[Pending] How to win the war for talent with Field Service Management software

Learn how technology, such as Field Service, addresses the shortage of skilled personnel and improves customer experience.

11/12/2024

Over the past few years, the focus on customer experience in industry has increased. Manufacturing companies or companies that focus on supply chain or technical services are therefore paying more attention to developing their service departments. However, there is a problem: there is a huge shortage of knowledge and skilled manpower to deliver that good customer experience. Technological innovations, such as Field Service Management software, can be an important part of the solution.

We cannot underestimate the importance of trained service personnel. Products are becoming more and more complex and maintenance or repairs require greater knowledge. In addition, customers are becoming more demanding. They want a solution quickly, and preferably one that is delivered without errors right away. Field service personnel, not the sales team, are sometimes the only point of contact with a customer. They are present at the critical moments when the customer needs help, is looking for expertise, or even looking for a new product.

Niels Stenfeldt

CEO of 9altitudes

War for talent

The only problem today is that companies have the greatest difficulty building out those service teams. Older generations, who often have their knowledge only in their heads, are leaving. And in today's tight labor market, it's looking with a magnifying glass for new, skilled workers. Potential employers often fight a hard battle for available profiles.

Companies that have understood that margins on purely transactional business are coming under increasing pressure are finding answers in more service around their products. The subscription economy is on the rise. But that economy needs good employees. Often, the lack of skilled personnel is the factor holding back greater business growth.

Attractive workplace

The solution to this problem is complex. Yet companies realize that making the work environment attractive is already an important part of the solution. And this is about much more than ergonomics or company events. It is also about the tools and applications that employees need to use on a daily basis. We have to do more and more work per person.

For a service department supporting customers in the field, Field Service Management software (9A Field Service and D365 Field Service) has become key nowadays. With Field Service Management software, companies can efficiently digitize and control all activities of the maintenance staff. This type of software can have a huge impact on the operation and efficiency of the service team and at the same time it can significantly improve the job experience for the service employee.

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Winning the war for talent

The war for talent rages on. If you want to make the Field Service job more attractive to service professionals, you need to deploy the necessary tools and technology. Field Service Management software makes the service job much more efficient, it improves communication and collaboration between employees, provides more autonomy and better assistance when needed for essential service tasks, and supports the growth of ambitious professionals. Moreover, this is an investment that will pay you back well within a year.

Field Service Management software will become a way to attract better recruits, lower the threshold for less experienced professionals, increase job happiness, and keep employees.