Shift Left – The Necessary Direction in Service Supply Chains

Using Analytics to Improve the Customer Experience and Reduce Service Costs (white paper abstract)

Field service and support networks can vary widely in size, geographical dispersion, type of support channels and scope of customer interactions. However, there are two common elements shared across all of them:

1) the faster an issue is resolved, the higher the customer satisfaction; and

2) the earlier in the network an issue is resolved, the lower the cost.

Imagine a left-to-right flow that starts with a signal for a service request and advances through the support network until it is resolved, then “faster” and “earlier in the network” translate into a “shift-left” objective.

This paper offers a point of view on how to self-assess the criticality of “shifting-left” and implement an analytical strategy accordingly. Let’s first begin by mapping the structural elements of these networks:

• is your inability to predict or remotely troubleshoot equipment failures driving an unnecessarily large volume of field service requests?
• is lack of process compliance in the service request journey damaging your diagnosis effectiveness and time to resolution?
• i) is customer satisfaction decreasing due to repeat dispatch events and a growing service backlog?

The goal is to help you identify and prioritize opportunity areas in your field service and support network, and provide direction on how analytics can help you "shift-left".

If you would like to receive a copy of the white paper simply reply “Yes” in the comment area and I will ensure you get a copy. 

#fieldservice #customersupport #analytics