Is Your Field Service Organization Future-Proof?

Preparing the Workforce of the Future

If the pandemic has taught us anything, it’s that no one can predict what the future will hold. The resiliency of field service has never been more in the spotlight. This last year, companies learned just how flexible their operations were. Unfortunately, some where left scrambling to adapt to “new norms”.

Now it seems like things are slowly getting back to normal and you might think that organizations are breathing a little easier. However, a recent study found that 95% of CXOs expect to be hit by another crisis in the near future. This might seem all “doom and gloom” but consider this – we’ve already experienced 3 global disasters in the last 20 years.   

Whether or not a company begins to prepare now for the next crisis will be the deciding factor between which companies successfully weather the next storm and which do not. However, between technological transformation and the changing workforce landscape, trying to think ahead can feel overwhelming. So, what is a company to do?

Here are the three areas you need to focus on now to help you prepare the workforce of the future. And they all have one thing in common: outsourcing.

Future-Proofed Technology

More than ever, the technology your organization invests in must be flexible enough to adapt to a changing environment. Organizations need to implement modern field service solutions that can be deployed quickly and cost efficiently. However, the increasing complexity and speed of change of technology makes this difficult. With technology expected to evolve exponentially and become more disruptive in the coming years, investing in the latest technology may not be an option for most companies.

Outsourcing provides access to the latest available technology, allow companies to remain competitive and relevant. Organizations can mitigate risk by avoiding investment in technology and resources that could become redundant quickly, while giving them flexibility and scalability they need to be future proof.

By finding a technology provider familiar with the latest trends and innovations, as well as the knowledge and experience to deploy it to your team, you will save your organization the cost of investing in-house. 

Future-Proofed Workforce

Before the pandemic, a report by the Service Council found that half of of field service organizations reported challenges finding enough talented technicians. COVID-19 has certainly driven this number higher.

By now, you have heard of the rising gig economy and the benefits it has for field service organizations. Some companies have already included on-demand workers as an integral part of their current operations. No doubt, these companies were able to remain flexible and adapt quickly to the uncertainties 2020 brought their way.

If they haven’t already, companies should be seriously investigating how a 3rd party workforce can fit into their future-proof roadmap. Contracted workers give businesses the operational scalability needed during uncertain times, as well as access to workers with more specialized skill sets.

Future-Proofed Knowledge   

The importance knowledge plays in a field service organization’s ability to be successful during a crisis has been proven ten-fold during the pandemic. Unfortunately, many organizations found themselves relying on it more than ever and companies soon realized that their “good enough” knowledge management procedures were no longer sufficient.

The need for knowledge isn’t going away soon. According to the Service Council, 70% of service organizations indicated that they would be burdened by the knowledge loss of a retiring workforce in the next 5 to 10 years.

Implementing knowledge management can be an overwhelming task. Creating, delivering and maintaining an effective knowledge solution takes a combination of people, process and technology in order to be successful, and most companies lack the inside talent, software and time to do it. In fact, we’ve heard from many companies using in-house systems realized just how insufficient their current way of doing things was last year.

Working with a knowledge management provider that not only has the know-how, but access to the latest tech, qualified experts is the best way to ensure you get an effective, and accelerated, strategy in place.

Outsourcing is the Future

It’s not a matter of “if” the next crisis will hit. It’s a matter of “when”. Fortunately, outsourcing provides the necessary ingredients for companies to remain resilient and adaptable when faced with the unexpected.

Outsourcing gives businesses the ability to create opportunities for digital growth that they wouldn’t otherwise have, while letting employees focus on their main roles. Organizations can build teams of skilled professionals for both core and non-core functions without adding the expense of full-time employees, as well as shift areas of operations globally during a crisis.