9 ways to turn your field service center into a profit center

A ‘cost centre’ is a division of a company mostly tied to costs. Examples tend to include departments like human resources or IT. These departments are usually a necessity, they cost money rather than generate a profit, and don’t directly have control over the revenue they do generate. In many contexts, field service divisions have operated like this for years. A ‘profit centre’ deals with revenue and has some control over the revenues and profits it can generate.

Using automation, analytics, and intelligence to provide predictive maintenance, Microsoft field service solutions help organisations move from a traditional break-fix repair model to a more profitable, never-fail service model. Use intelligent scheduling capabilities to optimise workloads and take advantage of a comprehensive set of tools covering service locations, customer assets, work order management, resource management, product inventory, mobility, collaboration, customer billing, and analytics.

The transition from cost centre to profit centre is often a major undertaking. It is ultimately the result of strong planning and a fundamental focus on customer needs. Utilising current technology, optimising scheduling and inventory, and delivering the best customer service possible is crucial for emerging as a profit centre. This ebook provides 9 ways to help you move field service operations from a ‘cost centre’ to a ‘profit centre’.

1. Understanding your value
2. Focus on customer experience and customer journey
3. Align marketing and sales
4. Have a productivity focus and use collaborative technology
5. Relentlessly focus on mobile technology and Internet of Things integration
6. Optimize scheduling and inventory
7. Gain insights from customer data
8. Use your techs as marketers and salespeople
9. Treat service as a business line

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