TMCnet News
Contractors Being Late For Service Appointments Does More Than Annoy Customers, It Costs Businesses More Money Every YearBURLINGTON, Massachusetts, June 9, 2015 /PRNewswire/ -- For many businesses that provide deliveries, installations and service calls to customers, more than half of the service work is handled by third-party contractors. These road warriors are often the only face that the customer sees and are essential for enhancing the business. The rise in the power of the consumer is causing increased demand for businesses to provide a seamless customer experience, regardless of who is providing the service. Yet new findings from a ClickSoftware (NasdaqGS: CKSW) survey of more than 200 companies shows the partnerships between businesses and their contractors are not as solid as once thought, and major service gaps are weakening company reputations and increasing the cost of service every year. The main drivers of customer dissatisfaction are communications and quality failures. The failures are on both ends of the spectrum with 89 percent of contractor managers reporting that third-party contractors should be more transparent and communicative in order for the business to succeed. At the same time, many key performance metrics are not being regularly measured by businesses due to the lack of visibility into the contractor's workday. Key survey findings include:
Survey Methodology This survey was conducted online through Online Panel, Research Now Panel, which is ICC/ESOMAR compliant within the United States between April 15 and 23, 2015 among 200 decision makers within departments that deal with third-party contracting and targeted directors and managers of services, customers service and operations, and looked specifically at the following sectors: manufacturing (installations); home services; retail and utilities. To view the detailed survey results, download a copy of the survey report. For complete survey methodology, including weighting variables, please contact [email protected]. About ClickSoftware ClickSoftware (NasdaqGS: CKSW) is the leading provider of automated mobile workforce management and service optimization solutions for the enterprise, both for mobile and in-house resources. As pioneers of the "Service chain optimization" concept, our solutions provide organizations with end-to-end visibility and control of the entire service management chain by optimizing forecasting, planning, shift and task scheduling, mobility and real-time management of resource and customer communication. Available via the cloud or on-premise, our products incorporate best business practices and advanced decision-making algorithms to manage service operations more efficiently, in a scalable, integrated manner. Our solutions have become the backbone for many leading organizations worldwide by addressing the fundamental question of job fulfillment: Who does What, for Whom, With what, Where and When. ClickSoftware is the premier choice for delivering superb business performance to service sector organizations of all sizes. The company is headquartered in the United States and Israel, with offices across Europe, Latin America and Asia Pacific. For more information, please visit http://www.clicksoftware.com. Follow us on Twitter. Media Contacts: SOURCE ClickSoftware Technologies Ltd |