Field Service


Field Service

Enhance Customer Experience, Increase Workforce Efficiency, Reduce Cost

Today’s rapidly changing world of mobility, cloud, social media and new disruptive technologies present Field Service departments unique opportunities to simultaneously enhance customer experience and reduce costs. Deloitte can help you maximize your potential by following our unique 8 step approach.

Your Challenge

Our clients are often saying that they are missing their SLA’s, that appointment windows are being missed or idle time for their engineers even though they we’re fully booked. They feel schedulers are manually allocating instead of jeopardy managing and that engineers are more traveling than serving customers. These are much heard operational problems encountered by service managers and team leads. For senior management it is important to set the right strategic goals to drive the service department into the right direction. Is this direction lowest cost to serve or best-in-class customer experience? Do you keep your own fleet of engineers, or do you outsource them? What type of contracts do you offer to your clients, basic time-to-respond, more complex time-to-fix or sophisticated uptime/availability contracts?

How Deloitte can help you

Deloitte can help you make these right strategic decisions and support the implementation of your strategy. We use an eight step approach to first understand your business and answer the strategic questions and next understand the more operational challenges and requirements. Deloitte can then help you implement your new business model, both from organisational, change, process and technical point of view. We have executed similar projects for large pan-European clients delivering a complete overhaul of their Service Operations and implemented real-time scheduling systems for planners, mobile solutions for engineers and reporting systems for service managers.

What’s in it for you

The initial study will leave you with a clear picture of your future business model, understanding of your current and future maturity and a plan how to get there. We’ve realised complete new service processes before and have:

  • Achieved a higher average field visits per day per engineer of 18%
  • Minimised the average number of Km driven per field visit
  • Minimised the number of planners required per engineer (35% less planners)

Thus saving millions of Euro’s each year for our clients.

Deloitte recently joined forces with the Singularity University in the US opening up key insights into our future daily lives and how it will be affected by new technologies such as Artificial Intelligence, 3D printing and drones. Deloitte has recognized these disruptive changes and is able to help you maximise the opportunities these bring to your field service department before your competitor does so.

More information?

Would you like to know more about mobile workforce? Please contact Theo Slaats via 088 288 2531.


Theo Slaats

Theo Slaats


Als partner in Deloitte Digital help ik klanten in hun digitale transformaties, zodat ze slimmer kunnen engagen met hun klanten en beter kunnen inspelen op gekende en ongekende behoeften. Op die manie... Meer

Jeroen Panken

Jeroen Panken

Senior Manager

Ik ben sinds 2007 werkzaam bij Deloitte en help klanten met uitdagingen op het gebied van Customer Service en Engagement. In de loop der jaren heb ik mezelf gespecialiseerd op het gebied van ‘Mobile W... Meer