That's according to the 2020 Service Intelligence Benchmark Report. The report analyzed field service records from more than 50 organizations, including service divisions within OEMs and third-party service companies. The detailed findings provide deep insights into:
- How service organizations measure up relative to each other
- The skill level of the workforce on an individual level
- The skills gap that exists between the heroes (highest performers) and challengers (lowest performers) within each organization
The data reveals that a knowledge gap in the workforce is a major contributor to higher-than-average service costs and service delivery hurdles.
