Emphasizing Value Conversations and Defining ROI

In the penultimate feature in this series, we look at the critical but often overlooked topic of how we define potential ROI and how we demonstrate that to our stakeholders within the business…


In today’s rapidly changing business landscape, investment in field service management (FSM) solutions has become a critical driver for organizations seeking to overcome an array of challenges.


From addressing workforce constraints to enhancing operational efficiency and customer satisfaction, FSM solutions offer a comprehensive approach to tackling pain points within field service operations.


However, in times of economic uncertainty, it becomes imperative for organizations to identify their primary pain points and break them down into specific areas where the return on investment (ROI) can be delivered swiftly. By focusing on the most pressing challenges and emphasizing value conversations, organizations can strategically allocate resources and drive meaningful outcomes that directly impact their business.


In this penultimate feature in the series, we will explore the strategies and considerations for calculating ROI, articulating value to stakeholders, and finding partners who truly understand the importance they bring to your organization.


Calculating ROI for Field Service Systems:


To make informed decisions about investing in field service systems, organizations must identify their pain points and understand their potential impact on their operations. By pinpointing the areas that require improvement and quantifying the associated costs, organizations can better assess the possible return on investment (ROI) and prioritize their efforts accordingly.


Identifying Pain Points:


The first step in calculating ROI is identifying the pain points within field service operations. These pain points can vary depending on the organization, but familiar challenges include the following:


  • Excessive downtime.
  • Inefficient resource allocation.
  • High service costs.
  • Lack of visibility into service processes.
  • Poor customer satisfaction.

This paper is available exclusively for FSN PRO/PRO+ members, but thanks to our partner on this project ServiceNow it is also available for a limited period to those on our FSN FREE membership tier. If you are already a member and cannot see the ‘read now’ button please make sure you are logged in. 

Data usage note: By accessing this content, you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed partner of this premium content ServiceNow who may contact you for legitimate business reasons to discuss the content of this paper.

"Identifying pain points, calculating leakage cost, and assessing ROI is essential in determining field service systems’ value..."

By conducting a thorough assessment of the current state of operations and gathering insights from various stakeholders, organizations can identify the specific pain points that must be addressed.


Calculating Leakage Cost:


One approach to assessing these pain points’ impact is calculating the leakage cost. Leakage cost refers to the financial implications of inefficiencies, errors, and missed opportunities within field service operations. It includes lost revenue due to downtime, high service costs, overtime expenses, repeat service visits, and dissatisfied customers.


By quantifying the leakage cost associated with each pain point, organizations can understand the magnitude of the problem and prioritize their investments accordingly.


Assessing ROI:

Once the pain points and leakage costs have been identified, organizations can evaluate the potential ROI of implementing field service systems. ROI calculations typically involve estimating the financial benefits of addressing each pain point and comparing them to the costs of implementing the necessary technology solutions.


The benefits may include cost savings from improved operational efficiency, increased productivity, reduced service costs, enhanced customer satisfaction, and higher revenue through upselling or cross-selling opportunities.


To assess ROI, organizations should consider both the tangible and intangible benefits. Tangible benefits are quantifiable and include direct cost savings or revenue increases.


Intangible benefits, such as improved brand reputation, customer loyalty, and employee morale, are more challenging to measure but equally valuable.


Moreover, organizations should also consider the time frame for achieving ROI. Some benefits may yield immediate results, while others require a longer-term perspective. By evaluating the potential ROI within a reasonable time frame, organizations can make informed decisions about implementing field service systems and prioritize investments based on the expected returns.


In conclusion, identifying pain points, calculating leakage cost, and assessing ROI is essential in determining field service systems’ value. Organizations can make strategic investments that deliver the most significant impact on their business by understanding the specific challenges within their operations and quantifying the associated costs.


This approach enables them to prioritize resources, address the most pressing pain points, and achieve a compelling ROI that supports their overall goals and objectives.

"In addition to tangible financial benefits, it is crucial to highlight the intangible benefits of field service systems..."

Articulating Value to Stakeholders: Communicating ROI for Field Service Systems


Communicating the return on investment (ROI) of field service systems to stakeholders is crucial in gaining support and investment for these initiatives. To effectively articulate the value and impact of these systems, organizations need to employ strategies that resonate with different stakeholders and highlight the tangible and intangible benefits that can be achieved.


Translating Technical Details into Business-Oriented Language:


When communicating ROI to stakeholders, it is essential to translate technical details into business-oriented language that aligns with their priorities and objectives.


Senior management, finance teams, decision-makers, or board members may be stakeholders. Rather than focusing on the intricacies of the technology itself, highlight the business outcomes that field service systems enable, such as cost savings, revenue growth, customer satisfaction, and competitive advantage.


By framing the discussion in a language that resonates with stakeholders’ interests, you can effectively convey the value and relevance of the investment.


Demonstrating Tangible Financial Benefits:


One of the most compelling ways to communicate ROI is by demonstrating the tangible financial benefits that field service systems can deliver.


Quantify the cost savings, efficiency gains, and revenue increases expected from implementing these systems. Use concrete data and financial metrics to support your claims, such as projected reduced service costs, improved first-time fix rates, decreased downtime, or increased customer lifetime value.


Presenting a clear and well-supported financial case helps stakeholders understand the direct impact of the investment on the organization’s bottom line.


Highlighting Intangible Benefits:


In addition to tangible financial benefits, it is crucial to highlight the intangible benefits of field service systems.

Intangible benefits may include:


  • Improved customer satisfaction.
  • Enhanced brand reputation.
  • Increased employee morale.
  • Better decision-making based on data insights.


Although intangible benefits are more challenging to quantify, they are equally crucial in driving long-term success and competitive advantage. Use customer testimonials, case studies, and real-life examples to demonstrate how these intangible benefits can contribute to the organization’s success.


Customizing the Message for Different Stakeholders:


Different stakeholders have varying perspectives and priorities. Tailor your message to resonate with each stakeholder group. For example, senior management may be more interested in the strategic impact and alignment with overall business objectives, while finance teams may focus on cost savings and ROI. Understand their specific needs, concerns, and expectations, and adjust your communication approach accordingly.


Customizing the message ensures that stakeholders can connect the value of field service systems to their specific roles and responsibilities within the organization.


Presenting a Clear Implementation Plan:


To instil confidence in stakeholders, present a clear implementation plan that outlines the steps, timeline, and anticipated outcomes of the field service system deployment. Address potential risks, mitigation strategies, and the resources required for successful implementation. This demonstrates a well-thought-out approach and a commitment to driving the expected ROI. Sharing a comprehensive plan helps stakeholders envision the journey and understand how their investment will contribute to achieving the desired results.

"By challenging potential solution providers to demonstrate ROI, organizations can ensure they select partners who provide innovative technologies and understand the actual value they bring to the business..."

Organizations can effectively convey the value and impact of field service systems by employing these strategies for communicating ROI to stakeholders.


Translating technical details into business-oriented language, demonstrating tangible financial benefits, highlighting intangible benefits, customizing the message for different stakeholders, and presenting a clear implementation plan all contribute to building support and securing the necessary investment for successful implementation.


Finding Partners Who Understand the True Value They Bring to Your Business: Challenging Solution Providers to Demonstrate ROI


Finding the right technology partner is essential for successfully implementing and realizing ROI in field service operations.


Identifying solution providers who offer innovative technologies and understanding the value they bring to your business is crucial. By challenging potential solution providers to demonstrate ROI, organizations can ensure they select partners who are committed to delivering measurable results and driving long-term success.


Assessing Expertise and Understanding:


When evaluating solution providers, assessing their expertise and understanding of the field service industry is essential.


Look for providers who deeply understand the challenges and pain points specific to field service operations. A knowledgeable partner will be able to offer insights, best practices, and industry-specific expertise to guide your organization in achieving ROI. Consider their track record in delivering successful implementations and their ability to address complex operational requirements.


Demonstrating Breadth of Technology:


A comprehensive field service management (FSM) solution requires a breadth of technology to address various aspects of the service lifecycle. Evaluate solution providers based on the scope of their offerings, such as workforce management, scheduling and dispatch, asset management, IoT connectivity, analytics, and customer relationship management.


The more comprehensive the technology stack, the greater the potential for achieving ROI across multiple dimensions of field service operations.


Providing Meaningful Consultancy and Guidance:


A reliable technology partner should go beyond providing software solutions. They should offer meaningful consultancy and guidance throughout your digital transformation journey. Look for solution providers who can assess your unique business requirements, offer customized solutions, and help you optimize your field service processes.


They should act as trusted advisors, proactively suggesting improvements, sharing best practices, and supporting your organization in achieving operational efficiency and driving ROI.


Understanding Future-Proofing:


Technology constantly evolves, and field service organizations must be prepared for future advancements. When engaging with solution providers, assess their understanding of future-proofing and their ability to support your organization’s long-term goals.


Look for partners who demonstrate a vision for the future, keep pace with emerging technologies, and offer scalable solutions that can adapt and grow your business. Understanding how the provider plans to incorporate emerging technologies like artificial intelligence, machine learning, and automation into their solutions ensures that your investment remains valuable.


Challenging Solution Providers to Demonstrate ROI:


During the evaluation process, challenge solution providers to demonstrate the ROI their tools and technologies can deliver. Ask for case studies, success stories, or references from organizations in similar industries or with comparable pain points.


Evaluate how the provider quantifies and measures ROI and the specific metrics they use to assess success. Request a proof-of-concept or pilot program to test the solution’s effectiveness in addressing your organization’s pain points and driving tangible results. By setting these challenges, you can gauge the provider’s commitment to delivering ROI and determine their ability to meet your organization’s unique needs.


By challenging potential solution providers to demonstrate ROI, organizations can ensure they select partners who provide innovative technologies and understand the actual value they bring to the business. Evaluating expertise and understanding, assessing the breadth of technology, seeking meaningful consultancy and guidance, considering future-proofing, and setting challenges for ROI demonstration are crucial steps in finding the right technology partner that aligns with your organization’s goals and can drive meaningful results

Reflective Questions for you to apply the themes discussed here to your own organisation:

#1: How can you quantify the financial impact of these pain points through leakage cost analysis, considering factors such as downtime, service inefficiencies, and dissatisfied customers?


#2: What specific benefits do you expect to achieve by addressing these pain points through implementing field service systems, and how can you measure and quantify their impact on your organization’s ROI?


#3: How can you effectively translate the technical details of field service systems into business-oriented language that resonates with different stakeholders and aligns with their priorities and objectives?


#4: What tangible financial benefits can you highlight when communicating ROI to stakeholders, and how can you support your claims with factual data and financial metrics?


#5: What criteria can you use to evaluate the breadth of technology solution providers offer, and how can you ensure they can provide comprehensive solutions that address multiple dimensions of your field service operations?

Do you want to know more? 


For a limited time the white paper this feature is taken from will be available on our forever-free subscription tier FSN FREE as well as being available to all FSN PRO subscribers. 


If you are already a subscriber you can access the report instantly on the ‘read now’ button below. If the button is showing ‘Join FSN FREE’ please log-in and refresh the page. 


If you are yet to subscribe simply click the button below and complete the brief registration form to subscribe and you will get instant access to this report plus a selection of premium resources each month completely free. 



Data usage note: By accessing this content, you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed partner of this premium content ServiceNow who may contact you for legitimate business reasons to discuss the content of this paper.