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How can the service sectors best prepare for a millennial driven work force?

29 March 2019

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> How can the service sectors best prepare for a millennial driven work force?

A generational shift is happening in the global workforce and its changing the way business is done.

No longer are the professional trades driven by the methods and process which dictated previous success. Now speed and accessibility of information are just as valuable as the quality of service.

With accessibility of services and response time being the major factors driving sales, especially in the service sectors, many business are increasingly relying on Millennials to define best practices in service management technology and customer experience.

The maturation and integration of the Millennial generation into the workforce has seen massive changes in how businesses operate. From the financial sectors’ significant shift and reliance on digital assets management to professional sports franchises utilisation of real time data and statistics to influence player conditioning, the millennial generation are adapting the traditional approaches and drivers of engagement to the new technological realities of the 21st century.

According to the Pew Center:

“Millennials are on the cusp of surpassing Baby Boomers as the USA’s largest living adult generation, according to population projections from the U.S. Census Bureau. As of July 1, 2016 (the latest date for which population estimates are available), Millennials, whom we define as ages 20 to 35 in 2016, numbered 71 million, and Boomers (ages 52 to 70) numbered 74 million. Millennials are expected to overtake Boomers in population in 2019 as their numbers swell to 73 million and Boomers decline to 72 million. Generation X (ages 36 to 51 in 2016) is projected to pass the Boomers in population by 2028.”

From the incorporation of tech savvy thinking and accessibility of on-demand information in real time many industries are improving customer satisfaction, response time and the ability to manage large fleets with ease in no small part because of the internal influence of millennials in the corporate management structure.

By 2025, Millennials Will Comprise Three-Quarters of the Global Workforce.

As a recent blog stated :

“We know the stereotypes. Millennials never settle down. We’re drowning in debt for useless degrees. We refuse to put our phone away. We are addicted to lattes even at the expense of our water bill. Our bosses are not wrong about these perceptions. But, pointing to our sometimes irresponsible spending and fear of interpersonal commitment isn’t going to solve your problem. You still need us. We’re the ones who’ve mastered social media, who have the energy of a thousand suns, and who will knock back £4.00 macchiatos until the job is done perfectly.”

What is a Millennial? What defines this generation?

The Pew Research Center defines Millennials as the people who were born between 1981 and 1996. Gallup uses roughly the same time window, and estimates that there are approximately 73 million Millennials in America.

“Millennials already are the largest segment in the workplace. Within the next two years, 50 percent of the U.S. workforce is expected to be made up of Millennials. It will be 75 percent by 2030, according to the U.S. Bureau of Labour Statistics.”

At companies where managers show sincere interest in Millennials as people, the organization sees an 8x improvement in agility, and a 7x increase in innovation!

Millennials are the first-generation who can objectively be viewed as digital.

“Technology – particularly gadgets like smartphones, but also tablets and laptops – have revolutionised the way they connect and interact with one another and the rest of the world.

While the vast majority of people surf the Web from a desktop or laptop computer at home or work, 85 percent of Millennials access the Internet from their phones – more than all other generations.”

How will Millennials impact how business will operate in the future?

According to Deloitte’s seventh annual Millennial Survey:

Companies and senior management teams that are most aligned with millennials in terms of purpose, culture and professional development are likely to attract and retain the best millennial talent and, in turn, potentially achieve better financial performance. Loyalty must be earned, and the vast majority of millennials are prepared to move, and move quickly, for a better workplace experience.

The top priorities when looking for a job are money (92 percent), security (87 percent), holidays/time off (86 percent), great people (80 percent), and flexible working (79 percent).

Millennials want leaders to more aggressively commit to making a tangible impact on the world while also preparing their organisations and employees for the changes in the formulative process of how Industry works.

How can the service sectors best prepare for a millennial driven work force?

Millennials are especially motivated by dynamic, cross-functional positions that expand their skills and challenge them. As a direct result of this thirst for knowledge, millennials seek jobs that allow them to be in contact with and learn from experts with interesting and diverse skill sets. Millennials strive to enhance interactions with other professionals and teams across a number of projects and campaigns.

With a clearer understanding of the factors which enhance millennial loyalty, companies can develop career paths that provide a wide range of experiences and not just vertical promotions up the totem pole.

How Can BigChange help your business integrate millennials into your operations?

BigChange what millenials want graphic

BigChange provides a dynamic mobile workforce management platform that delivers the digital, paperless and on-demand app-based experience that today’s workforce is increasingly used to. Millenials increasingly use mobile apps and social media as their primary means of communication, whether it’s managing their lives via WhatApp and Facebook, carefully curating their online personas on Instagram or ordering food-on-demand from the proliferation of on-demand apps.

Millenials increasingly demand complete integration and a seamless experience from technology; they don’t expect the need to switch between multiple pieces of software.

With its easy to use interface, BigChange combines everything a mobile-workforce needs into one easy to use package. bringing together back-office CRM, intelligent job scheduling, a paperless mobile app that manages each job step by step and sophisticated live tracking of vehicles. This cloud based system can be accessed by mobile teams collaborating across multiple sites and geographies.

BigChange gives millennial employees the mobile-first experience that they expect in the workplace, boosting productivity.

Where previous service management methods catered to older generations with bulky paper trails and disorganised invoices, the BigChange platform, with its sleek user interface and easy to use portal gives the millennial population a vital tool to manage the customer experience and support technical staff while allowing the back office to manage all billing and invoices in real time. BigChange gives Power to the Paperless!

To learn more about the BigChange 5-in-1 system please click here

1. Richard Fry. Millennials projected to overtake Baby Boomers as America’s largest generation (2018). Link
2. Quick Take: Generations—Demographic Trends in Population and Workforce (2018). Link
3. Lisa McLeod. Why Millennials Keep Dumping You: An Open Letter to Management (2015). Link
4. Mark Emmons. Millennials are likely the most studied generation in history (2018). Link
5. Ed Frauenheim. 2018 Best Workplaces for Millennials Summary (2018). Link
6. How Millennials Want to Work and Live. Link
7. The Importance of Millennials in the Workplace. Link
8. The Deloitte Millennial Survey (2018). Link
9. Mark Emmons. Millennials are likely the most studied generation in history. (2018). Link

29th March 2019


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