Mobile Field Service 2007 and Beyond
An effective field service operation requires the efficient planning, provisioning, and costing of resources – primarily people, inventory, and vehicles. This increasingly requires accurate and frequent views into field service data – such as work order status, technician productivity, and customer satisfaction. With evershrinking service response times required by customers, service executives are looking to purchase and/or upgrade field service technology solutions as a top strategy to improve their field service operations.
Key Business Value Findings
- Best-in-class firms top others in terms of work order completion, SLA compliance, and mean time to repair. As such they see service margins of 17.2%, a full 2.5% more than average firms.
- Field service automation has led to improvements such as 9% reduction in meantime to repair as well as a near 18% increase in service revenues.
This Aberdeen report examines how best-in-class companies are responding to increasing customer demand for world class service. The report finds that about two-thirds of respondents reported that they are looking to attack current field service inefficiencies by purchasing or upgrading their mobile technology arsenal. In addition, many companies are taking steps toward integrating field service processes more closely with adjacent functions in the service chain.
