Resource Type: eBook
Published by: Trimble
Title: A Connected World: Field Service Insight Report
Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!
Synopsis:
Having been amongst its earliest adopters, field service organisations are well aware of the role that connectivity has in their everyday operations.
By the nature of field service a wide range of elements come into play and the difference between what makes a great working day or a poor one, are all too often to do with how these components are connected.
Overview
The eBook focusses on four key areas in which the connected world is impacting field service delivery - Connected Operations, Connected Customers, Connected Workforce, and Connected Intelligence.
Connected Operations:
The success of a field service organisation hinges on getting all parts of the organisation – the back office, the mobile workforce, the fleet management and billing and finance – working together.
Field service technologies have a critical role to play in connecting the many elements involved in the operations across the organisation and the eBook explores how the connected operation could look, not in the future but today.
Connected Customers:
Customer service is widely recognised as being the number one business priority with a proven link between customer satisfaction, retention and profitability.
Aberdeen Group report that organisations that reached a 90 percent plus customer satisfaction rate achieved an annual 6.1 percent increase in service, 3.7 percent growth in overall revenue and an 89 percent level of customer retention
Connected Workforce:
Mobile technology isn’t just changing service; it’s changing the technician as well. No longer just someone who can install or make repairs, a field technician is also a knowledgeable and trusted advisor.
With so much information at their fingertips, technicians can do their jobs more efficiently, resulting in an enhanced customer experience Field service leaders report that implementing a mobile strategy provided an 18 percent increase in service visits per technician and a 40 percent increase in service revenue contribution per technician.
Connected Intelligence:
Field service organisations are characterised by complex workflows and interdependencies which call for a sophisticated approach to measuring the KPIs that go across all aspects of their operation.
Our research shows that nearly 30 percent of field service managers believe that their organisation is ineffective at using the data they collect and just 1 in 5 believes they get the information they need from field service data to help do their job.
This conflict is a major issue facing all too many field service organisations – there is a wealth of business intelligence available to them but making use of it is seen to be an overwhelming, almost impossible, task.
Processing the volume and speed at which ‘Big Data’ is gathered and turning it into useable information is a major challenge.
Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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