In an extremely competitive service landscape, Best-in-Class service firms are looking to empower their field technicians and mobile workers with tools to ensure quick and efficient service. As such, these firms are actively taking steps to map and automate service-specific workflows to replace outdated and inefficient paper-based systems, as indicated in a new study published by the Aberdeen Group.
Aberdeen’s benchmark survey of over 250 companies identified that rising cost pressures were top of mind for most service firms, and the need to balance these pressures with rising customer expectations for service was the major driver for these firms to evaluate mobile automation initiatives. In an attempt to meet these pressures, leading firms were more than two times as likely to track their mobile assets in real-time and almost two times as likely to provide their field technicians with mobile tools to manage service work orders and parts-related information.
To support improved access, increased data capture and enhanced data transfer capabilities needed for real-time field worker empowerment, leading firms were nearly two times as likely to leverage mobile field service applications for work order management and 42% more likely than others to leverage mobile solutions for optimized scheduling and asset tracking. As a result leading firms were experiencing:
-- An 18% decrease in mean time to repair over the last year
-- A 19% increase in technician productivity over the last year, compared to a 9% increase for all other firms
-- A 93% level of SLA compliance, compared to a 77% performance for all other firms
-- Service-based margins of 25% as compared to a 18% level for all other firms
More information on the service and support industry can be found at www.supportindustry.com
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