SOURCES: TSIA Field Services Mobility Stats Benchmark – July 2014© 2014 All rights reserved. Technology Services Industry Association (TSIA)

www.tsia.com/fs

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Field ServicesEMERGING MOBILITY TRENDS IN

COMPANIES ENGAGING THE FIELD SERVICE WORKFORCE

A growing number of field service organizations are seeing increased revenue generated with the use of mobility tools.

CUSTOMER ISSUES

SPARE PARTSINVENTORY

PRODUCTUPDATES

CONTRACTRENEWAL

ACCESS TOP NEW FEATURES

100908070605040302010

0 88% 63% 38% 31% 25%

KMS IN PLACE ACCESS TO KMS REMOTE KMS

COMPANIES USING MOBILITY BEYOND THE INCIDENT

COMPANIES BENEFITING FROM USING MOBILITY TOOLS

COMPANIES CONNECTING REMOTELY TO KNOWLEDGE MANAGEMENT SYSTEMS

SERVICES REVENUE (19%)NEW SALES REVENUE (13%)

PAPERWORK (63%)TRAVEL TIME (31%)

WORKER PRODUCTIVITY (63%)CUSTOMER SATISFACTION SCORES (50%)

94% 44%

BETTERLESS

MORE

EMERGING

EMERGING

Enabling remote connectivity to KMS is fast becoming a standard practice.

EMERGING

More companies are using on-site incidents to drive adoption and consumption of products and services.

81%

EMERGINGMore and more companies are using mobile devices, not only to address customer issues (including spares availability), but also to support sales activities.

31%SHARE INFORMATION

ABOUT NEW FEATURES

19%ASSESS PRODUCT

UTILIZATION

31%CONDUCT FEATURE

REVIEW