Trimble Field Service Management Transforming Your World of Work

TRANSFORMING SERVICE DELIVERY: A SUMMARYCaroline Pennington

KEY GENERAL FINDINGS

Most common customer complaint is when a technician does not resolve the issue first time. This may be due to not having the right parts, tools, skills or enough time.

75%

1/3service operations; 56% believe that ease of use for employees is the most important element with new technology

of all service calls require a visit, 50% of field visits require a service part

57%

73% consider adequate training as the main

challenge when rolling out changes that affect a

mobile workforce

The biggest area of concern for those in field service is

workforce management

71%

86% intend to invest in technology to improve their field

of respondents use customer

satisfaction as the main metric to measure the performance of their field service organisation

considered being able to make real-time decisions based on the information received as the main priority for managing field based operations

regard reliability of information to be the main concern with using field data

20%

from field service data to do their job successfully

believe they get the information they need from

Some of the key trends we are seeing:

• COST • PROFIT-DRIVEN

ANALYTICS

• LEVERAGE OF MOBILE APPS

• INCREASED M2M• CLOUD-DRIVEN TRANSFORMATIONS

• CUSTOMER INSIGHT• TRUST & REPUTATION

• COLLABORATION• LEADERSHIP

• EMERGENCE OF A NEW WORKER

• THE SKILLS AGENDA

• ENHANCED SERVICE EXCELLENCE

• PERFORMANCE AS A PRIORITY

FUTURE TRENDS

Trimble Field Service Management Transforming Your World of Work

Thank you Please pick up a free copy of our report at stand O1470