Strategic Trends Within Field Services

The results of The Service Council’s Field Service Benchmark Survey reveal some noteworthy trends around strategic actions being undertaken by a majority of field service organizations. Those of note:

  • 72% Investing in mobile tools to provide real-time access to required data and information in the field
  • 67% Integrating new technologies into existing field service operations
  • 62% Improving planning & forecasting related activities
  • 61% Providing additional training to field service technicians and/or dispatchers
  • 56% Automating existing manual field service processes or activities
  • 52% Increasing customer involvement in the field service process via web-enabled self-help

The big idea: many within the field service community are recognizing that despite the increase of technology and mobile devices, it is still pretty much back to the basics with respect to running a successful and profitable field service organization. Mobile technology is only as good as the operational processes it supports!

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