Aberdeen Whitepaper | State of Service 2019

6/27/2019 / Field Service / Workforce Trends / Katia Loboda

Mobile Technologies Drive Field Service Success

Welcome to the new era of service.

It’s a time of changing trends – both in emerging technologies and service delivery. User satisfaction and technician efficiency are forcing field service organizations (FSOs) to reevaluate their strategies and the ways they provide service.

In this era of change, while many FSOs are struggling to differentiate from their peers, Best-in-Class organizations are investing heavily in mobile and technology adoption to transform their service organizations into service leaders.

A recent Aberdeen whitepaper State of Service 2019: Mobile Technologies Drive Field Success explores how customers, field technicians and the rest of your organization is impacted by the following industry changes.

Bringing Field Service into the Future

It’s a fact that technology is rapidly changing and improving. So it’s no surprise that field service organizations must adopt new technologies and methods to deliver not only on current but future service.

Today’s FSOs have diverse and dispersed workforces and the need for seamless data transmittal and communication is crucial. This is something that modern technology enables. Field service workers are now able to access customer data, warranty management information, process quotes and collect signatures on site all through their mobile device. Moreover, they are able to instantly connect with back office to retrieve any vital information in order to provide faster issue resolution and highest level of customer service.

Warehouse workers are also able to perform all of their daily activities on a mobile device with Astea’s new native mobile application Alliance Warehouse Edge™ . The app connects warehouse and logistics to service activities to empower FSOs to deliver greater operational efficiency and drive profitability and growth.

But while many organizations have implemented mobile field service, many are still on the fence. The added capabilities and business intelligence provided by new technologies all bring additional pressure to succeed.

According to Aberdeen, 47% of service leaders struggle with competition in product and service and 37% struggle meeting customer demands.

In many cases, organizations are equipped with older products and technology and find themselves unable to provide seamless communication and service to customers. In fact, 20% of organizations are challenged with insufficient technology infrastructure.

To overcome these obstacles, FSOs need to prioritize connecting with the customer by embracing emerging technologies that enable a real-time, cohesive connection.

Extended Value of Mobility

Investing in a comprehensive field service management software that offers the right mobile field solutions can greatly reduce errors, speed up the billing cycle and drive workforce and operational efficiency.

But perhaps the most important benefit is the improvement in customer experience it can provide. For example, when service technicians have access to the right data in the field, they can resolve more customer issues during their service call, decreasing downtime while increasing productivity. After all, providing exceptional customer service is the ultimate end goal for any service leader.

This is one of the areas where the Best-in-Class continue to succeed. By providing their field workforce with the right mobile tools to succeed, they are able to achieve significant improvement in customer satisfaction leading them to be 2.5x more likely to see increase in service contract renewals and 3.5x more likely to see an increase in service revenue compared to their peers.

Best-in-Class organizations are 4 times more likely to have a 90% or better customer retention rate.

This is not to say that mobile technology will solve all of an organization’s problems. But it helps significantly. By empowering technicians with real-time insights into the customer and their equipment history, they can have more informed conversations with those customers, ensuring first time fix.

67% of Best-in-Class technicians can access repair and parts information through mobile.

Best-in-Class organizations realize the importance or working with the customer as a real partner to ensure success and focus on effective deployment of mobile field service to achieve it. In the following figure, see why Best-in-class are today’s mobile leaders.

Best-in-Class are more than twice as likely as their competitors to use mobile in the field effectively in almost every area of measurement. It’s evident that mobility paired with real-time analytics leads to success and helps field organizations transform into service leaders their customers demand. Mobile technology enables a faster, more efficient customer issue resolution. Upon initial contact, the dispatcher can access the right data the first time to solve the customer problem before wasting resources on automatically scheduling a technician.

The real-time visibility allows a direct customer connection that leads to the overall success of an FSO.

Download the full whitepaper State of Service 2019: Mobile Technologies Drive Field Service Success to see how to transform your field service operation by:

  • Creating a customer-centric focus
  • Adopting the right mobile technology
  • Bringing real-time analytics to your workforce
  • Driving innovation through the service lifecycle

Download Whitepaper

To learn more about how Astea can help your organization embrace the future of field service, request a demo today.

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