White Papers

ABERDEEN STATE OF SERVICE 2019

See how mobile technologies are driving field service success.

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What’s new in the service industry? As the global service industry thought leader, Astea is committed to providing you with the latest educational tools and resources, including helpful white papers and reports. Stay updated on all the latest field service industry trends!

Service Industry Whitepapers

 
Aberdeen State of Service 2019: Mobile Technologies Drive Field Service Success

New mobile trends in both emerging technologies and service delivery are driving rapid evolution in field service. Emphasis on user satisfaction and technician efficiency has forced organizations to look at new and improved ways to provide service. This report explores how these changes impact the customer, the field, and the rest of the organization when it comes to delivering value through service resolution.

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5 Future-Proof Capabilities Your FSM Platform Should Have

Today’s service organizations are faced with the challenge of future-proofing their operations to keep up with the rapidly evolving customer demands and technologies. In this report we discuss how service organizations can deliver on future service by ensuring that their FSM platform has these five future-proof capabilities.Get The Whitepaper

Artificial Intelligence Gets Real in Field Service

Recent advancements in data analysis and expansion of connected “smart” devices have stirred a new infatuation around Artificial Intelligence within the service industry. 72% of field service leaders see AI as a central technology tool. In this report we look at an overview of where we are in terms of Artificial Intelligence adoption in service applications.

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Defining SLAs to Support Maximized Device Uptime and Outcomes as a Service

Constant flow of information between devices, particularly in the field, is forcing field service organizations (FSOs) to shift to a flexible, proactive service delivery model. In this report we discuss the most difficult challenges to overcome when supporting the delivery of outcomes as a service (OaaS) and ways to define SLAs around OaaS offerings.

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Emerging Technologies in Field Service
IoT, Big Data, AR, machine learning, and AI are quickly taking the field service industry by storm, leading a wide range of field service industries to invest considerable resources in these cognitive technologies to gain competitive advantages. In this report, we benchmark how some of these latest tools are improving results for customers, service teams, and business as a whole.

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How the Best-in-Class Use Augmented Reality for Field Service
AR-powered knowledge sharing is being employed by 25% of Best-in-Class firms. In this Aberdeen report offered by Astea, see how best-in-class service companies use augmented reality to get new technicians — and especially contract technicians — onboarded and providing consistent service delivery faster.

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Machine Learning and Field Service Management in Practice
Gartner predicts that by 2020, 10% of emergency field service work will be both triaged and scheduled by artificial intelligence, up from less than 1% in 2017. In this whitepaper, we provide a deeper dive into the origin and evolution of cognitive technologies. We also explore adoption trends more in-depth and perhaps more importantly, the results that early adopters have experienced.

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Realizing Returns on IoT Investments Across Field Service Environments
In 2018, 42% of field service organizations have already incorporated Internet of Things (IoT) into their business, and 31% are planning to incorporate it in the next two years. In this new research, see how IoT applications drive value in operations, analytics, business decision making, customer experiences and more.

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Digital Transformation for the Service Enterprise
Overall, 100% of service leaders agree that it’s important to wade into the digital waters, but most are unsure of the destination or how to get there. In our research, we see that service leaders are beginning to take a more comprehensive view of what being a digital business means to their internal operations and the experience delivered to their customers.

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Benchmarking Medical Field Service Management and a New Generation of Integrated Solutions
In this 2018 Field Service Medical Report, see how medical field service leaders are taking on new challenges, market conditions, and client expectations with comprehensive technology adoption.

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Self-Service-Create Happy Customers & Reduce Costs
Helping customers help themselves — also known as “self-service” — has become a necessity in CX programs. This report will explore the reasons why that is, and will highlight the building blocks needed to achieve success in implementing self-service.

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6 Steps to Make Your Field Service More Profitable
By thinking of field service automation as the foundation of a holistic approach to profitability, FSOs can remain competitive in a market that is increasingly focused as much on value and quality as it is on efficiency and cost. How can you do this? Focus on the three key pillars of the field service value proposition.

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Augmented Reality: Far from a Gimmick When it comes to Field Service
Augmented reality (AR) and virtual reality (VR) are beginning to have their day in the realm of consumer products, but these technologies were really meant for business purposes, such as service. This report explores the business challenges that AR/VR can be used to address, and where your firm will see the most benefits.

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