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Mobile Device Adoption in Field Service Up 20% in the Past 12 Months

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In an extremely competitive service landscape, service firms are looking to empower their field technicians and mobile workers with tools as to ensure quick and efficient service. Such firms are actively taking steps to map and automate service specific workflows to replace outdated and inefficient paper based systems, as indicated in the recent research report published by Aberdeen Group.

Aberdeen's benchmark survey of over 250 companies identified that rising cost pressures were top of mind for most service firms, and the need to balance these pressures with rising customer expectations for service was the major driver for these firms to evaluate mobile automation initiatives. In an attempt to meet these pressures, leading firms were more than two times as likely to track their mobile assets in real-time and almost two times as likely to provide their field technicians with mobile tools to manage service work orders and parts-related information.

"In our research, firms indicate that 59% of their field workforces are currently equipped with mobile devices not including their personal cell phones. This is up from 49% last year and is expected to rise to 77% next year," said Sumair Dutta, Research Analyst at Aberdeen. "But Best-in-Class Mobile Field Service is more than just handing a device to your field workers, it's about providing and empowering your workers with access to the right information in real-time so as to allow them to complete their service work. Companies that are able to do this effectively are seeing a near $10 drop in costs per dispatch and an overall 12% boost in service profitability."

To support improved access, increased data capture and enhanced data transfer capabilities needed for real-time field worker empowerment, leading firms were nearly two times as likely to leverage mobile field service applications for work order management and 42% more likely than others to leverage mobile solutions for optimized scheduling and asset tracking.

As a result leading firms were experiencing:

  • An 18% decrease in mean time to repair over the last year
  • A 19% increase in technician productivity over the last year, compared to a 9% increase for all other firms
  • A 93% level of SLA compliance, compared to a 77% performance for all other firms
  • Service-based margins of 25% as compared to a 18% level for all other firms

A complimentary copy of this report is made available due in part by the following underwriters: Blackbay and WennSoft. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=5304.

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