Making Money Via Mobile Field Services

Used with permission from AberdeenGroup. AberdeenGroup is the leading provider of fact-based research focused on the global technology-driven value chain. For additional information, please visit www.aberdeen.com.

Aberdeen's research shows that field service organizations must deal with increasing customer demand for faster service resolution and escalating costs as top market pressures. To address both areas, Best-in-Class organizations are leveraging automation and mobile solutions to improve workforce productivity, capture more accurate information about service and equipment performance, and create complete links within the service delivery chain. These findings are drawn from a July, 2007 survey of more than 250 field service professionals.

Aberdeen used key performance criteria to distinguish Best-in-Class companies from all other organizations. These key performance indicators (KPIs) are the financial and operational metrics most frequently cited as indicators of balanced service improvement performance. Best-in-Class firms reported:

• 67% first call resolution
• 69% service level agreement compliance
• 18% service profitability as a percent of service revenue
• 5-hour average mean time to repair
• Technicians complete average 5 work orders per day