Services Organizations Are Investing In Mobile Tools And New Technologies

By Bill Pollock, President & Principal Consulting Analyst, Strategies for Growth

Each year, Strategies For GrowthSM (SFGSM) conducts a series of Benchmark Surveys among its outreach community of more than 45,000 global services professionals. Total responses for the 2013 Field Service Management Benchmark Survey, conducted in Q2 of 2013, are 1,104, of which 923 represent organizations that are currently deploying field technicians (i.e., Field Service organizations, or FSOs).

An overview of the survey respondent disposition reflects a microcosmic representation of the global services community, as follows:

• • 59% Manufacturer/OEMs or Third Party Maintenance (TPM) providers; 17% Dealer/ Distributors; 15% Professional Services; and 9% In-house/Self-Maintenance
• • 74% North America; 18% EMEA and 7% Asia-Pacific
• • 63% Services Operations Director/Manager; 25% C-Level/VP/GM; 12% Services Technician and Other
• • 37% Small Enterprises (i.e., less than US$100 million); 30% Medium Enterprises (i.e., between US$100 and US$999 million); and 33% Large Enterprises (i.e., US$1 billion or larger)
• • 30% High-Tech/IT Services; 19% Industrial/Manufacturing; 19% Medical/Healthcare; and 32% Other (including Home Services, Automotive, Retail, Construction, etc.)

As such, we believe the survey results to represent a realistic reflection of the global services community in which we all serve.

Download the complete results below to read more.