Analyst Outlook: Mobility: Step Into The Realm Of Best-In-Class

By Sumair Dutta, senior analyst, Aberdeen Group

Successful navigation of productivity, customer satisfaction, and profitability market pressures are true measures of a best-in-class service organization. As such, a framework to highlight best-inclass service organizations needs to be based on a combination of metrics that reveal proficiency in the management of workforce productivity, customer expectations, and overall profitability. In the development of a best-inclass framework for respondents to a recent mobile field service research conducted by Aberdeen, with the support of ClickSoftware, Metrix, TOA Technologies, and Psion Teklogix, service organizations were evaluated not only for their current performance in metrics but also for their ability to greatly move cost, customer satisfaction, and productivity measures in the right direction.