Field service has never been more competitive or faster changing than it is today. Customer expectations are high, and many services are increasingly seen as commodities that have little variance among providers. In today’s business environment, such commoditization often leads to “winner takes all” market dynamics, where a single company can capture a large share of the market by being only marginally better or lower priced than competitors.
Top challenges in field service include:
- Increasing customer expectations
- Increasing product complexity
- Rising costs of fuel and vehicle maintenance
- Pressure to increase service-related revenue streams
- Increasing costs of carrying inventory
- Managing third-party outsourcing
- Long cash cycles
The new reality is pushing field service organizations to strive for excellence in every area of their business – improving communication, shortening response times, increasing first-time fix rate, and expertly managing time, tools, parts, and materials. Mobile applications for field service are helping companies achieve these goals.
By 2013, the percentage of technicians with wireless access to a formal packaged field service management solution in a large enterprise will increase to 50% (up from 28% in 2011).
(Source: Gartner Magic Quadrant for Field Service Management, September 2011)
Read more about how Mobile Transforms Field Service in our e-Book here
Additionally, you will have opportunity at SAPPHIRE to check out the live demo of the solution (announcement here) and other mobility related sessions.