Field Service Enterprise Leaders: Industry Survey Results

A Look At The Connected Mobile Workforce

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Steven Lerner

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Times have drastically changed for field service workers. Customers expect that most problems are resolved during the initial visit, and there should be personalized service from field agents. However, there are many challenges that are prohibiting mobile workers from meeting the demands of customers.

Enterprise Mobility Exchange surveyed an audience of enterprise business executives, IT executives, and field service enterprise leaders across numerous industries in Asia Pacific in 2018. The survey results reveal the numerous obstacles in field service, with many enterprises still leveraging antiquated legacy technology and manual paper-based process. The absence of advanced mobile technology is crushing field service workers, which consequently hurts customer service.

“With today’s technology, the consumer expectations are very demanding. This only places more challenges to a field workforce and the service they provide,” said Leaston Paull, executive manager technical field solutions for BSA Limited.

To deliver better customer expectations, enterprises are building a higher budget for mobility initiatives. Over 86% of enterprises believe that it is either absolutely essential or very important for field service agents to incorporate new technologies into service activities.

Download this report to learn:

  • The most critical challenges for field service, including inefficient resource allocation
  • What goals and budget investments for field service resources are dominating the industry
  • How most organizations determine which field service technologies are important