86% Of Organizations Want New Technologies For Field Service Agents

This Infographic Explains It All



Steven Lerner
11/05/2018

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Technology has changed the way that field service professionals work, with new solutions ranging from rugged devices that can handle difficult working environments to leveraging big data to make their jobs more efficient. Even with all of those improvements, there are still many issues that stifle productivity from mobile workers in the field.

With numerous concerns in field service, Enterprise Mobility Exchange in partnership with SalesForce, surveyed an audience of enterprise business executives, IT executives, and field service enterprise leaders across numerous industries in Asia Pacific. The survey was conducted through September and October 2018. Although many organizations value customer service, there are widespread challenges and new opportunities with field service for mobile workers. Here are some of the findings of that survey.

Current Challenges

What are the current challenges that these mobile workers are experiencing? In the survey, respondents were asked to verify different challenges that the workforce is currently experiencing. The results provide insight about the curernt state of the industry.

The Reasons Behind A Return Visit

Occasionally, field service agents might have to return to the customer after the initial visit. Although the return visit could be inconvenient or frustrating for the customer, the worker, and the organization, it may sometimes be necessary. Over the long haul, numerous return visits could potentially diminish the customer experience. Respondents shared their most frequent reasons for return visits.

Compared To 1 Year Ago, Organizations Have New Plans

A lot can change over the course of a year. Among organizations with field service employees, many have new initiatives in the works. The infographic highlights new plans, such as resolving customer issues quicker, improving customer satisfaction rates, and adding more mobile workers.

What Do Organizations Agree On?

There seems to be some agreement among organizations with field service agents. In addition to the fact that 86% of organizations believe that it is either absolutely essential or very important for field service agents to incorporate new technologies into service activities, there are also some other areas of agreement.

Top 3 Field Serve Technology Initiatives That Organizations Value The Most

Finally, the survey asked respondents about which technology solutions are valued the most. This question provides great insight about how executives in these organizations view technology initiatives as a way to improve the field service experience.

Download the infographic today to see all of the top results from the survey.

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