Research: Remote Connectivity Drives Field Service Performance

— January 13, 2011

The latest research report published by the Aberdeen Group, titled The Real-Time Service Enterprise: Leveraging Remote Connectivity to Drive Service Performance, found that leading service organizations are beginning to look at connectivity with assets and resources to provide better overall customer service and support improved asset management in order to drive customer satisfaction, reduce costs, and boost revenue opportunities.

The research highlighted that while top performing organizations tend to be further down the path of connecting to their resources and assets, they really differentiate themselves in the use of information collected from connected assets and resources. As a result, these top performing organizations were able to exhibit:

* An 89% current level of serviceable asset uptime compared to 74% for all other companies
* An 80% level of workforce utilization compared to 55% for all other companies
* A 21% increase in service revenues over the last 12 months as compared to a 6% increase for all other companies
"There is a discernable difference in the way top performing service organizations use information captured from their serviceable assets, people, parts and vehicles to drive field service performance," says Sumair Dutta, senior research analyst, Aberdeen Group. "While ascertaining the location of vehicles is a key concern, leading organizations are much more likely to use real-time location data to enhance safety, improve resource utilization, and minimize downtime."
The Real-Time Service Enterprise report also highlights how leading organizations are 63% and 67% more likely to use remote service and fleet management solutions respectively, and utilizing the information from these solutions to centralize service resource oversight.
A complimentary copy of this report is made available due in part by the following underwriters: NextNine and Directions Magazine. To obtain a complimentary copy of the report, visit:, or compare your organization against the top performers with Aberdeen's free online assessment tool at
Visit for additional access to complimentary Service Management Research.


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