Research: Top Service Orgs Achieve 74% Workforce Utilization

— February 09, 2011

Service Management team at Aberdeen Group recently published its 2011 report on Field Service 2011: Key Trends in Workforce Management. The report represents data captured from over 350 field service companies and highlights the key strategies that leading organizations are taking to ensure that their field service teams are equipped with the necessary knowledge, information, and tools to deliver, meet, and beat customer expectations. The report finds that top performing organizations are able to:

  • Retain 93% of their customers compared to a 77% retention rate for all others
  • Exhibit a 74% level of workforce utilization in contrast to 60% for all others
  • Achieve an 11% increase in service revenues over the last 12 months as compared to a 6% increase for all others

"While scheduling continues to form the core of effective field service workforce management, service leaders of top performing companies are taking a greater stake in supplementing their day-to-day execution capabilities with improved workforce planning," says Sumair Dutta, senior research analyst, Aberdeen Group. "More so, we are also beginning to see increasing concern from the leading service firms in monitoring and improving field employee engagement in order to drive improved service performance results."

Leading organizations represented in the Field Service 2011 study indicate a great interest in mobile solutions to ensure that their field workers have real-time access to necessary work information, thereby driving productivity and eliminating wastage. To support mobile deployments, leading organizations are 56% more likely to be leveraging field service management applications and are ensuring that their field workers are receiving constant schedule updates through the use of dynamic scheduling solutions.

A complimentary copy of this report is made available due in part by the following underwriters: Astea International, ClickSoftware, Metrix, Single Source Systems Inc., ServiceMax, and ServicePower. 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


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