Drive Service Performance with Enterprise Mobility

Posted Feb 4, 2011 11:02:40 AM by DecisionPoint Team & filed under

motorola-field-mobility-small1The Aberdeen Group recently released their latest service industry report “The Real-Time Service Enterprise: Leveraging Remote Connectivity to Drive Service Performance.” More than 120 service professionals were interviewed for the report and the findings suggest that best-in-classservice organizations are utilizing real-time information to boost productivity and increase customer satisfaction. Some findings for top performing service organizations from the Aberdeen report include:

  • Best-in-class companies have achieved an 89% level of serviceable asset uptime, compared to 74% for all others
  • 44% of best-in-class service organizations capture performance data in real-time and integrate with CRM or enterprise systems
  • Best-in-class companies realized 21% year-over-year increase in service revenues as compared to a 6% increase for all others
  • 44% of best-in-class service organizations provide service managers with on-demand access to performance information
  • Best-in-class companies achieved 2% year-over-year decrease in service costs as opposed to a 2% increase for all others
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