I recently read the Aberdeen Group report “Trends in Mobile Field Service: Empowering your Field Technicians to Deliver Better, Faster Service.” The report surveyed 200 service professionals to distinguish best-in-class companies from industry average and laggard. The survey results found that best-in-class service organizations are:
- Nearly twice as likely as all others to use mobile solutions with work order management, navigation and scheduling functionalities
- Almost twice as likely as laggards to integrate data captured in the field with contract and parts management systems
- More than twice as likely as all others to provide their technicians with the ability to manage parts returns, replenishment and invoicing from their mobile devices
- Nearly twice as likely to provide their workers with the ability to update work status and schedules in real-time
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