A new survey conducted by Blumberg Advisory Group and sponsored by IFS uncovered that implementing Enterprise Service Management systems and integrating them with field service software is important for automating service and parts logistics processes. In the high-tech sector, 250 companies were surveyed to come up with these results.

Here are some of the most interesting findings to come out of this survey:

  • Remote support is a growing trend that more companies are relying on, and in general, only replacement of a spare part is needed to resolve 50 percent of cases. In fact, 70 percent of companies can resolve 25 percent or less of cases without needing to dispatch a field engineer.

  • 69% of respondents are at least somewhat likely to roll out field service platforms in the next 12-18 months, if they have not done so already.

  • Enterprise Service Management (ESM) is great for ensuring techs have available spare parts on hand.

  • Within the effectiveness of existing ESM, there are limitations in effectiveness for automating depot repair workflows and managing change orders.

  • Survey respondents feel that the most important trends are mobility, Internet of Things, and Big Data. They believe each of these technological advances will have a big impact on field service.

Every field service business wants to make their technicians more productive, and their business more efficient. Companies that have integrated automated field service processes into their ESM perform better on KPIs than companies that have not integrated their service processes. Integration not only helps with managing service needs, but also overcoming business difficulties and achieving a higher Service Level Agreement (SLA) compliance rate. However, although integration is important, companies that use a “Best of Breed” solution have a higher likelihood of being very satisfied with their software’s field service management capabilities.


Topics: Field Service

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