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Advanced Capabilities Facilitating Shift Towards Predictive Field Service Solutions, According to VDC Research
Growing need for efficiency and customer satisfaction drive field service management adoption
NATICK, MA | October 2, 2017 - While many field service organizations have benefitted from their investments in mobile technology through a more productive workforce, others are beginning to recognize that the benefits they derive from their initial technology investments are diminishing, according to VDC’s latest report (click here for more information). Most organizations are still struggling to leverage mobile solutions for improved customer engagement, while others are working to distinguish themselves among an increasingly selective customer base.
In the face of mounting pressure, field service organizations are beginning to track new metrics to better understand and improve different aspects of their own performance. Many have shifted their focus to customer-centric solutions in an effort to increase customer retention, cut costs, as well as secure and bolster their revenue stream. The report states that field service management adoption is primarily being driven by the increased needs for efficiency and customer satisfaction.
Advanced capabilities serve as a point of differentiation among various field service organizations. “The integration of IoT and analytics provides organizations with the opportunity to offer new kinds of service with the potential to transform their business,” said Spencer Gisser, Research Associate of Enterprise Mobility and Connected Devices at VDC. “In its simplest application, connected equipment can send alerts whenever they require service. In more advanced applications such as predictive maintenance, real-time equipment information can be fed into software that analyzes sensor data to determine what should be replaced and when.”
Immersive AR and VR technologies have generated excitement and hold promise for field service organizations that adopt them, according to VDC. “The ability to visualize the inner workings of machinery and to see and explore a 3D model, complete with step-by-step repair visualizations, has proven to cut repair time on even complex machinery such as HVAC and medical MRI machines,” explained Gisser. Still, field service organizations will have to work through key commercial and technical challenges prior to fully realizing the benefits of these emerging solutions.
Click here for more information on this research.
About VDC Research
Founded in 1971, VDC Research provides in-depth insights to technology vendors, end users, and investors across the globe. As a market research and consulting firm, VDC’s coverage of AutoID, enterprise mobility, industrial automation, and IoT and embedded technologies is among the most advanced in the industry, helping our clients make critical decisions with confidence. Offering syndicated reports and custom consultation, our methodologies consistently provide accurate forecasts and unmatched thought leadership for deeply technical markets. Located in Natick, Massachusetts, VDC prides itself on its close personal relationships with clients, delivering an attention to detail and a unique perspective that is second to none.