More companies are adopting mobile devices like tablets, smartphones and laptops for field service work, with 4 out of 5 field service workers expected to use mobile devices by 2017. However, simply providing mobile devices does not guarantee improved productivity, as many field service organizations still rely on manual paper-based processes. Transitioning to electronic workflows using mobile technologies can provide benefits like faster response times, a 50-66% payback period of 12-18 months, and productivity increases of up to 29%. Mobile content enablement solutions help field service technicians resolve issues more efficiently through access to knowledge, content and tools on their mobile devices.

1. Will consider tablets
in their next
technology refresh2
of companies using
handhelds &
smartphones
of companies
using laptops
ARE OLD PROCESSES
SLOWING DOWN YOUR
FIELD SERVICE WORKERS?
40%
55%
BY 2017
4 out of 5 field service workers across all industries
will use a mobile device for offsite work1
Top challenges to field
service performance
...BUT JUST HAVING MOBILE
DEVICES DOESN’T GUARANTEE
PRODUCTIVITY
Customer demand
for improved asset
availability
52%
Need to improve
workforce utilization
and productivity
47%
Need to improve
service process
efficiencies
43%
Experiencing competitive
pressures and a need
for market differentiation
32%
Have escalating
field service
operations costs
18%
Strategies For Growth conducted a benchmark survey
of more than 45,000 global service professionals in 2013.
1 in 5 respondents
are still running their
field service organizations
using manual processes
Survey respondents
identified these remedies
Invest in mobile tools to provide field
technicians real-time access to data44%
Integrate new mobile technologies into
existing field service operations35%
WHEN REPLACING PAPER-BASED PROCESSES
WITH ELECTRONIC WORKFLOWS
realized a payback
in 18 months with
66%
50%
achieving that payback within
a single 12-month budgeting period3
faster response rate to employees,
suppliers and customers by eliminating
paper from workflows using mobile capture3
4X
WITH THE RIGHT TOOLS FIELD SERVICE
AGENTS SELL EXTREMELY WELL4
Customers accept upsell and
cross-sell offers for additional products,
services, and extended warranties
from the onsite technician almost
100% of the time4
MOBILE CONTENT
ENABLEMENT
delivers ROI for field service organizations
Provide field service technicians
with knowledge, content and tools
to resolve problems more efficiently
Reduces time-to-problem-resolution
Increases collective knowledge
and employment retention levels
Accelerates the billing process
and improves cash flow
Reduces data reporting errors
and process costs
Increases customer satisfaction
and retention
Increases productivity by
an average of 29%
1
VDC Research Survey
2
Field Technologies Research On Field Mobility, 2014
3
AIIM Market Intelligence, 2013 Survey of IT Professionals
4
Technology Services Industry Association Survey © bigtincan, all rights reserved