Aberdeen Group announced that its Service Management team has published its 2011 report on Field Service 2011: Key Trends in Workforce Management.
It was revealed that the report represents data collected from over 350 field service companies and that it highlights the key strategies followed by many organizations for making sure that their field service teams are equipped with the necessary knowledge, information and tools to optimize customer expectations.
According to the findings enumerated in the report top performing organizations are able to retain 93 percent of their customers compared to a 77 percent retention rate for all others. Leading organizations also exhibit a 74 percent level of workforce utilization in contrast to 60 percent for all others. They achieved an increase of 11 percent in service revenues over the last 12 months as compared to a 6 percent increase for all others.
In a release Sumair Dutta, Senior Research Analyst, Aberdeen (News - Alert) Group stated, “While scheduling continues to form the core of effective field service workforce management, service leaders of top performing companies are taking a greater stake in supplementing their day-to-day execution capabilities with improved workforce planning.”
“More so, we are also beginning to see increasing concern from the leading service firms in monitoring and improving field employee engagement in order to drive improved service performance results,” Dutta added.
Also the report reveals that leading organizations represented in the Field Service 2011 study seem to be very interested in implementing mobile solutions to ensure that their field workers have real-time access to necessary work information. This is expected to increase their productivity and eliminate wastage.
For supporting mobile deployments, most organizations are 56 percent more likely to be leveraging field service management applications and are trying to ensure that their field workers are receiving constant schedule updates via dynamic scheduling solutions, said Aberdeen sources.
Aberdeen specializes in the provision of fact-based research and market intelligence that offers demonstrable results. It is capable of providing users with enough information regarding how to drive market awareness, create demand, enable sales and deliver meaningful return-on-investment analysis.
Recently Aberdeen published a research study on the integration of wireless and wireline networks. It found that top performers that manage their entire network as an integrated whole were able to cut their Wireless LAN (WLAN) downtime by 53 percent and LAN downtime by 42 percent at the same time improving application response time by 39 percent.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.