for field service 29 · practice 1 practice 2 practice 3 driving adoption & consumption service...
TRANSCRIPT
1PRACTICE
2PRACTICE
3PRACTICE
DRIVINGADOPTION &
CONSUMPTIONService engine companies are successfully engaging the �eld service workforce to drive adoption and consumption of products and services.
FIELD SERVICE ADOPTION PRACTICES
% INCREASE IN MOBILITY FEATURES
% INCREASE IN KEY KNOWLEDGE MANAGEMENT METRICS
LEVERAGINGMOBILITYFEATURES
Mobility platforms enable �eld serviceengineers to have the information they need to help customers get the most out of their products and services.
CONNECTINGTO YOUR
KMSMobility is a key enabler for remote connection to the knowledge management system (KMS) while on site.
REM
OT
E ACCESS
24%
DIRECT CONTENT LINKAGE51%
3 KEY MOBILITY PRACTICESFOR FIELD SERVICEDriving services revenue is a key initiative for all hardware manufacturers. Organizations that have successfully transitioned to a service engine business model get 29% more of total company revenue from services.
64%PRODUCT UPDATES
29%TOP NEW FEATURES
24%SPARE PARTS
19%CONTRACT RENEWAL
SOURCE: 2016 TSIA Field Services Benchmark Study© 2017 All rights reserved. Technology Services Industry Association (TSIA)
www.tsia.com/fs@TSIACOMMUNITY | #TSIA
% INCREASE
CSAT SCORES
46% 13%SERVICE REVENUES
ADOPTING MOBILITY PRACTICES IS GOOD FOR THE CUSTOMER AND THE SUPPLIER.
29%MORE SERVICES REVENUE
DESIREDUPGRADES
CONDUCTFEATUREREVIEW
NEWFEATURES
SUCCESSSCIENCE
ASSESSUTILIZATION
INDUSTRY SERVICE ENGINE