Boston, USA, 2 November 2006 – Almost two-thirds of service organizations recently surveyed by the Aberdeen Group stated that they currently use location-based services (LBS) such as GPS, GIS, and AVL to support their field service operations.
The recently published study – “Location, Location, Location: Does It Matter in Field Service?” –found that LBS-enabled field service organizations have experienced a 6% reduction in mean time to repair, which directly maps to a 17% jump in revenues.
“Much to our surprise, the majority of LBS-enabled service organizations is using location intelligence for more than just worker compliance checks,” said Sumair Dutta, Research Analyst at the Aberdeen Group and co-author of the report. “They are using it to improve scheduling and routing decisions.”
Other benefits of LBS-enabled field service include the following, according to the report: 4% reduction in fuel costs, 16% increase in customer retention, 20% increase in first-call resolution rate.
Dutta recommends that service organizations consider the following strategies when selecting and deploying LBS-enabled field service solutions:
– Ensure that service workers are adequately trained and educated on the enhanced value of location-based and related field service solutions.
– Incorporate other aspects of the service chain – like spares management – into LBS initiatives.
– Leverage LBS for more than just “bread-crumbing” field technicians.
More than 250 companies participated in this quantitative study, including Bausch & Lomb, BP, Bombardier Aerospace, Comcast, Charter Communications, Raytheon, Roche Diagnostics, Siemens and Toshiba Medical.
To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=3599
– About AberdeenGroup
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