Why Now is the Time to Connect Your

Service People, Products & Technology

5 Key Takeaways from the Strategies For GrowthSM 2014 Survey Results & Statistics

service executives &

managers were surveyed on the topics of

remote services & connected products,

cloud technology, and field service

management by Strategies For Growth

(SFGSM).

The 5 most valuable service

insights gained from this research?

Today’s marketplace recognizes the

importance of using a connected

products service strategy(especially among Enterprise-sized organizations)

1

Service organizations using, or planning

to use, a connected products solution in

the next year:

n= 71

1

Currently Using a Connected

Products Solution87%

97%Current + Planned Use of

Connected Products Solution

Research Powered By

2

of the enterprise marketplace

cites remote equipment access & real-time

data access being of high importance to

the efficiency of their service organization

Top 4 factors driving connectivity among

service organizations today: 2

58%

Need to improve

organization

productivity &

efficiency

49%

Customer demand

for improved asset

availability

51%

Customer demand

for quicker response

& resolution time

45%

Customer demand

for improved service

performance

3

Organizations who use a connected

products solution realize significant benefits

over those who have not yet adopted a

connected service strategy

Service benefits recognized with the

implementation of a connected products

solution:

Users are 20% more likely to meet response time requirement goals

Half of users meet above 90% of response time requirements

Users are 7% more likely to attain customer satisfaction ratings

higher than 90%

Users are 15% more satisfied with their primary field service

vendor’s performance

3

Organizations with 30%+ profit margins:3

52%Connected Products

Solution Users

38%Non-Users

*Connected products solution users are 37% more likely to attain this margin

n= 71/ 141 Research Powered By

4

There is a direct correlation between a

connected products solution & customer

satisfaction with service

Top benefits of using a connected

products solution as cited by service

organizations:

4

Research Powered Byn= 71

21%

32%

39%

51%

64%Improved Customer Satisfaction

Improved Diagnostics in Support of Field

Technician's First Visit Fix

Reduced Number of On-Site Service Calls

Lower Cost of Problem Resolution

Improved Profit Margins on Service

Operations

Improvements seen by field service

organizations from implementation of a

connected products solution:4

83%

Customer

Satisfaction

80%

Asset Uptime &

Availability

68%

Services Profitability

66%

SLA Compliance

5

Organizations who use a connected

products solution are more likely to

embrace other valuable high tech

applications to support field technicians

in a mobile service environment

Areas where service organizations plan to

invest in the next 12 months: 5

46%New FT Technologies

71%Provide FTs with Real-Time

Data Access

42%Mobile Tools

43%Additional RM/RD

Research Powered Byn= 71

Addressing top service challenges with a

connected products solution will lead to:

Meeting & exceeding customer demands

Improving service performance, productivity & efficiency

Contributing to services profitability & your bottom line

5

Become part of the 83% of field service

organizations that have improved

customer satisfaction with a connected

products solution

Read the full report:

Connecting Products, People, and Technology in a Collaborative Service Culture

Learn More