The most valued attributes for mobility were led by the need for increased profitability (54 percent) and increased customer service and loyalty (51 percent). More than half of those polled (56 percent) have automation plans in progress and will prioritize customer relationship management, knowledge management and business intelligence to improve revenue growth and customer management. Only 28 percent of respondents accept mobile payment in the field today but 45 percent expect to support it by 2020.
Operational Efficiency and Cost Reduction
More than 60 percent of respondents have undergone a mobile operations process re-engineering effort within the past year with 36 percent aiming to improve efficiency and productivity. The greatest growth is expected in creating automation capabilities that help drive awareness for up-sell and cross-sell opportunities and accessing interactive repair procedures and videos for resolution information. The top three challenges facing field service management businesses today -- margin pressures, increasing competition and finding and retaining talent -- are expected to remain the same in 2020.
Key Challenges and Opportunities
Survey respondents believe wearable technology (41 percent), big data/analytics (31 percent), and the Internet of Things (IoT) (28 percent) will offer the best return on investment (ROI) over the next five years. Respondents reported being influenced by traceability demands for consumers, as well as being overwhelmed by data, the impact of transportation costs, and need to monitor social media chatter for product selection.
“Decision makers believe the future success of this profession lies within improved mobility tools,” says Mark Kroh, vice president and general manager, North America Sales, Zebra Technologies. “As a result, they are empowering their field and fleet operators to maximize their role as the first – and sometimes only – customer contact in order to improve profitability and customer loyalty as well as reduce costs.”
