Location. Location. Location. Does it Matter in Mobile Field Service?

Published By Aberdeen Group

• By Mark Vigoroso, Sumair Dutta
• Published January 2007

63% of companies state that they use Location-Based Services such as GPS, GIS, AVL and RFID in their field service operations. These companies state that the major purpose of adopting LBS is to improve their field scheduling and routing while allowing for improved asset/employee security and management. Companies that use LBS have seen performance enhancements of 16% in service revenues and 15% in customer retention, on average. 83% of best-in-class companies currently leverage location-based services but supercharge the returns by adopting a comprehensive service chain strategy around their technology deployment.This strategy encompasses the 4 key pillars of, i) process; ii)organizational support; iii)knowledge management; and iv) performance measurement; and thereby serves to enhance LBS returns to both customer-facing and internal operational/financial metrics. As such, best-in-class firms complete almost a full work order more per service technician per day when compared to all other firms, which leads to a 230 basis point advantage in service margins.

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