The growing popularity and use of smartphones and tablets has had major implications for field services organizations. While increased mobility is one obvious advantage, the rapid development of video conferencing, mobile knowledge management applications, and wearables is rapidly creating an even greater positive impact.

1. SOURCES: TSIA Field Services Mobility Stats Benchmark / Industrial Equipment Peer Group – February 2020© 2020 All rights reserved. Technology Services Industry Association (TSIA)
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Industrial Equipment
EMERGING FIELD SERVICE MOBILITY TRENDS IN
COMPANIES LEVERAGING THE FIELD SERVICE WORKFORCE
A growing number
of field service
organizations are
seeing increased
revenue generated
with the use of
mobility tools.
CUSTOMER
ISSUES
PRODUCT
PORTFOLIO
PRODUCT
UPDATES
CONTRACT
RENEWAL
ACCESS TOP
NEW FEATURES
100
90
80
70
60
50
40
30
20
10
0 71% 70% 41% 41% 18%
KMS IN PLACE READ/WRITE ACCESS
TO KMS
REMOTE MOBILE
KMS
COMPANIES USING MOBILITY BEYOND THE ONSITE INCIDENT
COMPANIES BENEFITING FROM USING MOBILITY TOOLS
COMPANIES CONNECTING REMOTELY TO KNOWLEDGE MANAGEMENT SYSTEMS
SERVICES REVENUE (35%)
NEW SALES REVENUE (29%)
PAPERWORK (82%)
TRAVEL TIME (35%)
WORKER PRODUCTIVITY (82%)
CUSTOMER SATISFACTION SCORES (65%)
79%
BETTER
LESS
MORE
EMERGING
EMERGING
Enabling remote
connectivity to KMS
is fast becoming a
standard practice.
EMERGING
More companies are
using on-site incidents
to drive adoption
and consumption of
products and services.
EMERGING
More and more companies
are using mobile devices
to drive adoption and
support sales activities
once onsite.
37%SHARE INFORMATION
ABOUT NEW FEATURES
26%CAPTURE
ENHANCEMENTS
11%CONDUCT
FEATURE REVIEW
68%79%