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Paper or mobile in the field? This fight has become a one-sided battle being won by the advancement of technology. On average, technicians carry just under two devices to complete their work.

Top performing service organizations have identified the value of investing in technology to empower the field with the insight to solve problems more efficiently. Service can longer wait as customers demand better. As seen in Aberdeen Group’s Field Service Excellence Depends on an Integrated Approach report (January 2016), top performing organizations used technology tools to provide value to the entire team, not just the field. Silos of data and insights hinder progress for service excellence. In order to deliver the kind of service quality that customers are willing to partner with, service organizations and manufacturers need to connect the entire organization to field insights in real-time.

To learn how top performing organizations make the right technology investments to improve service excellence, please download my latest report HERE.

Aly Pinder Jr
Senior Research Analyst
Service Management
aly.pinder@aberdeen.com or @pinderjr

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