Trimble Field Service Management Transforming Your World of Work TRANSFORMING SERVICE DELIVERY: A SUMMARY Caroline Pennington

KEY GENERAL FINDINGS Most common customer complaint is when a technician does not resolve the issue first time. This may be due to not having the right parts, tools, skills or enough time. 75 % 1/3 service operations; 56% believe that ease of use for employees is the most important element with new technology of all service calls require a visit, 50% of field visits require a service part 57 % 73% consider adequate training as the main challenge when rolling out changes that affect a mobile workforce The biggest area of concern for those in field service is workforce management 71 % 86% intend to invest in technology to improve their field of respondents use customer satisfaction as the main metric to measure the performance of their field service organisation considered being able to make real-time decisions based on the information received as the main priority for managing field based operations regard reliability of information to be the main concern with using field data 20 % from field service data to do their job successfully believe they get the information they need from

Some of the key trends we are seeing: COST PROFIT-DRIVEN ANALYTICS LEVERAGE OF MOBILE APPS INCREASED M2M CLOUD-DRIVEN TRANSFORMATIONS CUSTOMER INSIGHT TRUST & REPUTATION COLLABORATION LEADERSHIP EMERGENCE OF A NEW WORKER THE SKILLS AGENDA ENHANCED SERVICE EXCELLENCE PERFORMANCE AS A PRIORITY FUTURE TRENDS

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