The content for this excerpt was taken directly from IDC Market Scape: Worldwide Field Service
Management Applications 2023-2024 Vendor Assessment (Doc # US49989523). All or parts of the following sections are included in this excerpt: IDC Opinion, IDC Market Scape Vendor Inclusion Criteria, Essential Guidance, Vendor Summary Profile, Appendix and Learn More. Also included is
Figure 1.
Issue resolution is more than a footnote in a service contract. The ability to resolve issues for customers, deliver value within each service interaction, and cement customer partnerships for the long term now differentiates service organizations and manufacturers. Whether manufacturer or third- party service provider, the field service operation has become the great dividing line for success. In IDC’s 2023 Product Innovation and Aftermarket Service Survey, the top metric prioritized by service leaders as determining success in service was customer satisfaction (46.2%), followed by customer retention (39.0%). Field service technicians are on the front lines of engagement with customers or operators, providing valuable outcomes in potentially dire moments when assets or equipment are unavailable for production. In previous years, arriving at a customer site was the goal to optimize, but now field service teams need to understand customers, know what failed before arriving, have the right parts/skills to solve the problem on that first visit, and capitalize on additional value-add services while in front of a captive audience: the customer.
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