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Why Now is the Time to Connect Your
Service People, Products & Technology
5 Key Takeaways from the Strategies For GrowthSM 2014 Survey Results & Statistics
service executives &
managers were surveyed on the topics of
remote services & connected products,
cloud technology, and field service
management by Strategies For Growth
(SFGSM).
The 5 most valuable service
insights gained from this research?
Today’s marketplace recognizes the
importance of using a connected
products service strategy
(especially among Enterprise-sized organizations)
1
Service organizations using, or planning
to use, a connected products solution in
the next year:
n= 71
1
Currently Using a Connected
Products Solution
87%
97%
Current + Planned Use of
Connected Products Solution
Research Powered By
2
of the enterprise marketplace
cites remote equipment access & real-time
data access being of high importance to
the efficiency of their service organization
Top 4 factors driving connectivity among
service organizations today:
2
58%
Need to improve
organization
productivity &
efficiency
49%
Customer demand
for improved asset
availability
51%
Customer demand
for quicker response
& resolution time
45%
Customer demand
for improved service
performance
3
Organizations who use a connected
products solution realize significant benefits
over those who have not yet adopted a
connected service strategy
Service benefits recognized with the
implementation of a connected products
solution:
 Users are 20% more likely to meet response time requirement goals
 Half of users meet above 90% of response time requirements
 Users are 7% more likely to attain customer satisfaction ratings
higher than 90%
 Users are 15% more satisfied with their primary field service
vendor’s performance
3
Organizations with 30%+ profit margins:3
52%
Connected Products
Solution Users
38%Non-Users
*Connected products solution users are 37% more likely to attain this margin
n= 71/ 141 Research Powered By
4
There is a direct correlation between a
connected products solution & customer
satisfaction with service
Top benefits of using a connected
products solution as cited by service
organizations:
4
Research Powered Byn= 71
21%
32%
39%
51%
64%Improved Customer Satisfaction
Improved Diagnostics in Support of Field
Technician's First Visit Fix
Reduced Number of On-Site Service Calls
Lower Cost of Problem Resolution
Improved Profit Margins on Service
Operations
Improvements seen by field service
organizations from implementation of a
connected products solution:
4
83%
Customer
Satisfaction
80%
Asset Uptime &
Availability
68%
Services Profitability
66%
SLA Compliance
5
Organizations who use a connected
products solution are more likely to
embrace other valuable high tech
applications to support field technicians
in a mobile service environment
Areas where service organizations plan to
invest in the next 12 months:
5
46%New FT Technologies
71%
Provide FTs with Real-Time
Data Access
42%Mobile Tools
43%Additional RM/RD
Research Powered Byn= 71
Addressing top service challenges with a
connected products solution will lead to:
 Meeting & exceeding customer demands
 Improving service performance, productivity & efficiency
 Contributing to services profitability & your bottom line
5
Become part of the 83% of field service
organizations that have improved
customer satisfaction with a connected
products solution
Read the full report:
Connecting Products, People, and Technology in a Collaborative Service Culture
Learn More

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Why Now is the Time to Connect Your Service People, Products & Technology

  • 1. Why Now is the Time to Connect Your Service People, Products & Technology 5 Key Takeaways from the Strategies For GrowthSM 2014 Survey Results & Statistics
  • 2. service executives & managers were surveyed on the topics of remote services & connected products, cloud technology, and field service management by Strategies For Growth (SFGSM). The 5 most valuable service insights gained from this research?
  • 3. Today’s marketplace recognizes the importance of using a connected products service strategy (especially among Enterprise-sized organizations) 1
  • 4. Service organizations using, or planning to use, a connected products solution in the next year: n= 71 1 Currently Using a Connected Products Solution 87% 97% Current + Planned Use of Connected Products Solution Research Powered By
  • 5. 2 of the enterprise marketplace cites remote equipment access & real-time data access being of high importance to the efficiency of their service organization
  • 6. Top 4 factors driving connectivity among service organizations today: 2 58% Need to improve organization productivity & efficiency 49% Customer demand for improved asset availability 51% Customer demand for quicker response & resolution time 45% Customer demand for improved service performance
  • 7. 3 Organizations who use a connected products solution realize significant benefits over those who have not yet adopted a connected service strategy
  • 8. Service benefits recognized with the implementation of a connected products solution:  Users are 20% more likely to meet response time requirement goals  Half of users meet above 90% of response time requirements  Users are 7% more likely to attain customer satisfaction ratings higher than 90%  Users are 15% more satisfied with their primary field service vendor’s performance 3
  • 9. Organizations with 30%+ profit margins:3 52% Connected Products Solution Users 38%Non-Users *Connected products solution users are 37% more likely to attain this margin n= 71/ 141 Research Powered By
  • 10. 4 There is a direct correlation between a connected products solution & customer satisfaction with service
  • 11. Top benefits of using a connected products solution as cited by service organizations: 4 Research Powered Byn= 71 21% 32% 39% 51% 64%Improved Customer Satisfaction Improved Diagnostics in Support of Field Technician's First Visit Fix Reduced Number of On-Site Service Calls Lower Cost of Problem Resolution Improved Profit Margins on Service Operations
  • 12. Improvements seen by field service organizations from implementation of a connected products solution: 4 83% Customer Satisfaction 80% Asset Uptime & Availability 68% Services Profitability 66% SLA Compliance
  • 13. 5 Organizations who use a connected products solution are more likely to embrace other valuable high tech applications to support field technicians in a mobile service environment
  • 14. Areas where service organizations plan to invest in the next 12 months: 5 46%New FT Technologies 71% Provide FTs with Real-Time Data Access 42%Mobile Tools 43%Additional RM/RD Research Powered Byn= 71
  • 15. Addressing top service challenges with a connected products solution will lead to:  Meeting & exceeding customer demands  Improving service performance, productivity & efficiency  Contributing to services profitability & your bottom line 5
  • 16. Become part of the 83% of field service organizations that have improved customer satisfaction with a connected products solution Read the full report: Connecting Products, People, and Technology in a Collaborative Service Culture Learn More

Editor's Notes

  1. http://www.ptc.com/smart-connected-products/connecting-people-products-and-technology