Today’s marketplace is rapidly changing as companies advance, innovate, and evolve their service strategy. It’s essential for your company to recognize the importance of using a connected products service strategy right now. This presentation explores 5 significant benefits your company can obtain from connecting your service organization’s people, products, and 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