In the past, many service departments managed operations on top of inflexible, legacy solutions disconnected from other customer-facing systems. Of those surveyed, 61% said their organizations track customer information in spreadsheets, and 37% still use paper-based systems. However, with billions of connected devices and products, service departments now have the opportunity to reinvent their business – and 87% says it's important to invest in service technologies to do so. To succeed, executives must equip their teams with tools that take advantage of emerging technologies like wearables and IoT, that efficiently connect the entire team, schedule and dispatch field agents, and manage tasks in real time.
“We are living in the age of the customer, so ensuring that service departments are equipped with the latest technology offers a huge opportunity for companies in the manufacturing sector to drive growth,” said Cindy Bolt, Salesforce Senior Vice President for Industries. , Manufacturing and Consumer Goods. “Enterprises that bring together customers, connected devices and service workers through a single platform will not only be able to deliver a seamless customer experience, but also create new revenue streams.”
The study was conducted online February 1-17, 2016 by Harris Poll on behalf of Salesforce. To download the “2016 Connected Manufacturing Service Report” from Salesforce, click here.
Main results of the report:
Executives today understand the importance of improving their service departments
– For 90% executives, improving field service performance is a priority for the organization.
– Sixty-three percent of executives agree that service departments play a strategic role in their business, and 66% considers them to be revenue generators for their companies.
– For 76% it is essential or very important that field agents incorporate technologies into activities.
– Eighty-seven percent of respondents are investing in technology training for their field agents.
– However, 61% of the executives still use spreadsheets, and 37% use a paper-based system to track customer information, including purchase history and service requests.
Respondents recognize that technology can transform the customer experience, but say they are being hampered by legacy systems.
– According to more than 70% of respondents, their field service agents make return visits “at least sometimes”, for reasons ranging from the absence of the correct part or tool (40%); lack of ability to complete the service on site (35%); until the lack of customer information (35%).
– Seventy-eight percent of executives said their field service agents have mobile devices to manage activities, but only 46% say agents are able to access customer information without an Internet or Wi-Fi connection. In addition, an astounding 65% of executives report that their agents still print out their work orders and take them with them in their vehicles.
– While 41% of executives report having a data capture system to collect and manage information about customers and prospects, 60% of executives still use human analytics to measure and evaluate data so they can take action.
Executives believe that service departments will drive their revenues in the future.
– Customer expectations are driving industry change as 92% of executives agree that their organizations need to adapt service models to meet customer needs.
– New technologies are expected to drive this change: 68% of executives believe that devices such as connected watches and glasses will play an important role in the future of operations.
– Seventy-four percent of executives agree that within the next 10 years, products will become “loss leaders” while services, such as data and maintenance, will be their main revenue drivers.
“We are living in the age of the customer, so ensuring that service departments are equipped with the latest technology offers a huge opportunity for companies in the manufacturing sector to drive growth,” said Cindy Bolt, Salesforce Senior Vice President for Industries. , Manufacturing and Consumer Goods. “Enterprises that bring together customers, connected devices and service workers through a single platform will not only be able to deliver a seamless customer experience, but also create new revenue streams.”
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