Pressure to meet SLAs, lack of skilled workers, and the need to reach tech superiority: Field Service com
- Nearly half (46%) of respondents struggle to meet customer SLAs
- Technology superiority ranked the number one competitive differentiator, overtaking customer experience
- Sustainability reaches top spot as primary focus area
LONDON, Jan. 24, 2023 /PRNewswire/ -- IFS, the global cloud enterprise software company, today announced results of its global research study* which uncovers field service companies' biggest challenges and key priority areas over the next 12 months. The findings highlight immense tension between opportunity, skills and technology, to outpace market disruption.
Technology superiority has become the most significant competitive differentiator in field service, overtaking customer experience. Yet with nearly half (46%) of respondents reporting that their companies still struggle to meet service level agreements (SLAs) and 37% citing outdated or insufficient technology as an ongoing pressure, there is a clear technology gap which needs to be closed.
Combined with the other top concerns of lack of a skilled workforce (40%), and change management and user adoption of new technology (37%), field service organizations are under considerable pressure to not only fulfill customer obligations, but also to remain competitive and achieve future sustainability goals. The latter is now ranked the number one future-focused initiative, followed closely by updating legacy service management systems and leveraging emerging technology.
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