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What I am Learning about Mobility at ClickConnect 2012

I had the good fortune of spending time with Aberdeen Group's Director of Research for Service Management, Sumair Dutta yesterday at ClickSoftware's ClickConnect 2012 event.  He shared a couple of interesting points with me.
  1. The biggest ROI available for most field services organizations is the "First Time Fix" goal.  This is when the service technician can fix the problem the "first" time on the job.  There is so much time wasted going out to a job, evaluating it, ordering parts and rescheduling to come back at a later date.  The expense doubles when you can't fix it the first time.  Think about the wasted time, fuel, lost opportunity costs and poor customer service.
How does mobility fix this?  It doesn't unless you connect the right back-end systems together.  You want to be able to see the customer's history.  You want to understand the equipment that needs to be repaired.  You want to have the right tools, certifications and parts with you.  All of these things require integrating back-end systems with your mobile application.  When this is accomplished, you can get it right the first time.

Sumair also shared some of the latest research from Aberdeen Group.  Did you know:
  • Only 64% of large companies have mobilized their field services organizations?
  • Only 59% of medium companies have mobilized their field services organizations?
  • Only 44% of small companies have mobilized their field services organizations?
I predict that many of the large companies that have already mobilized, will be looking for a refresh of both hardware and software in the next 36 months.  The market is wide open and the vision of what is possible is far greater than ever before.
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Kevin Benedict, Mobile Industry Analyst and Mobile Strategy Consultant
Follow me on Twitter @krbenedict
Join the Strategic Enterprise Mobility Linkedin Group
Full Disclosure: I am a mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

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More Stories By Kevin Benedict

Kevin Benedict serves as the Senior Vice President, Solutions Strategy, at Regalix, a Silicon Valley based company, focused on bringing the best strategies, digital technologies, processes and people together to deliver improved customer experiences, journeys and success through the combination of intelligent solutions, analytics, automation and services. He is a popular writer, speaker and futurist, and in the past 8 years he has taught workshops for large enterprises and government agencies in 18 different countries. He has over 32 years of experience working with strategic enterprise IT solutions and business processes, and he is also a veteran executive working with both solution and services companies. He has written dozens of technology and strategy reports, over a thousand articles, interviewed hundreds of technology experts, and produced videos on the future of digital technologies and their impact on industries.