The State of Field Service
in the Connected World

The State of Field Service in the Connected World

The State of Field Service in the Connected World

in the Connected World.

The State of Field Service

The State of Field Service

How much do you agree or disagree with the following statement?

My service department plays a strategic role in the overall business.

How much do you agree or disagree with the following statement?

My service department plays a strategic role in the overall business.

Strongly agree
Strongly agree
63%
Somewhat agree
Somewhat agree
21%
Strongly disagree

Somewhat disagree

8%
Somewhat disagree

Strongly disagree

8%

How much do you agree or disagree with the following statement?

My service department plays a strategic role in the overall business.

Strongly agree
Strongly agree
63%
Somewhat agree
Somewhat agree
21%
Strongly disagree

Somewhat disagree

8%
Somewhat disagree

Strongly disagree

8%
Strongly agree
63%
Somewhat agree
21%
Strongly disagree
8%
Somewhat disagree
8%
Strongly agree
Strongly agree
63%
Somewhat agree
Somewhat agree
21%

Somewhat disagree

Somewhat disagree

8%

Strongly disagree

Strongly disagree

8%

How important do you believe it is for your drivers or field service agents to be able to incorporate new technologies into their service activities?

How important do you believe it is for your drivers or field service agents to be able to incorporate new technologies into their service activities?

Absolutely essential
Absolutely essential
24%
Very important
Very important
52%

Somewhat important

Somewhat important

20%

Not that important

Not that important

4%

Not at all important

Not at all important

1%
Absolutely essential
Absolutely essential
24%
Very important
Very important
52%
Somewhat important

Somewhat important

20%
Absolutely essential
24%
Very important
52%

Somewhat important

20%

Not that important

4%

Not at all important

1%
Not that important

Not that important

4%
Not at all important

Not at all important

1%

How often do your field service agents perform on-site customer service with the need for a return visit?

How often do your field service agents perform on-site customer service with the need for a return visit?

How often do your field service agents perform
on-site customer service with the need for a return visit?

All of the time
All of the time
12%
Most times
Most times
19%

Sometimes

Sometimes

43%

Rarely

Rarely

20%

Never

Never

4%

Not sure

Not sure

2%
All of the time
All of the time
12%
Most times
Most times
19%
Sometimes

Sometimes

43%
Rarely

Rarely

20%
Never

Never

4%
Not sure

Not sure

2%
All of the time
All of the time
12%
Most times
Most times
19%
Sometimes

Sometimes

43%
Rarely

Rarely

20%
Never

Never

4%
Not sure

Not sure

2%
All of the time
12%
Most times
19%

Sometimes

43%

Rarely

20%

Never

4%

Not sure

2%
All of the time
All of the time
12%
Most times
Most times
19%
Sometimes

Sometimes

43%
Rarely

Rarely

20%
Never

Never

4%
Not sure

Not sure

2%

For which of the following reasons do your field service agents typically need to make a return visit?

For which of the following reasons do your field service agents typically need to make a return visit?

(asked among executives who said their service agents make return visits at least sometimes)
Didn’t have the right
part/tool required
Didn’t have the right
part/tool required
Unable to complete
transaction on-site
Unable to complete
transaction on-site
Lack of customer
information on-site
Lack of customer
information on-site
Ran out of time
Ran out of time
Didn’t have the
expertise to solve
the issue
Didn’t have the
expertise to solve
the issue

Now, looking to the future, how much do you agree with the following statements?

Organizations need to adapt
their service models in order to
keep up with customers’ needs. 
Improving field service
performance is a top priority 
for my organization.
Focusing on real-time information
collection and storage is key to
keeping customers.
It is important that my 
company invests in field 
service technology.
Wearable devices
(e.g. watch, glasses) will play an
important role in the future
of service operations.
My company is hesitant
to incorporate new field
service technology.

Now, looking to the future, how much do you agree with the following statements?

Now, looking to the future, how much do you agree with the following statements?

Organizations need to adapt their service models in order to keep up with customers’ needs. 
Improving field service performance is a top priority  for my organization.
Focusing on real-time information collection and storage is key to keeping customers.
It is important that my company invests in field service technology.
Wearable devices (e.g. watch, glasses) will play an important role in the future of service operations.
My company is hesitant to incorporate new field service technology.
Transform the Customer Experience with Connected Field Service

2015 salesforce.com, inc.

All rights reserved

2016 salesforce.com, inc.

All rights reserved