Executive Brief Field Service Automation Solutions

\ 2015 Enterprise Mobility & Connected Devices Executive Brief Field Service Automation Solutions Creating the Situationally Aware Enterprise Part of the Strategic Insights 2015 Enterprise Mobility Solutions
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\ 2015 Enterprise Mobility & Connected Devices Executive Brief Field Service Automation Solutions Creating the Situationally Aware Enterprise Part of the Strategic Insights 2015 Enterprise Mobility Solutions Research Program: Track 4, Topic 3 By David Krebs, Executive Vice President 1 Inside this Report This report evaluates the market for field service automation solutions globally. This report is written for those responsible for making critical decisions regarding product, market, channel, and competitive strategy and tactics in addressing field mobile including field service and sales solutions. It includes market sizing including by hardware, professional services, and software, end-user requirements analysis, and overall market trends. What questions are addressed? How big is the opportunity for field mobile solutions now and in the next five years? What hardware platforms will dominate the field mobile landscape through 2017? What mobile operating systems are field mobile technology buyers looking to implement? What field mobile applications are organizations currently implementing and looking to implement in the next few years for service technicians and sales agents? What barriers do field mobile technology buyers face in implementing new mobile technology? What are the most important criteria to field mobile technology buyers when evaluating hardware, operating systems, and mobile applications? Who should read this report? This report is for written for a diverse audience. Decision-makers involved with developing and supporting field mobility solutions within technology vendors and also organizations deploying field mobility automation solutions can benefit from reading this report. 2 Table of Contents Inside this Report What questions are addressed? Who should read this report? Contents Executive Summary Key Findings Global Market Overview and Forecast Global Market at a Glance Exhibit 1: Mobile Device Shipments Supporting Field Service Applications (Millions of Units) Exhibit 2: Total Field Service Application Software Revenues (Including license revenues and maintenance contracts) (Millions of USD) Global Market Ideas & Insights Five-Year Forecast Exhibit 3: Mobile Device Selection Criteria for Field Service Applications Recent Developments Exhibit 4: Field Service Application Migration to the Cloud Exhibit 5: Wearable Technology Adoption for Field Service Applications Competitive Landscape Field Service Software Vendors Ideas & Insights Exhibit 6: Most Important Selection Criteria When Evaluating Field Service Solution Providers Vendor Insights: Market Leaders Vendor Insights: Niche Players End-User Trends and Insights Aging Infrastructure and Productivity Concerns Ushering In Age of Connected Asset Exhibit 7: Sample Connected Asset Use Cases Exhibit 8: Leading Pressures Driving Mobile Field Service Investments Mobility Investments as a Strategic IT Asset Exhibit 9: Strategic Actions Taken to Support Field Service Mobility Solutions Accelerating Growth and Business Performance Exhibit 10: Leading Mobile Capabilities Supported Concluding Thoughts VDC Research About the Author About VDC Research 3 Executive Summary That service organizations are being viewed as increasingly strategic business units within many organizations should come as no big surprise. With continued compression of product margins, organizations are looking to driving increasing levels of revenues and profits through service-centric revenue streams. However, service organizations are not immune to similar market and margin pressures with increasing commoditization of traditional support services and where relevant shifting the focus towards higher value adding services and new business models. Consequently the changing role of the service organization will require organizations to rethink not only their HR requirements but also their technology investments. The use of mobile solutions to support field service operations is not new. In fact, according to VDC Research, over 70% of organizations offering field services have deployed mobile solutions at some level. Organizations have benefitted from these investments through a more productive workforce, improved first time fix rates and an increase in customer satisfaction. However, in the context of shifts to the service sector and the ability to derive even greater value from the recent advances to mobile technologies and connectivity solutions, there is mounting pressure to modernize field service solutions to effect even greater benefits to their business. According to responses received to a survey fielded among more than 200 field service decision makers, today, the leading market pressures driving investments in mobile field service solutions remain primarily centered on the operational performance benefits associating with automating these workflows and introducing real time visibility into various processes. By connecting things, people, and business networks, next generation field mobility solutions are changing the way business and customer critical assets are being managed. Unprecedented insight into business processes will lead to new products and services, innovative business models, and greater business growth. Building upon the workforce productivity and customer service benefits realized by initial field service automation deployments, organizations with extended field service networks are beginning to realize even greater benefits of the connected service lifecycle. 4 Key Findings The mobile-as-a-customer engagement platform is driving a new wave of field mobile investments. Although workforce productivity benefits of field mobile solutions are well documented and represent a key investment driver, the market is shifting from an operations-focused mentality to one where customer service and loyalty is the driving investment metric. The consumerization of IT is reshaping the field mobility landscape. In 2017 traditional rugged handheld computers will account for only 2 percent of devices purchased for field mobility solutions. Four out of five field mobility workers will use either a tablet or a smartphone. Many organizations plan to eventually replace their legacy Windows Mobile devices with Android or ios models, but there is still considerable support for Windows. It will become common for organizations to support multiple mobile operating systems, which will raise the complexity of software maintenance and device management. Most enterprise buyers recognize the value of field mobility solutions and believe they will attain ROI. Budget and other resource constraints are the leading barriers to increased adoption. These conditions are favorable for vendors that can minimize adoption costs and integration complexity; for example, through subscription or cloud-based offerings. The overall opportunity for field service automation software solutions is projected to reach nearly $2.4 billion by 2019, up from $1.8 billion in 2015 (CAGR of 7.2%). Shipments of mobile devices supporting field service workflows is expected to grow from 10.8 million units in 2015 to 15.1 million units by 2019 with smartphones representing the most popular form factor and tablets the fastest growing category. List of vendors mentioned in this report: Astea ClickSoftware Technologies Field Service 360 Go Factory Oracle PTC ServiceMax Trimble 5 VDC Research About the Author David Krebs has more than 10 years of experience covering the markets for enterprise and government mobility solutions, wireless data communication technologies, and automatic data-capture research and Contact David: consulting. David focuses on identifying the key drivers and enablers in the adoption of mobile and wireless solutions among mobile workers in the extended enterprise. David s consulting and strategic advisory experience is far reaching and includes technology and market opportunity assessments, technology penetration and adoption enablers, partner profiling and development, new product development, and M&A due diligence support. David has extensive primary market research management and execution experience to support market sizing and forecasting, total cost of ownership (TCO), comparative product performance evaluation, competitive benchmarking, and end-user requirements analysis. David is a graduate of Boston University (BSBA). About VDC Research Founded in 1971, VDC Research provides in-depth insights to technology vendors, end users, and investors across the globe. As a market research and consulting firm, VDC s coverage of AutoID, enterprise mobility, industrial automation, and IoT and embedded technologies is among the most advanced in the industry, helping our clients make critical decisions with confidence. Offering syndicated reports and custom consultations, our methodologies consistently provide accurate forecasts and unmatched thought leadership for deeply technical markets. Located in Natick, Massachusetts, VDC prides itself on its close personal relationships with clients, delivering an attention to detail and a unique perspective that is second to none. For more information, contact us at
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