Field Service Optimization- Spending is Back in Service

Forty one per cent of senior-level service and support professional respondents say that budgets have increased for 2010 in a recent survey conducted by Worldwide Business Research.

Following the downturn, Service executives in the second quarter of 2010, are most interested in how to position their business for growth throughout the recovery. They are interested in cost-cutting initiatives while streamlining business operations long term. Finding the right mix of these two core themes is the key for the industry.

These executives are now dealing with a variety of challenges, such as service revenue growth and field service optimization. They are looking to find new revenue streams and new efficiencies throughout the service organization. Optimizing customer satisfaction and service delivery is also front-of-mind. This is being done through differentiating their organizations from competition while protecting market share through technology integration and implementation.

Service organizations are now beginning to release resources to invest in new technologies or upgrade their current systems. While service budgets had contracted and remained emaciated over the past year and a half, service executives are now back investing in Enterprise Resource Planning, Customer Relationship Management, Workforce Management Systems and other tools to manage their service operations.

Field Service 2010, a service and support event being held in Arizona from April 26-28 bespoke this survey to determine what service and support executives felt about vital subjects such as Service Revenue Enhancement, Data Management, Customer Satisfaction, Cost Cutting and Technology Implementation and Field Service Optimization .

The survey was executed to attain a timely and topical understanding of the most pressing issues service and support executives face in order to assist the developers of Field Service 2010 feature strategies and solutions needed to tackle them.

Thirty five percent, or more than one in every three respondents, sees data management as the biggest investment area with one executive stating "data is power and not being able to manage it renders you useless."

And it's not just in data management and it's not just spending, one of the events speakers exclaimed, "We will be doubling our service business within the next few months in terms of people and revenue."

Joining the quoted speaker are the following service and support professionals .from various industries including John Tarascio, President, BoweBell & Howell Service; Larry Wash, President of Global Services, Trane; Greg Deiter, Vice President Defense & Government Services, Boeing; Mary Cay Kosten, Vice President, Global Customer Services, Sun Microsystems; Bernadette Lodico, General Manager Service & Support, Eastman Kodak; David Baker, Senior Vice President Field Service, DirecTV and more.

Support for the leading event has come from all aspects of the service and support industry including Servigistics, Click Software, AT&T, Brother, Integrated Solutions Magazine, Mobile Enterprise Magazine and the National Association of Service Managers.

For more information about the Field Service Conference visit www.fieldserviceusa.com. For inquiries regarding Field Service 2010, please contact Seth Adler, General Manager of Worldwide Business Research: 646.200.7459, 212.214.0594, sadler@wbresearch.com.

Program Director
Seth Adler
Phone: +1 (646) 200.7459
Fax: +1 (212) 885.2733
sadler@wbresearch.com