BOSTON-Companies that use mobile communications to manage in-the-field personnel are retaining more customers and operating more efficiently than competing firms, according to a report from the Aberdeen Group.
According to “The Field Service Optimization Benchmark Report,” nearly half of the companies that use mobile devices to enable on-demand work status, tracking, transaction and communications are retaining 85 percent or more of their customers. Only about one-fourth of firms that rely on spreadsheets for such services see that level of customer retention, the report found.
“Retaining and harvesting your installed customer base is much more profitable than acquiring new customers, so mobile field service is making a measurable impact on the bottom line,” said Aberdeen’s Mark Vigoroso, who authored the report. “It’s not surprising that mobile hardware and software solutions are at the top of field service organizations’ investment priority list.”
