Field Services Member Research Reports

Summary Analysis from the Q1 2013 HHIT Snapshot. Analysis of 25 health care technology companies.

This report launches the 2013 TSIA Heatmap, an annual report tracking the adoption of technology and services by TSIA member companies. The Heatmap is based on the findings of the 2013 TSIA Services Technology Survey, which asked members what technology and services they are using, how satisfied they are with them, and in what areas they have plans for additional investments in 2013–2014.

TSIA’s 7th annual member technology survey is complete, documenting member adoption, satisfaction, and planned spending across 24 areas of services and technology. This report summarizes findings for partners.

TSIA’s 7th annual member technology survey is complete, documenting member adoption, satisfaction, and planned spending across 24 areas of services and technology. This report provides adoption and spending trends for EMEA as compared to North America.

TSIA’s 7th annual member technology survey is complete, documenting member adoption, satisfaction, and planned spending across 24 areas of services and technology. This report documents details for technology used by field service.

This report documents the top installed products across the 24 categories covered in the TSIA Technology Heatmap. The top installed products information is gathered from the annual member technology survey.

Summary Analysis from the Q1 2013 S50 Snapshot.

The emerging markets have been driving impressive revenue growth in every industry for several years. In order to support this new customer base Services Executives are having to expand the traditional boundaries of the Field Service and Depot Repair organizations. This report looks at the idiosyncracies of running Field Service and Deport Repair centers in the emerging markets and the key challenges that need to be understood to maximize success.

How do we measure self-service success, as well as figure the ROI for self-service adoption? Self-service websites allow customers to navigate knowledge repositories and other online resources in an attempt to solve their own problem before requesting assisted support. Cost savings for self-service can be dramatic. With TSIA benchmarks showing that fully burdened phone incidents cost over $240 for enterprise support, every customer interaction resolved via self-service has immediate impacts to the bottom line. But how do companies calculate the cost savings from self-service? As the majority of TSIA members have planned investments in knowledge management in an attempt to boost self-service success, projected ROI can be helpful in determining budgets for new technology.

How can field service organizations maximize productivity through the expanded use of mobility tools