TECH BUYER Jul 2022 - IDC MaturityScape Benchmark - Doc # US47219721

IDC MaturityScape Benchmark: Field Service Management in Manufacturing Worldwide, 2022

By:

Aly Pinder
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Abstract

This IDC study highlights the results of IDC's 2022 Worldwide Field Service Management in Manufacturing MaturityScape Benchmark Survey and is a supplement to IDC MaturityScape: Field Service Management in Manufacturing 1.0 (IDC #US44957320, September 2021). Combined, these two projects provide a clear vision of maturity while also showing the opportunity that field service management can aid in a manufacturer's business transformation and success. This study's intended audience includes senior-level and business-focused service executives, CIOs, and CXOs responsible for the strategy, planning, execution, and delivery of field service to achieve improved issue resolution and enhanced product, equipment, and asset performance. The journey along the maturity curve is riddled with challenges and executives must think differently about the field service operation as its impact on the customer experience is no longer a trivial activity.

"Interactions between a field service engineer and a customer or operator is an opportunity to strengthen a bond between the manufacturer and the customer, which can be invaluable," says Aly Pinder Jr., program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Stunted transformation in the field service operation can have a direct negative impact on revenue, margin, and customer satisfaction."


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