Gartner Research

Improving Field Service Through Analytics

Published: 24 March 2015

ID: G00274730

Analyst(s): William McNeill


Field service software providers continue to develop business intelligence and analytics capabilities. Field service directors can use this research to understand ways that analytics can help increase the efficiency and profitability of their field service organizations.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • New business intelligence and analytical dashboards can help dispatchers and managers increase the overall efficiency of the field service organization
  • Analytics, now often displayed contextually on mobile devices, can help field service technicians become more productive and increase employee satisfaction
  • Big data created through new data sources and the analytical tools used to make sense of it can offer service companies new ways to create service contracts that increase both revenue and customer satisfaction

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