Understanding the maturity level of service operations
Understanding the maturity level of service operations
In the first FSN Research study of 2023 we have partnered with GPS Insight | FieldAware to better understand the relationship between fleet management and field service operations…
Our goal in the study is to understand if the two business units work together and use these shared tools to drive efficiencies across the business as a whole or if they’re being used in isolation.
Across a series of articles, we will now explore the findings of the study’s quantitive phase, presenting the data with little editorialisation so you can see the trends directly. In this fourth article in the series we now turn to the findings that outline the maturity of service offerings and how these correlate with integration between fleet management and field service.
In the opening section of this study, our focus was on better understanding the maturity levels across field service and fleet management systems within the industry, with the number of study respondents offering a robust enough snapshot of the industry to provide meaningful insight.
As we have seen in the previous section of this report, the data from this quantitative opening phase of the study indicates that while there are levels of maturity both in field service systems and fleet management systems in general, in terms of these systems interacting, it is only within a leading class group of just under a third of respondents that we see data flow across these systems which would be a market for firmly established and mature use of these tools to an optimum level.
In previous FSN Research studies, we have seen a clear correlation between the maturity levels of service organizations in terms of their adoption of technology and the sophistication of their service offerings. We were keen to see if this also extends to fleet management technology – in essence, are those companies who are further along the maturity curve in terms of their service offerings more likely to have better integration of their fleet management systems?
To understand this better, the second section of questioning we put to our respondents was centered around their service offerings. As in the previous section of this report, we will first look at the top-line findings and then compare the overall data with the data from the smaller response group that has identified that they have data flow across the two business units of fleet management and field service.
The first question we asked our respondents was to identify how many companies offered preventative maintenance or up-time-as-a-service solutions as part of their service offering.
When we look at the overall data set, we saw a significant number of all service organizations within the study do indeed offer such offerings. 73% of the study’s service organizations stated that they provide such solutions.
However, when we look at the sub-group of service organizations that stated they have data flow across their field service and fleet management systems, we see a further increase, with 81% of organizations saying that they offer these more advanced layers of service in addition to the traditional break-fix model.
In the first FSN Research study of 2023 we have partnered with GPS Insight to better understand the relationship between fleet management and field service operations…
Our goal in the study is to understand if the two business units work together and use these shared tools to drive efficiencies across the business as a whole or if they’re being used in isolation.
Across a series of articles, we will now explore the findings of the study’s quantitive phase, presenting the data with little editorialization so you can see the trends directly. In this fourth article in the series, we now turn to the findings that outline the maturity of service offerings and how these correlate with integration between fleet management and field service.
In the opening section of this study, our focus was on better understanding the maturity levels across field service and fleet management systems within the industry, with the number of study respondents offering a robust enough snapshot of the industry to provide meaningful insight.
As we have seen in the previous section of this report, the data from this quantitative opening phase of the study indicates that while there are levels of maturity both in field service systems and fleet management systems in general, in terms of these systems interacting, it is only within a leading class group of just under a third of respondents that we see data flow across these systems which would be a market for firmly established and mature use of these tools to an optimum level.
In previous FSN Research studies, we have seen a clear correlation between the maturity levels of service organizations in terms of their adoption of technology and the sophistication of their service offerings. We were keen to see if this also extends to fleet management technology – in essence, are those companies who are further along the maturity curve in terms of their service offerings more likely to have better integration of their fleet management systems?
To understand this better, the second section of questioning we put to our respondents was centered around their service offerings. As in the previous section of this report, we will first look at the top-line findings and then compare the overall data with the data from the smaller response group that has identified that they have data flow across the two business units of fleet management and field service.
The first question we asked our respondents was to identify how many companies offered preventative maintenance or up-time-as-a-service solutions as part of their service offering.
When we look at the overall data set, we saw a significant number of all service organizations within the study do indeed offer such offerings. 73% of the study’s service organizations stated that they provide such solutions.
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"The response to this question was emphatic - with 91% of these companies stating that they felt there was an appetite for such solutions..."
Fig.4 Percentage of companies offering preventative maintenance
Light Blue: Total response set – 73%, Dark Blue: Companies with fleet data accessible – 81%
However, when we look at the sub-group of service organizations that stated they have data flow across their field service and fleet management systems, we see a further increase, with 81% of organizations saying that they offer these more advanced layers of service in addition to the traditional break-fix model.
Taking this thinking one step further, we asked our respondents if they leveraged IoT and connected assets to deliver these more sophisticated service routes.
While the numbers were slightly lower across both groups, we still saw the same positive correlation. The responses to this question further magnified the assertion that those organizations with more sophisticated service offerings were more likely to be in the group with better data flow across field service and fleet management solutions.
Of those organizations in the entire response set that offered more advanced layers of service, 59% of organizations stated they were utilizing IoT/connected assets to underpin these more sophisticated service offerings. In comparison, 67% of the smaller subset response group said they leveraged IoT/Connected assets.
While we will dig further into this aspect of the study in the follow-up interview stage, it would be a fair assumption looking at the data from this study and other previous studies, that those organizations that are further along the maturity curve in terms of the service offerings are naturally further along the maturity curve in terms of field service technology, which in turn leads to being more likely to see the value n having data flow across multiple systems including fleet management.
What is particularly interesting is when we look at the laggards that have yet to introduce such offerings. We asked this group, who have yet to introduce more advanced services into their service portfolio if they believed there was a strong customer appetite for more advanced forms of service such as predictive maintenance or outcome-based solutions within their industry.
The response to this question was emphatic – with 91% of these companies stating that they felt there was an appetite for such solutions. However, the adoption of such solutions appears to be vertically aligned. Even with the overwhelming belief that such answers would interest their customer base, almost two-thirds (62%) stated their main competitors also didn’t offer more advanced services.
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Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content GPS Insight who may contact you for legitimate business reasons to discuss the content of this briefing report.
