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Survey to shed light on field services management strategies; incentive offered for respondents


Survey to shed light on field services management strategies; incentive offered for respondents

Boston, MA — June 10, 2004 — A new survey being conducted by Aberdeen Group, in conjunction with Supply & Demand Chain Executive magazine, is set to give supply and demand chain leaders a look at current trends and best practices in field services management.

The survey-based benchmarking of the opportunities, costs, challenges and success metrics of field services management will evaluate existing strategies for managing and automating call logging and tracking, scheduling, contract and warranty management, and service parts management. Based on the survey, Aberdeen will identify emerging best practices in these areas.

As an incentive for respondents, those who complete the survey by June 15 will qualify to win a Palm personal digital assistant (PDA).

In addition, survey participants who submit a complete questionnaire are to receive a complimentary invitation to an online seminar covering the full research findings, as well as access to the full report when it is released.

The survey, which is being offered online at http://www.zoomerang.com/survey.zgi?p=WEB2JEJ2VFT, is based on the hypothesis that companies that provide repair, maintenance and other field-based services cannot afford to treat post-sales service and inventory management as an afterthought.

In fact, Aberdeen research indicates that after-sales service accounts for 10 to 40 percent of revenue for many industrial and service companies and up to 50 percent of inventory investment.

Still, many firms servicing equipment, facilities and other high-tech and industrial assets rely on outdated, inefficient processes for managing call logging and tracking, work scheduling, contract and warranty management, and service parts management.

"Winning service firms are collaborating with their customers and leveraging field service automation technologies to improve operational efficiencies, profitability and customer satisfaction levels," according to Aberdeen. "These firms will consistently retain more customers and edge out competitors."

To complete the Field Service Optimization survey, go to http://www.zoomerang.com/survey.zgi?p=WEB2JEJ2VFT.

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