Field Technologies Releases Findings from Enterprise Communication Study
New Report – Effective Enterprise Communication: The Foundation Of Strategic Field Service
In partnership with Zinc, Field Technologies Online examined how effective enterprise communication enables field service organizations to be more intentional and strategic in their service delivery.
Field service and deskless workers comprise anywhere from 72-80% of the global workforce, or about 3 billion people. These workers include field service technicians, hotel staff, utility workers, flight crews, warehouse staff, manufacturing plant engineers, etc. As these workers are always on the go and not sitting at a desk, the tools and technologies they use to communicate in real time on the job are explored in greater detail in the report.
For the report, Field Technologies conducted a survey of 100 field service leaders in organizations that employ 50 or more field technicians to gather insights on how field service organizations are communicating today, how effective they feel these methods are, and to determine the opportunity that exists to enable teams to communicate more efficiently and effectively. Among some of the key findings from the report:
- 90% of survey respondents indicated that real-time communication is either mission-critical (50%) or very important (40%) to their field workers being able to do their jobs effectively.
- 70% of field service organizations surveyed say their visibility into field operations could use improvement.
- 23% of respondents are using consumer messaging apps – i.e. text, WhatsApp, GroupMe, etc. – which pose risks with security and administration.
- More than half of survey respondents (53%) reported that their field workers are only somewhat engaged or even somewhat disengaged. Further, 50% of respondents said that they need to improve upon their methods of enabling field workers to provide feedback to management.