VDC Research Report: Looking Beyond Work Order Software to Manage Field Service Performance

Field service engineer using workforce appModern field service has long been defined by connecting people, processes and technology to deliver on — if not to exceed — customer expectations. While field service organizations vary in how they apply technology to meet company goals — largely depending on their business and services model — virtually all modern FSOs are able to schedule and dispatch technicians, and manage work orders and customer information using digital tools such as web applications and mobile apps.

A new report from VDC Research suggest that these core technologies are not enough to meet the new pressures being placed on field service teams today.

Beyond Work Order Software

The report, “The Global Market for Field Service Management” published in February 2019, reveals where real innovation is happening in field service management and delivery. According to the report, workforce apps, IoT sensors and specialized workflows are driving competitive advantage, customer-centric KPIs and revenue.

Report authors Spencer Gisser and David Krebs, who both work as part of VDC’s enterprise mobility and connected devices practice, answer several key questions about field service, including:

  • what differentiates top performing field service teams
  • how IoT, AR and smart glasses are impacting service delivery
  • which technology vendors are innovating


Among the report’s finding are metrics that allow field service organizations to benchmark operations, such as:

  • 61% of FSOs track customer satisfaction
  • 85% of FSOs use third-party technicians
  • 11% of FSOs are trialing or using smart glasses to enable remote assistance


Mobile Reach is cited in the research report for having successfully leveraged our experience with mobile applications and UX in building highly intuitive and streamlined capabilities for specific markets.

You can access the executive brief for the report via VDC Research’s website.

To advance your work quote to cash processes and work order software, contact us at Mobile Reach to discuss how we can meet your requirements.