1 PRACTICE 2 PRACTICE 3 PRACTICE DRIVING ADOPTION & CONSUMPTION Service engine companies are successfully engaging the field service workforce to drive adoption and consumption of products and services. FIELD SERVICE ADOPTION PRACTICES % INCREASE IN MOBILITY FEATURES % INCREASE IN KEY KNOWLEDGE MANAGEMENT METRICS LEVERAGING MOBILITY FEATURES Mobility platforms enable field service engineers to have the information they need to help customers get the most out of their products and services. CONNECTING TO YOUR KMS Mobility is a key enabler for remote connection to the knowledge management system (KMS) while on site. R E M O T E A C C E S S 24 % D I R E C T C O N T E N T L I N K A G E 51 % 3 KEY MOBILITY PRACTICES FOR FIELD SERVICE Driving services revenue is a key initiative for all hardware manufacturers. Organizations that have successfully transitioned to a service engine business model get 29% more of total company revenue from services. 64 % PRODUCT UPDATES 29 % TOP NEW FEATURES 24 % SPARE PARTS 19 % CONTRACT RENEWAL SOURCE: 2016 TSIA Field Services Benchmark Study © 2017 All rights reserved. Technology Services Industry Association (TSIA) www.tsia.com/fs @TSIACOMMUNITY | #TSIA % INCREASE CSAT SCORES 46 % 13 % SERVICE REVENUES ADOPTING MOBILITY PRACTICES IS GOOD FOR THE CUSTOMER AND THE SUPPLIER. 29 % MORE SERVICES REVENUE DESIRED UPGRADES CONDUCT FEATURE REVIEW NEW FEATURES SUCCESS SCIENCE ASSESS UTILIZATION INDUSTRY SERVICE ENGINE