A New iPhone (or Phones) is Coming. Will Field Service Organizations be Interested? | Service Connect

The Service Council, “a leading research and advisory firm that supports an exclusive community of Services, Services Logistics, Customer Experience, Field Service and Customer Satisfaction Executives representing global, industry-leading, service-centric organizations,” generously gave us permission to reprint this story, including these intriguing findings from their latest mobile devices survey:

  • … nearly 50% of the organizations indicate that a smartphone or handheld is the primary device used by their field agents for work. Of those organizations, 20% currently indicate the use Apple or iOS powered devices.
  • Looking ahead, interest for iOS devices is increasing. Sixty-percent (60%) of organizations are currently evaluating the net new purchase, upgrade or replacements of devices. Of those organizations, 52% are evaluating smartphones and of that crowd 23% are currently looking at iOS powered devices, indicating favorable prospects for iPhone growth in the field service space.

Here’s the entire article, permission of The Service Council:

A New iPhone (or Phones) is Coming. Will Field Service Organizations be Interested?

August 12, 2013 in News by Sumair Dutta

It seems that on September 10, Apple will announce an updated version of the hugely popular iPhone, quite possibly tabbed the iPhone 5s. (Link via @TechCrunch). The new phone will have updated capabilities consistent with Apple’s naming criteria and will feature a faster processer, improved camera, better battery life and potentially a built in fingerprint reader. The phone will also feature Apple’s new iOS7 mobile operating system. There are also rumors that Apple will release a cheaper iPhone aiming to expand the appeal of their products to a more cost conscious audience across the globe.

The iPhone is becoming quite a popular device in the field service space. In our current mobile devices survey (still live at https://www.research.net/s/TSCMobDevices), nearly 50% of the organizations indicate that a smartphone or handheld is the primary device used by their field agents for work. Of those organizations, 20% currently indicate the use Apple or iOS powered devices. Looking ahead, interest for iOS devices is increasing. Sixty-percent (60%) of organizations are currently evaluating the net new purchase, upgrade or replacements of devices. Of those organizations, 52% are evaluating smartphones and of that crowd 23% are currently looking at iOS powered devices, indicating favorable prospects for iPhone growth in the field service space.

A cheaper iPhone might make things even more interesting. For all organizations, initial cost was deemed as the second most important factor in device selection following the device’s ability to run desired applications. At a lower starting price point, and potentially lower total cost of ownership, a more cost effective iPhone could definitely turn some heads in the field service space.

Top Selection Factors (Percentage of Respondents)

  • Ability to run desired applications – 70%
  • Initial cost – 52%
  • Lifecycle cost – 46%
  • Field agent familiarity/comfort with devices – 39%
  • Battery life – 38%

Of the iPhone using or evaluating crowd, do any of these announcements make the iPhone a more appealing prospect for your field workforce?

A New iPhone (or Phones) is Coming. Will Field Service Organizations be Interested? | Service Connect.