Service Management Mobile Communications Survey 2010

Dear Reader,

Please spare a few minutes to take part in the latest Service Management industry survey on attitudes toward mobile communications.

This is now well established and each year sees further value added to our benchmarking activities to determine the shift in attitudes toward this essential topic.

The results of this year’s survey will be published in the new-look May/June issue of Service Management magazine, which will include a supplement dedicated to mobile communications.

The survey has been designed for ease of completion to encourage participation from all sectors of the industry and your input will be much appreciated.

Best wishes

Dennis Flower, Editor
Service Management

1.When considering a service management solution, would you consider using a mobile solution with it?

Yes

2.How has your opinion of the value of a mobile solution changed over the last 12 months?

Increased

Stayed the same

Reduced

3.Over the next 12 months, do you see mobile voice communications as becoming:

More important

Same importance

Less important

4.Why would you introduce a mobile solution?

Increase in service levels and SLA achievement

Increase in productivity

Increased visibility and control of the operation

5.Where would you expect to see the most returns from a mobile system?

Reduced direct communications costs

Better use of engineer time/improved productivity

Reduced travel costs (petrol, maintenance, etc)

Better customer service

Other (please specify)

6.What sort of mobile solution would you consider?

Stand alone

Combined with an engineer scheduling system

Combined with a parts planning system

Integrated into a service management system

Other (please specify)

7.Have you updated your mobile communications in recent months?

Yes

8.Please describe the project and improvements delivered as a result