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In the battle to meet, deliver on, and potentially exceed customer expectations when it comes to service, field-based work and field service play a vital role. In Aberdeen's State of Service Management: Outlook for 2013 (January 2013), 45% of respondents indicated that field service was an integral area of investment in 2013. This is vital, as a great deal of service work ultimately ends up in the hands of field technicians or engineers. This is borne out by a new survey of 156 organizations around field service workforce management, where respondents reported that 57% of incoming service calls required a field visit for issue identification and resolution.

Aberdeen Group, Field Service 2013: Workforce Management Guide,
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