Aug/Sept 2008

More than 90 per cent of companies in the service management sector expect customer service level agreements to become progressively more onerous over the next two years, according to a survey by Aspective, Vodafone's mobile applications subsidiary.

The survey also found that 87 per cent of companies in this sector expect to come under further pressure as a result of increasingly regulated environments, and 83 per cent believe they need 'a truly multi-skilled workforce'.

Considering that the report was commissioned by a mobile workforce solutions specialist, it is open about recognising that factors other than technological innovation will be fundamental to profitability in the sector.

It says respondents indicated that the most important driver of services revenue growth would be the development of innovative new service offerings, followed by winning new customers and generating more service revenues from existing customers.

 

The report is based on an online survey of 170 of what are termed 'UK service leaders'.