IDC PlanScape: Fleet Management in the Aftermarket

This IDC PlanScape explores the process of fleet management specific to aftermarket service. Aftermarket service fleets are of critical importance to an organization's ability to deliver service, support, and resolution to customers or operators. The ability to meet a service-level agreement (SLA) is often dependent on getting a physical service technician or field engineer from one place to a customer site in front. The document emphasizes that aftermarket service fleets, including vehicles and drones, are crucial for resolving customer issues efficiently. Advanced technologies are enabling better management and visibility of these fleets, which is essential for improving service outcomes. The document advises organizations to align fleet management goals with customer service outcomes, prioritize driver safety, and integrate data for better decision-making across the enterprise."Too often aftermarket service fleet management focused on cost reduction or fuel usage," says Aly Pinder, research vice president, Aftermarket Servies Strategies, IDC. "In an environment where customers demand faster service and issue resolution, the ability to manage the resources that enable a technician or service worker to efficiently get onsite has become a secret power driving customer value and differentiation."