Revamping The Digital Tool Belt: On Technology In Field Service

The industry is experiencing a paradigm shift when it comes to providing field service. What does the service model of the future look like? At this point, it is still transforming, but there are certain indicators that show that the future model will be a lot different than it is today. Consider the following four observations about customers and machines.

First, in the connected world of instant gratification that we live in, customers have an expectation of immediacy. They get frustrated when they have to wait, and most customers have little tolerance for delays due to mistakes or a perceived lack of skill. The tech that shows up on site is expected to solve the problem quickly and on his first attempt.

Second, customers are much more educated when it comes to solving their equipment issues. In many instances, they will have researched the problem and developed a theory as to the cause before the tech even arrives on site.

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