Top 3 Field Service Trends For 2015

By Deb Geiger, Astea International

The field service industry has changed. Not only for the customer, but also for field technicians. The service expectation is a “more for less” model, harnessed by the need for fast and friendly problem-solving.

Many emerging field service trends from years past are solidifying themselves as industry-norms that service companies should optimize on to achieve success in 2015 and beyond. Among the most impactful trends are:

• Heightened Customer Expectations
• Transition of Field Technicians to Sales Representatives
• Improved Remote Assistance

Customer Experience and Engagement 

Now more than ever, customers expect more from field service. As more options for service and support present themselves, organizations need to leverage every opportunity to provide value-adds to their customers. To achieve success in a competitive marketplace, smart organizations are leveraging customer service as their key differentiator.

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