Embracing The Outcomes-Based Approach To Field Service

By Brian Albright, Field Technologies

Field service organizations can use new technology to shift from transactional services to a more holistic approach to their customer relationships.

Field service organizations face increasing customer expectations when it comes to service quality and the speed with which their service issues can be resolved. More importantly, customers are looking for service that isn’t necessarily product focused; they aren’t just buying a piece of equipment and then paying to have it serviced. They are interested in what the equipment can do for them and how much uptime they can expect.