Field Service: At The Forefront Of A New Customer Experience

By Randy Reynolds, VP of product marketing, ServiceMax, www.servicemax.com

Outcome-based service is changing the relationship product manufacturers have with their customers.

You may not have noticed, but field service is changing the way customers experience your company and your products. Smartphones, tablets, and wearables have replaced clipboards. Machines and field assets connect to the Web and deliver intelligent data back to field service organizations ready to respond at the first sign of trouble. People connect with other people through technology. Centralized mobile and cloud-based applications replace file cabinets filled with service reports to streamline field service organizations’ administrative, scheduling, and job data. The result is efficient, connected service that builds brand loyalty through a focus on the outcome provided by the product. This is outcome-based service, and it is changing the relationship makers of products have with the users of those products.