There’s no question that the COVID-19 pandemic has reshaped our world and our industry, and that field service trends have emerged or accelerated as we all adapted to the changes around us. One thing seems certain: for the foreseeable future, our ability to deliver quality field and customer service will depend on how well we understand these trends and apply the lessons we’ve learned in recent months to them.
Here are the current service industry trends that stand out to us:
1. End-Users’ Patience for Downtime is Waning
To ensure maximum operational uptime in their mission-critical environments, some end-user organizations (especially in healthcare) have resorted to purchasing more equipment than they’ve needed and literally rolled in replacement equipment from a closet down the hall when the current system experienced an issue. But it’s just not practical to do that anymore. Now, to reduce operational expenses, end-users are right-sizing their capital expense plans and focusing more on keeping the equipment they have up and running consistently.