Service As A Strategy: How To Use Technology To Maximize Your Competitive Advantage

Field service has undergone a revolution in recent years, emerging as a key strategic differentiator and profit center for many industries.

In the past, service was something of an afterthought to the sales process. It was either a cost center or a break-even operation. Over the past decade — particularly in the aftermath of the most recent financial recession — service has transformed into a crucial profit center. In fact, in some industries, service has transitioned to being a primary source of profits.

Service delivered effectively and efficiently does more than just satisfy an immediate customer need for repairs or maintenance. It can help generate customer loyalty, repeat product sales, and referrals.

As this shift has occurred, new technology advancements in other segments have increased customer expectations and demands related to service. The use of online services like Amazon and eBay, along with mobile apps like Uber, has created an environment in which customers have increasing expectations of flexibility, visibility, and control.