The End Of Field Service

By Tom Paquin, research analyst, service management, Aberdeen, www.aberdeen.com

When will today’s connected infrastructure result in the elimination of service appointments altogether?

Over the last decade, we’ve seen field service management shift gradually from a liability toward an opportunity for brand differentiation, with organizations making solid investments in call centers, service channels, and fleet operations to mitigate costs and minimize downtime. These gains have offered organizations a huge amount of oversight over their technicians’ communication and productivity, not to mention a great deal of valuable oversight into the condition and performance of the serviceable assets themselves.