By Field Technologies magazine
Today’s field service organizations are taking on increasing demands and balancing a number of objectives. Service operations are no longer seen as the cost center of an organization, but rather as the conduit to the customer. With this newfound view comes a lot of opportunity, but also a host of pressures and challenges. Some of the key focus areas of today’s service organizations include becoming more customer-centric, transitioning from a reactive to a proactive service model, integrating M2M and IoT (Internet of Things) technologies to maximize uptime and first-time fix, and working to integrate service and sales to maximize cross-selling opportunities and — ultimately — the bottom line.