The Paradigm Shift Of Remote Support And The Future Of Field Service Delivery

By Liad Churchill, TechSee

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service? 

The result of this shift is an explosion of remote service delivery. Gone is the traditional model of technicians dispatched to a customer’s location, toolbox in hand. Instead, technicians can now be found in their homes, cars or back offices, smartphones in hand, providing customers with remote support from a safe distance. Instead of waiting for a technician to arrive on site, customers have their issues resolved faster as a technician can now be “on site” with a click of the mouse. 

5 drivers for remote support in field services 

Here are five key drivers that are steering field service organizations towards introducing and building on their remote support offerings:

1. Pandemic-driven need for safety
2. Growing focus on reducing customer effort
3. Advances in field services technology
4. Shift to performance based SLAs
5. Growing need to reduce costs