10.31.22 -- The Service Leaders Recession Playbook

In a highly competitive marketplace with growing customer expectations, providing a positive field service experience can be a crucial differentiating factor for business success. Respondents to a recent study conducted by the Technology & Services Industry Association list three strategic imperatives for field service organizations: accelerating connectivity, aligning the organization, and moving beyond break/fix. Yet respondents also say labor costs are their greatest challenge. So, how can they improve service without increasing headcount?

Over the past several years the trend toward using third-party workforces has become a popular topic. A simple Google search results in a plethora of analyst papers and blog posts on the topic. But that trend has now become a reality. This year it is expected that 40% of field service work will be performed by third-party technicians. Innovative technologies such as augmented reality, mobile devices, and the Internet of Things (IoT) have driven manufacturers to adopt a more gig- or contractor-based business model.

Konica Minolta’s innovations help businesses to shape the future, today, changing the way people conduct business and use technology to work smarter, faster and better. As a leading smart data and digital IT services company, the company meets the changing needs of customers with our digital print, IoT, artificial intelligence, and augmented reality solutions.

Drain-All has experienced considerable growth since the company’s founding in the early 1980s. To continue that growth, management realized that the systems and processes used to run the business needed to be transformed, modernized, automated, and streamlined. Multiple systems were in use for financials and work order management with zero integration.

Earlier this year, Field Technologies Online and ServiceNow sat down with Xerox to learn how their leadership team is empowering the next generation of field service workers and enabling technicians and engineers with real-time expert assistance through augmented reality (AR). In this service leader conversation, you’ll learn more about the role augmented reality is playing in Xerox’s transformation journey.

Is economic uncertainty on the horizon – or has it already started? Experts are debating – but one thing is true for field service organizations across the globe: too many management teams are preparing to cut costs using broad-stroke methods that can do more harm than good.