The Service Model Evolution

Today’s field service teams are very different than teams of the past in terms of how they’re formed, how they operate, their everyday responsibilities and more. Advances in technology, travel and society fueled this evolution for decades. Then, after the dot-com boom and the economic downturn of 2008, more changes occurred when organizations of all kinds earnestly challenged themselves to do more with less. Most recently, the COVID-19 pandemic hit and everything changed again; in many ways, we’re still in the midst of assessing how our world is different than before and how teams need to evolve to streamline operations and best serve customers and end-users.

Since the pandemic began, we’ve seen acceleration in four influential drivers of change in service delivery.