Field service isn’t just about revolutionary shifts. You still need to get the job done for your customers who depend on your service. So you also need to make incremental improvements.
While dramatic transformations can’t take place every day, your field service organization has the opportunity to do great things in the near future. To reap the benefits, field service organizations will need to create a strategy, then invest in and implement that strategy.
Based on Aberdeen’s research1, there are 3 trends that will have a big impact on the field this year and beyond.
1. Engage customers in the service experience.
Customers are invested in the success of your service organization. Your customers:
- bought the equipment
- have a service contract
- want to avoid downtime
Your customers want your service organization to succeed. But success requires clear channels for communication and expecting more from your customers.