10.13.21 -- What's Your Remote Service Strategy?

Do you want to prevent customer disasters ahead of a negative NPS or service escalation? We know you do, but it’s difficult to do without deep insights into every aspect of the service lifecycle—from customer history and equipment information to workforce performance.

The rise of remote support has been accelerated by the pandemic. Why? Remote support addresses safety concerns and ensures business resilience. Companies are moving to remote support to reduce costs, improve the customer experience, and increase employee engagement. The shift requires field service leaders to reevaluate key metrics and new modes of collaboration and to adopt innovations based on video, AR, and AI.

A mobile workforce, as part of the broader global deskless workforce, comprises people who are on the move and may work at multiple locations, even in the course of a single day. With more and more industries relying on a mobile workforce to deliver services and products outside of the office, it is crucial to understand the trends, challenges, and solutions associated with mobile work.

The field service industry has changed a lot in recent years, with new technologies, approaches, and market trends accelerated by COVID-19. Organizations face numerous challenges in this environment, but they’re also presented with exciting new opportunities. In a world of constant change, the ability to deliver quality field service depends on understanding these trends and offering innovative new solutions. From value-added options to brand-new services, from connectivity to relationship building, there are many ways to stand out and make yourself more valuable to your clients.

In the midst of COVID, one of the most talked-about and widely leveraged digital toolsets was augmented and merged reality tools that enable remote interaction, collaboration, and service.