Why Industry Leaders Are Making The Switch To Connected Field Service

Change across organizations, markets and industries is usually steady and predictable, with occasional jump starts that can spark innovation—typically fueled by the intersection of new technology with market demand. This phenomenon is happening right now in Field Service as competitive pressure forces organizations to rethink how to keep customers satisfied by ensuring 100 percent uptime and hyper-speed service delivery.

In the pursuit for exceptional customer experiences, field service has become a frontline for exceptional customer service—the direct link for competitive differentiation across nearly every industry, from retail to telecommunications, manufacturing to utilities. And that means a rapid move away from break-fix models to proactive and predictive service; from standard delivery times to express service all the time; and the ability for field staff to have a 360-degree view of customers to help sell the right set of solutions.

This new, rapidly-emerging model—connected field service—requires an investment in people and technology. A move from legacy systems to cloud-based services and solutions, Internet of Things (IoT) integration, mobile-connected field teams and Mixed Reality technologies. The question on the minds of many executive leaders is timing and ROI. What is the optimal service model? What technology stack will enable our transformation and long-term growth? And how soon will the investment pay off?