Zuper's Michael Israel Talks The Evolution Of Field Service

A conversation with Michael Israel, Head of Field Service Evangelism for Zuper

Businesses within the field service ecosystem are undergoing significant changes across their people, processes, and technology. They are being pushed to modernize their operations from back office to forward-facing customer service. To explore some of the major shifts taking place, we got a chance to catch up with Michael Israel, Head of Field Service Evangelism for Zuper, a leading solutions provider to scale and modernize fast-growing field service organizations. Michael has spent a significant portion of his career as a strategic consultant to field service organizations and has witnessed firsthand how things have evolved.

1. You've spent your entire working career in field service operations management, field service software, and field service research and advisory roles. What would you say is the biggest challenge facing field service businesses today?

There are many challenges that businesses with field service teams must navigate today. Some relate to business operations (the new gig economy, continued COVID concerns, skilled staff shortages) and others to technology (digitizing legacy business processes, increasingly sophisticated high-tech equipment). Often, the challenges are a hybrid of both. As with many other industries, a big challenge for service companies today is a shortage of talent.