Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. The result of this shift is an explosion of remote service delivery. Gone is the traditional model of technicians dispatched to a customer’s location, toolbox in hand. Instead, technicians can now be found in their homes, cars or back offices, smartphones in hand, providing customers with remote support from a safe distance. Instead of waiting for a technician to arrive on site, customers have their issues resolved faster as a technician can now be “on site” with a click of the mouse.
5 drivers for remote support in field services
Here are five key drivers that are steering field service organizations towards introducing and building on their remote support offerings:
- Pandemic-driven need for safety
- Growing focus