Our understanding of field service technologies, industry realities, and the end-to-end aftermarket value chain can help your organization shift gears from rolling trucks to rolling out better customer and employee experiences, more efficient operations, and increased business value.
Set the pace of change in your field
Field service organizations are playing an increasingly significant role in defining the customer experience and contributing to enterprise value. This shift is presenting new opportunities for today’s field service leaders—and exposing new challenges—as they seek to balance buyer expectations and business demands.
Elevate experiences
Preventive, predictive, and remote service capabilities, coupled with new roles and tools for field service workers, are helping today’s leading field service organizations improve customer and employee experiences.
Reduce service costs
Cloud-based field service management platforms powered by smartly managed data, remote IoT sensing, and artificial intelligence (AI) can help automate processes, enhance efficiency, and shorten the path from issue detection to resolution.
Innovate for growth
Outcome-based service contracts, equipment-as-a-service, and other value-added offerings can enable greater market differentiation, grow service attachment rates, improve ease of doing business, and increase company revenues.
Predictive service, predictable growth
B2B buyers say great service is the most critical driver of trust, repeat purchases, and contract renewals.1 Today, the definition of “great” is changing fast thanks to new technologies and evolving customer expectations.
We can help map and navigate your field service transformation journey by evaluating the current state of your field service operations and identifying opportunities to enhance efficiency, improve performance, and drive value. And we can help seize the opportunities that matter most for you and your customers by connecting strategic service design and aftermarket growth opportunities with technology, workforce, and process transformation capabilities.
From “break-fix” to “already fixed”
The most valuable service is often invisible to customers—because it’s already handled before they call. Moving from reactive to predictive maintenance means finding the right mix of remote sensing, geographic information system (GIS), data analytics, AI, and machine learning technologies, all connected via cloud-based systems that can monitor and resolve issues, schedule service visits, and complete pre-route tasks autonomously.
We bring a deep bench of tech engineering and implementation experience, along with industry-specific accelerators and alliances with leading data, tool, and platform providers, to help you anticipate the needs of tomorrow … and fix them today.
Serving human experiences
Field service isn’t just about servicing or repairing equipment—it’s also about serving people.
To provide better customer experiences, we can help equip service technicians with the customer insights, mobile systems, and asset or solution knowledge they need to transition into a new role as field experience agents—the frontline stewards of customer trust. And to improve worker experiences and operational efficiency, we can help streamline scheduling, routing, and work order management through our capabilities in human-centric operating model design, platform modernization, and process automation.
A new model for growth
Nearly 9 in 10 service decisionmakers say their organizations are now expected to produce a larger share of revenue.2 Success depends on reimagining the service delivery model from product-based service to service-based outcomes.
Our extensive experience and capabilities in pricing and sales model design, revenue operations transformation, and customer and market analytics can help you design and implement innovative offerings that drive customer, brand, and business value.
Our capabilities for your transformation
We have what it takes to create great field service experiences.
Spatial computing
Transforming field service with Apple and Salesforce
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What analysts say
Deloitte Digital recognized as a Leader in Digital Experience Services
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Our research reveals the strategies that drive excellence
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1. Deloitte Digital, New research on B2B CX: Drive strong relationships and revenues through the new B2B, 2022, https://www.deloittedigital.com/us/en/offerings/customer-led-marketing/advertising--marketing-and-commerce/b2bcx.html, accessed March 3, 2025.
2. Salesforce, Sixth Edition State of Service Report, 2024, https://www.salesforce.com/service/state-of-service-report/, accessed March 3, 2025.
