Future of Field Service

The ecosystem of Field Services is digitising and customers expect more personalized and quick digital service solutions. With everything happening online and remote, your agents may be the sole face of your company for your customers. Therefore, your Field Services can't stay behind.

Even though many companies are on the road to use digital technologies more effectively, the Field Service ecosystem still doesn't use knowledge on customer data and product information efficiently enough. Both customer and company often lack knowledge on the problem and each other. By digitizing Field Services, companies efficiently anticipate better to problems and are better able to predict logistics engineers, locations and timeframes.

To transform to a next generation Field Service, your company needs a 360-degree view of your customer and assets. Data from all departments and processes need to be integrated with the customer and product information. Increase knowledge about how products are used with integrated data, about customer touch points and insights from e.g. sensors on the product. This enables your field force to transform into customer services by implementing a more human-centred approach.

This report covers five key themes, or disruptive characteristics, that lead the way in digitisation:

• Personalised and proactive
• Distributed complexity
• Integrated ecosystems
• AI omnipresence
• Workforce redefined