Our 2023 Field Service Report reveals the state of field service organizations today, including an elevated focus on CX, increased collaboration with third parties, and the rise of self-service opportunities.
Field service organizations are shifting away from business-as-usual. The growing focus on digitalization, the increase in the physical distance between companies and their customers, and heightened expectations for continued revenue growth are some of the marketplace conditions leaders must navigate in order to build stronger relationships with their customers.
Field service organizations are increasingly playing a dual role for the customers they serve. Across all industries, leaders identify the following as the two most important factors in providing excellent customer service in the field:
- Performing core field service responsibilities, such as repairs, troubleshooting, remote support, preventative maintenance, etc.
- Building relationships and serving as a trusted advisor to clients