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Field Service: The Foundation for Innovation in Customer Experience

Published on 11 September in Next Ventures

Service van  

People raised on cloud computing and throw-away electronics never experienced the old-school field service technician. These techs drove to customer sites in company vans laden with spare parts, toolkits, and binders full of schematics. They were the salt of the technology earth, and an entire category of software was developed to manage their efficiency. For years, field service management was the boring sibling to other business management suites, particularly as remote software fixes outpaced the need for onsite, hands-on repair.

But there's been a paradigm shift in field service. Rather than f...

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