FIELD SERVICES
Field service is big business in the technology industry, with U.S. revenues alone well over $20 billion this year. Yet field service operations have long struggled for visibility within most companies, with increasing technology complexity and customer expectations creating new challenges at every turn.
Growing Market Increasingly Seen as Strategic
While technical support, contact centers and Web self-service continue to receive most of the attention when improving the customer experience is discussed, field service is now finding itself in the customer experience spotlight, often for the first time. More and more companies are realizing that field agents, with their face-to-face interactions with customers, can have a major impact on customer satisfaction and incremental revenue.
Field service is also an industry ripe with innovation—in technology (sophisticated use of GPS, complex analytics for real time intelligent scheduling), workforce management (marketplaces for contract field agents), and even preventive maintenance (remote support and diagnostics), with Web 2.0 and an increasingly connected world creating even more innovation possibilities.
Today’s field service executives face a complex array of business challenges, from the perennial issues of scheduling and dispatch optimization, resource coverage, and SLA adherence, to more recent emphases on product supportability and the reinvention of the traditional field service technician role.
TSIA’s Field Services research and benchmarking tools provide industry data for professionals to better optimize their field services operations, including field service, mobile field service, remote diagnostics, machine-to-machine communications, depot repair, knowledge management, spare parts management, RMA processing, and more.
The TSIA Field Services Advisory Board advises TSIA executive management on how best to deliver FS solutions to TSIA members through programs, research, communities, and events.
Please visit the links below to learn more about the resources available to TSIA Field Services members:
- Advisory Services – Expert Insights Tailored for Custom Engagements
- Benchmarking – The Industry’s Premier Source of FS Operational & Financial Benchmarks
- Blogs – Regular Access to the Visionaries Driving TSIA Research
- Member Inquiry Service – Timely Advice & Data on Any Aspect of Field Services
- Member Surveys – A Regular Look at the Latest Industry Trends
- Multi-Member Studies – Collaborative Studies on a Wide Range of Critical Topics
- Research Reports – Trends, Case Studies, Market Overviews & Analyst Insights
- Technology Buyer’s Guide – Research the Most Relevant Service Technologies
- Webcasts – Live and On-Demand Insights Delivered to your Web Browser