Conference Presentation

The New Field Service Organization: New Adoption Role, New KPI’s, New Technology, New Compensation

This report is for Field Services members only

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When Field Service organizations effectively implement industry best practices to drive customer adoption of products and services, account renewal rates increase by up to 7 percentage points and significant cross sell/upsell opportunities are generated. With the help of smart, connected products, adoption has become a data and process-driven effort that provides field service engineers with the right information to present new and exciting ways to help customers while on-site. During this Power Hour, TSIA will share research insights on how field service organizations are playing this new, critical role for hardware and equipment manufacturers: New KPIs that include customer health and annual contract value. New industry best practices including assessing customer utilization, providing information on new features, soliciting desired enhancements, and establishing a success science process to capture customer best practices. New technology enablers including knowledge management platforms and the best mobility platform features. New compensation practices to support this important role played by field service engineers. Strategic alignment and it’s impact on organizational structure.

Presented By:

Vele Galovski

VP, Field Services Research, TSIA

Publish Date: October 16, 2018

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