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Research Report
Impact of COVID-19 on OEM Field Service Organizations
Keeping On-Premise Equipment Up and Running
Insights on how OEM field services organizations are responding to keep on-premise equipment up and running.
As with nearly every aspect of our lives, the COVID-19 pandemic is significantly impacting both OEMs and non-OEM service providers.
TSIA Field Services members have historically received an average of 84,000 service incidents per month, with over 40% requiring an in-person, on-site dispatch to resolve. Further, 60% of those incidents required a spare part to be delivered to the customer’s site to resolve the issue.
This paper provides insights on how OEM field services organizations are responding to keep on-premise equipment up and running.
Topics covered include:
- Employee safety
- Supply chain disruption
- Technology-enabled remote support
- Communications
Authored By:
Vele Galovski
Vice President, Support and Field Services Research, TSIA
Publish Date: April 9, 2020
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