This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Research Report

Impact of COVID-19 on OEM Field Service Organizations

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

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.