Research Report

Reducing On-Site Incident Labor Costs

This report is for Field Services members only

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On the surface, smart, connected products threaten to make the need for on-site service obsolete. Embedded technologies will phone home and signal either a firmware upgrade or generate an automated service request for a customer-replaceable unit. Although this scenario is happening with greater frequency, if you have hardware on a customer location, you will always have an on-site service delivery channel. In fact, the on-site service delivery channel is critical to a hardware manufacturer's success.

This Executive Insight answers the service business challenge: What are the pacesetter practices to reduce the cost per on-site incident? Topics include:

  • Importance of managing the on-site service delivery channel.
  • Key drivers of on-site incident costs.
  • The technology, roles, and practices that are necessary to effectively manage the on-site delivery channel.

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

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