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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.

Authored By:

Vele Galovski

VP Research, Field Services, TSIA

Publish Date: September 16, 2016

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Peg Rodarmel, SVP, Subscription Services, Infor

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