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Research Report
Reducing On-Site Incident Labor Costs
Best practices to effectively manage an important service delivery channel
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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