How We Help, at a Glance
- Review your portfolio of Field Services: Is there something to add, remove, or refine?
- Assess remote support options, including suitable tools and payment models.
- Provide tools and templates for checklists and reports.
- Evaluate and implement Field Service Management (FSM) software.
- Analyse Total Operating Cost (TOC) and Product Lifecycle: What is your involvement at each phase? What’s the benefit for you and the customer?
- Assess your customer retention rate: How are your Field Services impacting it?
- Enhance tools, training, and processes.
How We Help, A Deeper Dive
No matter if you team is needed hands-on at site or remote support, there are many things that can be done to boost sales, profits and efficiency. And, not the least, customer satisfaction. It’s essential to strike the right balance between efforts and awards, both for you and your customers. Let’s have a closer look at both on- and off-site support:
Field Services
Your customers may need on-site support for tasks like training, tuning, repairs, maintenance, overhauls, retrofits, and upgrades. Can your offering be adjusted? Field Services are mostly offered as by-the-hour work or at fixed prices, but sometimes offered as “pay-by-performance” services. What’s your strategy? What Terms & Conditions do you offer to ensure site safety and maintain a balanced risk/reward ratio?
Remote Support (off-site support including help desk):
In many support cases traditional helpdesk services are sufficient, providing answers and advice via phone, email, or chat. When this is the case, any on-site actions can be handled by local staff.
However, service organisations may also offer more advanced remote assistance solutions, where guidance and advice are delivered through remote support tools. These may include phone or video call guidance, augmented reality sessions with smart glasses, IoT data support, and even remote control or fixes.
Whether providing field or remote support, it’s crucial to tailor services not only to your customers’ needs but also to your business context. Resources needed for creating and maintaining support tools must not be underestimated. Striking the right balance between costs and revenue, minimizing risks, and ensuring alignment with your products’ performance, lifecycle, and operational criticality are all essential. Additionally, as with spare parts, total cost of ownership (TCO) should remain a key consideration.
