6 Field Services Trends to Look for in 2015: Part 1, from tsia.
Trend #1 – Service Delivery Channel Optimization
With the commoditization of legacy support and maintenance offers, the concept of shifting work to the right service delivery channel is quickly becoming a key focus for FS organizations. In this case, optimization means getting the right mix of on-site incidents, assisted support, andtechnology-assisted support, or in other words self-help. (Tweet this!)
In 2014, TSIA members have reported eliminating 35% of their on-site dispatches on average by implementing proactive technology that allows for some customer issues to be resolved through call center and technology-assisted support channels. The Pacesetters (the top 15% of performers in TSIA’s database) have gone even further and have reported that they’ve achieved over 80% of dispatch elimination.