Adapt to Survive: How COVID-19 is Changing the Game for Field Service

In my last blog I discussed briefly how consumer expectations and the consumer experience would be effecting the future of Field Service (FS). That future is here now, much sooner than many of us were planning for, and has delivered a bleak message for those who aren’t investing in change.

The new normal, as it’s being called, is one where customers and the population in general is more comfortable with technology. When people are more comfortable with something and can see its benefits, they grow to expect it.

Moreover, capabilities such as remote equipment diagnostics, paperless transactions, and anything that enables social-distancing have become, and will remain differentiators for FS organizations across every industry. Not only for current and potential customers, but employees as well.

What’s Important

Adapting right now, meeting those expectations, is what it will take to outlast this crisis. That’s not to say that every organization out there needs to invest in all the bells and whistles of Field Service Management in order to survive.

What is important, and vital for long-term success, is investing in the right digital transformation for an organization’s:

  • Needs
  • People
  • Customers
  • Goals
  • Budget

Look at your community, your competition, and the size of your business. Get an idea of what’s available. What do your employees need right now? How can your investment make your organization more adaptable as a whole? Will it help future-proof your business? Being strategic is just as important as making the investment itself.

What Customers Are Looking For

Small and medium businesses now more than ever are having to offer more choice, convenience, and consideration for their customers. As our homes for many of us have become our offices, schools for our children, and entertainment centers, as well as safe spaces, we want as little disruption to them as possible.

Customers now are looking for self-sufficiency and control.

  • Can a technician do everything a customer needs?
  • As paper surfaces are less safe, can everything be done digitally?
  • Are there options for the customer or technician to do more remotely?
  • Does the technician have all the information they need before they arrive at a location?

Everything an organization has put thought, time, and money into on the digital transformation front is what is setting them apart now. Everything invested in from this point forward will win over customers and help to ensure survivability.

Where to Start

Times are difficult for a lot of businesses right now, so value is key. When finding a solution or solutions, look at how quickly you can expect a ROI, long-term sustainability, and any additional benefits that might be offered. Are you being offered a generic technology upgrade, or a consulting services that help you prioritize your needs and a solution that will work for your business?

I want to see more organizations surviving and thriving both during and after this crisis. Let’s collaborate on how to apply what we and others across the industry have learned to ensure our businesses are more resilient and flexible in the future. This new normal is an unavoidable challenge, but one that should still be dealt with in a way that gives a FS organizations some choice. Take a look at the ‘What’s Important’ section, and see how it applies to your specific organization.

If your business is looking to adapt or you need some advice let’s talk.