IDC PlanScape: Reinventing Field Service Value Through Connected Products
This IDC PlanScape explores the evolution of the field service organization for a manufacturer in the advent of connected products. Service leaders and the front-line service team have a wealth of data at their fingertips, which has equipped them with the ability to change the way in which they interact with customers. As opposed to solely focusing on closing a work order, the field service team through connected products can deliver increased value through new services and interactions."Connected products have the opportunity to transform the way technicians deliver service. No longer does a field service technician or an engineer have to show up to a customer site and attempt to figure out the issue or hope customers have the right parts, skills, or answers. Connected products are the tip of the spear to turn technicians into true partners with customers." — Aly Pinder, program director, Service Innovation and Connected Products
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