The Field Services Technology Stack
Technology is incredibly important to field services operations. Various platforms and applications are required to understand customer history, account entitlement and consumption, appointment scheduling, and to perform on-site repairs. TSIA has identified 17 separate application categories recommended for highly productive, scalable field service, including core infrastructure technology, productivity tools, and tools to understand and track customer behaviour and sentiment. Field services executives should understand which enabling technology components are already well adopted, as well as emerging tools that may provide a boost to operational and financial metrics.