The need to limit customer downtime at all costs, coupled with the changes caused by the current crisis, is resulting in a new operating model for many field service organizations. Instead of following specific processes and protocols, field services are shifting to an outcome-based approach for their customers, where the priority is keeping customer equipment running. This simplifies contractual obligations for customers so that the field service provider takes whatever steps necessary to avoid issues or resolve them as soon as possible. According to a Gartner survey, 19% of service companies already offer these kinds of outcome-based contracts, and another 26% expect to do so within 12 months.

Remote AR assistance improves outcome-based service
To deliver on the contracted outcomes, field service organizations are relying heavily on automated remote monitoring tools and remote assistance tools to ensure the equipment is always at peak performance. Issues can be identified early, and when the fix is relatively simple, it can be performed by on-site staff guided by remote experts rather than by engineers in the field.

As we move into 2021, service providers across every industry are grappling with how to continue providing service excellence for customers while addressing the significant safety concerns related to the ongoing COVID-19 pandemic. According to the January 2021 mid-pandemic survey, 65% of consumers agree that they would rather avoid technician visits unless absolutely necessary and two-thirds (64%) would be more loyal to companies that take extra technical support safety precautions. Going forward, field service organizations are implementing innovative solutions that help them serve their customers without requiring direct person-to-person contact – a model known as contactless service.

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