TECH BUYER Apr 2020 - IDC PeerScape - Doc # US43759119

IDC PeerScape: Field Service Management Practices to Cultivate a Culture of Innovation

By: Aly PinderProgram Director, Service Innovation & Connected Products

Abstract

This IDC study describes how five different manufacturers tackled transformation within their businesses and empowered or engaged the field service organization to achieve companywide goals for success. Innovation isn't a concept that can only be fostered within back-office teams but can and should incorporate the field teams that engage with customers and equipment every day.

"Field service technicians must no longer be viewed as solely wrench turners whose main value is closing a work order and moving on to the next job," said Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Technicians are in front of customers and equipment in service every day and hold a wealth of knowledge that should be cultivated as part of the innovation strategy for future products and service offerings. Manufacturers must remain close to their customers, and technicians are often the trusted advisor that customers are willing to share intimate detail with that can unearth new opportunities for value creation and revenue."


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