Can a Hybrid Field Service Workforce Deliver Consistent Quality Experiences?

Can a Hybrid Field Service Workforce Deliver Consistent Quality Experiences?

This IDC Perspective explores the evolving workforce dynamic in field service. Manufacturers and service organizations are leveraging a hybrid field service team that incorporates in-house teams, third-party contractors, and partners to deliver issue resolution and customer support."The in-house field service team is no longer a monolith that resolves issues within a static service window," says Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "The field service team of the present and the future will need to tap into a broad base of diverse resources, which all must have up-to-date, relevant, and on-demand data on the asset, equipment, and customer to resolve issues prior to failure."

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