Waiting for a service technician to repair critical equipment is a frustrating experience for both customers and service providers. Customers bear the cost of downtime, while service providers face the challenge of managing costly and complex field operations. At NBS Group, we recognise the transformative power of digital tools in reshaping field operations and service delivery through remote connectivity.
The Growing Case for Reimagining Field Operations
Major players in the manufacturing and software industries have already embraced remote and virtual assistance services. The business case for rethinking field operations is becoming increasingly compelling, driven by:
The impending “silver tsunami” of retiring field technicians.
Shifting customer expectations in the post-pandemic landscape.
Emerging opportunities through digital technologies and generative AI (gen AI).
Cost pressures also amplify the need for change. With an ageing workforce and growing competition for skilled technicians, field service wages in North America have risen by 16% over the past five years.
A Unified Equipment Life Cycle Strategy
The COVID-19 pandemic accelerated the digitisation of field operations, enabling organisations to service equipment remotely while minimising risks to technicians. However, this shift created a “whiplash effect”, as B2B customers began to expect digital interactions comparable to the convenience offered by B2C businesses. Despite the benefits, many organisations still struggle to provide a seamless digital experience due to legacy systems and difficulties in monetising new approaches.
To address these challenges, businesses can adopt a unified equipment life cycle strategy. This approach brings together digital, IT, product, and service functions to reduce reliance on traditional field servicing while enhancing overall service capacity.
Key Elements for Transformation
For B2B organisations aiming to revolutionise their field operations, four strategic elements are essential:
Redesigned Value Proposition
Companies must clearly articulate the value of improved uptime and remote connectivity, shifting the focus from traditional field servicing to integrated, connected solutions.
Technology-Driven Remote Servicing
Product and IT teams must collaborate to enhance equipment serviceability through increased connectivity and advanced remote capabilities.
Overhauled Commercial Model
Pricing strategies should reflect the higher value delivered by enhanced uptime and connectivity. Sales teams must be equipped to communicate this value effectively, while customers are guided to transition to these new solutions.
Optimised Operations
End-to-end optimisation of service delivery—from automated troubleshooting and self-service platforms to remote operations—can improve efficiency and elevate customer experiences.
Leveraging Technology for Competitive Advantage
One global manufacturing company has demonstrated the potential of this strategy by using cloud-based tools and augmented reality to deliver remote operational and diagnostic support. Initially launched during the pandemic, this approach has since been scaled globally, significantly reducing travel costs and response times while improving customer satisfaction.
B2B organisations that embrace digital enablement and adopt technologies such as gen AI, wearable devices, and advanced analytics can position themselves as industry leaders. A holistic approach to digitisation will enable businesses to boost service capacity, streamline operations, and meet evolving customer expectations.
Driving Change with NBS Group
At NBS Group, we are dedicated to helping businesses transform their field operations through innovative digital strategies. By adopting a unified equipment life cycle strategy, we empower our clients to leverage cutting-edge technologies, reduce operational costs, and deliver outstanding service experiences.
References
Deloitte Insights, The Future of Field Service: Embracing Digital Transformation
U.S. Bureau of Labor Statistics, Occupational Employment and Wages, May 2023
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