A proactive approach to field service

When thinking about moving from a reactive field service model to a proactive one, most people jump to the Internet of Things (IoT), servitization, and outcome-based services. But it’s important to first create an operationally-efficient foundation that benefits both customers and employees.

Although a primary goal of proactive service is to stay one step ahead of your customers’ needs to help prevent issues all together, things still break. Part of proactive service includes looking at how to minimize the inconvenience to your customers when they do. This includes communication, transparency, and responsiveness.