Optimizing Field Service Solutions: Perfecting the Balance Between Remote and On-Site Support

As field service organizations embrace digital transformation and shift toward remote service offerings, nurturing stronger customer relationships is more important than ever. While remote solutions are essential to providing higher-quality service, companies must remember the value of on-site visits. A field technician can carry out an increasing number of tasks remotely, but there is still a vital need for in-person service.

The best field solutions strike a good balance between remote and on-site service. Below, we explore the best ways to provide field service solutions that incorporate an optimal blend of remote and in-person service:

Consider On a Case-by-Case Basis and the Customer’s Preferences

Some service calls don’t require an in-person visit, while others could benefit from sending a technician on-site. As a field service manager, it’s crucial to determine the best use of your workers’ time and decide whether an on-site visit is necessary. Many tasks can be completed during a phone or video call with the customer. Other jobs can only be finished by visiting the customer site, especially when technicians must work directly with equipment.

Further, take into account the customer’s preferences. As we live in an increasingly digital world, many field service customers are becoming more comfortable with remote service. However, some may still prefer in-person visits, so it’s essential to consider that as you work to foster positive relationships with your customers.

Ensure Your Team Has the Technology to Handle Remote Service

Without the right technology, your organization won’t be able to provide the high-quality remote service that keeps your customers around long term. Utilizing an all-in-one field service platform like Gomocha to manage your operations, from dispatching technicians to keeping track of parts to monitoring equipment, will give your team the resources to provide top-notch field service support and customer service. Equipping your technicians with the right technology will ensure they have instant access to information to provide exceptional remote service and make seamless on-site visits.

Prioritize Communication With Your Customers

Keeping open lines of communication with your customers is imperative to maintaining a good balance between remote solutions and in-person service. Ensure your technicians provide regular status updates and check-in calls to help customers know your organization supports them even when most of the remote work. Taking the time to make an in-person visit to help solve an issue will also go a long way toward cultivating a positive relationship with them and keeping them around as a long-term customer.

Regularly Collect Customer and Employee Feedback

Asking for customer and technician feedback from your will help you fine-tune your field service support strategy. Assessing the areas where in-person visits were needed will help you learn from those experiences to improve your organization’s remote solutions. Moreover, data from these visits will enable you to determine how to provide more efficient on-site service.

Striking a balance between remote and on-site service is crucial to your field service company’s success. In our digitally connected world, remote assistance is critical to increasing efficiency and providing higher-quality service. However, in-person visits are still essential to your field service support strategy and help you provide more robust field service solutions to your customers.


The importance of the on-site service call in an increasingly digital world, Field Service News, FieldServiceNews.com.