Aligning the four customer service operating scenarios — equipment-centric, outcome-centric, appointment-centric, and knowledge-centric — is the central pillar of developing a customer-centric model. An inside service perspective aligns these four service scenarios. This model places customer needs at the heart of field service management industry standards. Looking deeply at these four scenarios within your business… Read more »
Placing customer service needs front and center in a service contract takes many scenarios into account. Therefore, it’s wise to consider these perspectives from the outside to the inside. Here we will look primarily at the knowledge-centric model, which is part of a larger model that includes equipment, outcomes, and appointments in addition to the… Read more »
Appointment-centric models in the field service industry are vital to a larger business strategy. It is a strategy that includes meeting customers’ needs while driving efficiency. While traditional repair service helps to drive the model, there are other factors in the approach. Service requests and contracts are always a priority, and response times to break-fix… Read more »
In the outcome-centric operating scenario in field service management (FSM), the technician is a proxy to the owner with a financial interest in outcomes. The equipment-centric scenario is also closely aligned with the outcome-centric scenario, with greater risk placed on the service provider in return for greater profits in the long run. The benefits of… Read more »
The equipment-centric approach to the field service industry is one where there is an expert-level approach to complex telemetry, equipment, and regulations. Knowledge of assets in real-time allows for greater optimization of performance. There is a growing need to find a balance between data science and operational expertise when looking for insight into data. These… Read more »