Research Debrief:  Understanding Virtual Field Service: Part One (2021)

Having published the findings of an exclusive research study with Salesforce to understand what the dramatic rise of remote service within our sector will mean for the future, Field Service News Editor-in-Chief is now joined by Salesforce’s Sassi Idan, Michele Federici and Michael Kuebel to talk through the findings of this important research project and extrapolate further meaning and insight from the data. 


In the first video report of this two-part session, the group discuss: Reduced overheads are a benefit for service providers but do our customers want lower costs or is service excellence the key factor? What does the increase in speed remote service delivers mean for the field service sector? Are the varying sophistication levels of the tools currently available too confusing for adoption?


These areas and much more are discussed as our panel really gets under the skin of the study’s findings and bring further insight into what the future of field service is shaping up to look like.

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