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                  Field Service

                  Quote.svg

                  By 2026, 4 in 10 enterprises offering field service will start AI automation pilot projects to reduce dispatch requirements and proactively engage customers early in the service process.
                  Keith Dawson

                  Keith Dawson

                  Director of Research
                  Customer Experience

                  Tackling the problems of sending service technicians to customer sites

                  Our expertise comes from our unique research and decades of experience not found anywhere else in the industry. It can help you make Field Service tools and processes impactful to your organization. Consider these insights as you look to assess and improve your customer support efforts.

                  Definition

                  Field service is the branch of customer support that dispatches skilled technicians to remote sites to fix, install or upgrade customer equipment. It involves the scheduling and management of teams, the availability of support documentation and data remotely, and the measurement of the resulting customer experience.

                  Research Fact

                  With 52% of organizations citing customer profitability as a key financial metric, and 42% citing service costs, it is more important than ever to create smooth processes guiding expensive field service operations.

                  Best Practice

                  Organizations should streamline the number of hand-offs between partners and contractors in field service operations in order to reduce the chances of error and inconsistent information.

                  How we can help

                   

                  Consulting

                  Consulting where we deliver expert guidance with our experience, expertise and market research through workshops and assessments for better business outcomes.

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                  Advisory through our proactive and informed expert advice and insights for optimization of decisions through our ISG Research On-Demand service designed for value every month of the year.

                  Research

                  Research enables insights from our industry analyst team and market research with our Benchmark Research, Dynamic Insights and Value Index research products that provide facts for decisions.

                  Education

                  Education in a range of business, technology and vertical industry topics through our publishing of digital content in mediums and styles for impactful insights across an entire organization.

                  Our Latest Research Let's Get Started

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                  We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.