The pandemic is a magnifying glass on what business processes are and aren't working; service strategies included. New business challenges are quickly replacing old ones as the pandemic reveals where organizations lack intelligent processes, or the ability to pivot and be agile at critical moments.

This is especially apparent as businesses position their field service departments on the front line in solving urgent interactions with customers or citizens, across all lines of business. As a result, support teams are experiencing an unprecedented increase in inbound inquiries and service requests. To adapt, service models are shifting to accommodate digital and remote support options. The same goes for field service. When it comes to supporting customers in-person, field service teams are realizing that they need to adapt in an agile way to continue supporting customers and their needs during these uncertain times.

Field service is vital in maintaining essential infrastructure–like power, water, internet, and other utilities. Field service teams are also the first to ensure the lifesaving equipment–like MRI machines and ventilators–at hospitals and care facilities are working properly, especially if these facilities reach capacity. In these cases, being in the right place, at the right time, with the right tools and parts to solve the problem can not only avoid frustrated customers–it has the ability to save lives.