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Productivity Gains in Field Service / Onsite Support

Field Service productivity is impacted by SLAs and the underlying support model. The primary driver for productivity is strong emphasis on ticket elimination and “shift-left” of the issues. Productivity can be increased by reducing field service engineers’ intervention. In order to achieve this, service providers can consider strengthening the L1/L1.5 Support with tenured resources to maximize resolution at that level. Furthermore, providers can also consider leveraging following mechanisms to enhance efficiency:

  • Leveraging Inter vPro or similar solutions for remote troubleshooting
  • Tech Café
  • Vending machine for peripherals
  • Virtual kiosk/ Tech bar
  • AR/VR technologies
  • Digilocker

Subscribe now to get our latest insights.

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Productivity Gains in Field Service / Onsite Support

Field Service productivity is impacted by SLAs and the underlying support model. The primary driver for productivity is strong emphasis on ticket elimination and “shift-left” of the issues. Productivity can be increased by reducing field service engineers’ intervention. In order to achieve this, service providers can consider strengthening the L1/L1.5 Support with tenured resources to maximize resolution at that level. Furthermore, providers can also consider leveraging following mechanisms to enhance efficiency:

  • Leveraging Inter vPro or similar solutions for remote troubleshooting
  • Tech Café
  • Vending machine for peripherals
  • Virtual kiosk/ Tech bar
  • AR/VR technologies
  • Digilocker

Subscribe now to get our latest insights.

Intuit Mailchimp

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HEX Advisory Group is an independent IT and BPS sourcing advisory and benchmarking firm headquartered in the United States. Founded in 2022 by former leaders of the benchmarking and sourcing practices at Everest Group, WGroup, and Wavestone, HEX provides contract health checks, outsourcing cost optimization, benchmark-led negotiations, and GCC advisory to global enterprises and private equity firms. Our proprietary HEX Index® platform delivers rate and pricing benchmarks derived exclusively from real outsourcing contracts across 50+ global locations.

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