Field service is at a crossroads. Sustained demand from the retail sector has led the industry into a transformative new era. Changing consumer expectations have driven substantial new retail investments in point-of-sale equipment, sensors, IoT technology, and the cabling/networking infrastructure needed to support the digital customer experience.
At the same time, volatile market conditions are pushing costs upward across the board. Stubborn inflation rates make travel and materials more expensive. Persistent labor shortage issues (combined with high demand for technical labor) push field service costs even higher. And to twist the knife a bit more, supply chain disruptions are driving a backlog of work going into 2023.
In short: field service leaders are in a bind. They need to watch costs with unprecedented care to keep their margins from disappearing. At the same time, they need to provide a quality service experience to stay competitive.