The Rapid Rise of Remote Service Delivery (Podcast Highlights)

Nov 02, 2020 • Features • Digital Transformation • Salesforce • The Field Service Podcast • Covid-19 • Remote Services

Gary Brandeleer of Salesforce talks to the Kris Oldland, Field Service News about how the pandemic has ushered in a new era of remote service delivery...

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REMOTE SERVICE DELIVERY IS NOW TABLE STAKES

Field Service News Editor-in-Chief, Kris Oldland recently authored an exclusive white paper published in partnership with Salesforce, that looked at the sudden emergence of remote service delivery as a go to approach for service delivery. To dig further into this embryonic industry-wide discussion, Salesforce’s Gary Brandeleer joined Oldland on the Field Service Podcast. Across the following weeks we will be publishing a series of excerpts from that episode beginning with this opening highlight that looks at how the pandemic has rapidly ushered in a new era of service delivery…

Across the last seven months as a direct result of the pandemic we have seen the adoption of an implementation of technology that was predominant best-in-class as we entered 2020.

In fact, for many years, many best-in-class service organisations have had the ability to deliver service remotely – certainly we've been talking about it here at Field Service News for an awfully long time. However, since the arrival of the COVID19 pandemic and the subsequent ongoing lockdowns, the tools that are required to deliver service remotely have suddenly become a necessity for almost all field service organisations, in all corners of the world, across all industries.

"Very rapidly, what was actually a good addition to a demonstration of what is possible with a FSM solution suddenly became table stakes..."

- Gary Brandeleer, Salesforce

“At first, it was only a few organisations that would be able to offer this kind of remote assistance,” commented Salesforce’s Gary Brandeleer on a recent episode of the Field Service Podcast.

“However, we were already beginning to see more and more customers asking for it, even before the pandemic. However, it was not an essential requirement. It was not that if a FSM solution provider could not offer it they would be out of RFP. However, very rapidly, what was actually a good addition to a demonstration of what is possible with a FSM solution suddenly became table stakes,” Brandeleer added.

“Now, everybody wants to get a remote assistant solution. I think the story that we see as well, is that the pandemic pushed field service companies to be much more agile than before.

"Essentially companies were wanting to get remote assistance, and they had no choice in terms of implementing it very fast. There were customers coming to us, customers coming to many different companies, all asking not only for remote assistance, but also being able to implement this kind of remote assistance within the next two weeks.”

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