Field support is a key aspect of workplace support to ensure customer satisfaction. However, it is also an expensive function for IT organizations. Hence, global workplace leaders are looking to enhance efficiency and optimize through the use of real time
data insights, predictive analytics, and proactive monitoring technologies.
The COVID-19 pandemic heralded the era of hybrid or remote working, thus bringing about transformative changes in workplace support services, including field support. Even before the pandemic hit, service providers and global system integrators were seeking opportunities to improve user experience with field services. The transformation in workplace technologies is shifting the focus to end user experience enablement, measurement and enhancement. It’s now about adopting eXperience level agreements (XLAs) as opposed to the traditional service level agreements (SLAs).
This paper by ISG, a leading global technology research and advisory firm, explores the factors that impact the field services operations and the ensuing challenges given the new hybrid working model. The paper elaborates on approaches to help improve end-user and employee experience, by making field services efficient and enabling remote support with new age technologies. The paper also talks about Wipro’s prowess as a leading managed field services provider, offering best-in-class technologies and leveraging strong partnerships.