Whitepaper
Four Service Scenarios and Aligning Them With Customer-Centric Service Models
In assessing the future of field service, Gartner predicted four future operating scenarios in field service management that they believed would dominate service operations for the next five years.
However, some critics have suggested that such rigid modeling doesn’t consider how different customers will require different weighting on each of these areas of focus, and often a blend of all four scenarios will exist in any given service organization.
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Gomocha has partnered with Field Service News to publish this whitepaper that takes a deep dive into the benefits, restrictions and requirements in terms of technology, people and processes for each of Gartner’s potential service scenarios.
This whitepaper also explores how a customer-centric service model, one that places the customer at the heart of service design strategies, can and should sit across all four scenarios and be able to draw elements from each — while both better meeting the needs of individual customer organizations and driving service efficiency.
The whitepaper covers the follow service scenarios that can be aligned by service-centric thinking to create a customer-centric service model:
- Equipment-centric scenario
- Outcome-centric scenario
- Appointment-centric scenario
- Knowledge-centric scenario
This whitepaper was published in partnership with Field Service News.