"The Amazon Effect": Planning For A New Era Of Connected Field Service

By Kelly Frey, VP, product marketing, Telogis, www.telogis.com

Today’s online retailers deliver consumers seamless and personalized buying experiences — field service providers should expect similar demands.

Modern American culture can be summed up in two words: instant gratification. In the consumer goods space, this mentality has been enabled and catered to by online retailers such as Amazon that offer everything from books and cameras to groceries and shoes — all through a simple Web interface. Order online and, like magic, it arrives at the door with other varied items that — in the past — were bought from numerous retailers or online outlets.

It’s only a matter of time — if we’re not already there — that companies working in field service will be held to the same standards. Whether its pest control, HVAC service and repair, or heavy-equipment maintenance — the days of “we’ll send someone between 8 a.m. and 3 p.m.” are over. Consumers want it all, and they want it now.