How Much Of Field Service Can Be Virtualized?

These days, field service firms don't always need to send a technician in a van to fix a problem. From training to dispatch, field service is becoming more virtualized than ever. In this article, The Smart Van speaks with Denis Pombriant, a prominent customer relationship management analyst and the CEO at Beagle Research Group, to ask about how service firms can ‘virtualize' their operations, especially in an age when customers seem less than enthusiastic about waiting around for a van to show up.