For business customers, hardware repairs have been historically delivered at their place of business. Given the current pandemic, are your customers shifting to other methods of delivering break/fix services.
@Trae Shattuck On June 10, 2020, I conducted a webinar on The Future of Field Services: The Impact of COVID-19 which you can view on-demand.
From the webinar, over 60% of respondents said they increased the use of virtual interactive presence tools, like mobile camera or augmented reality, to resolve break-fix incidents in response to COVID-19. Longer term, OEM's need to increase the connectivity of their install base - about half of OEM's that responded to an R3 survey said they have less than 25% of their install base connected to enable a remote connection for break/fix incidents.
Hi Trae! Thank you for your question. Definitely something that Field Services professionals are struggling with right now. @Vele Galovski, what are you hearing about members regarding shifting to other methods of delivering break/fix services?
I recently did a webinar with Jim Roe, IT Director, Field Services, FieldCore, who talked about their shift toward virtual reality to assist customers in diagnosing problems and replacing parts since they can't dispatch a field tech due to the pandemic. He had some interesting examples of virtual field service. Here's a link to the recording: http://www.tsia.com/webinars/the-new-normal-virtual-field-service-and-digital-support