How Field Service Teams Are Transitioning to an XaaS Business Model

Brought to you by WBR Insights

If you're not familiar with XaaS (Everything as a Service) in field services, you may not be reaching the optimization and service benchmarks of your competitors. How can you get started?

Rooted in the IT field, XaaS began after the proliferation of Software-as-a-Service (SaaS), where IT data and applications were hosted using cloud technologies and accessed through a connected service structure.

In other words, hardware went out the window. IT professionals accessed all of their applications and resources through a cloud service, dramatically improving performance, security, and cost savings.

What does that mean for your field service teams? In the new, experience-driven business environment, your technicians' service expertise is no longer the only thing customers demand. They demand satisfaction, which means you need to offer them visibility and control on an unprecedented scale.

How XaaS is Changing Service Environments

XaaS is a technology, but it is also a methodology. That is, XaaS is the means by which your teams access applications and information they need to achieve reach real-world objectives.

In a recent report by WBR Insights called Connecting Satisfaction with Next-Generation Technologies , analysts identified connections between new technologies and customer satisfaction as part of a need for more holistic field service solutions. Some of the trends include:

• customers demand greater visibility into service processes, including requesting service and accessing service history
• employees demand Internet of Things (IoT) and other connected methods for improving field service capabilities
• knowledge management and readiness--including real-time communication with experts while technicians are in the field--are becoming essential for next-generation field service employees

Field service organizations that leverage XaaS to meet these demands have some advantages over their competitors. That's because connectivity is enhancing products, tools, and experiences at an accelerated pace.

According to Diginomica:

"In the XaaS model, the vendor engages with the customer to help achieve an outcome. It's no longer a one-off transaction but instead it's a continuing relationship. The effect of that change in emphasis ripples back throughout the entire business, requiring a fundamental change in how it operates."

Adapting Your Culture to XaaS Adoption

Like most disruptive technologies, switching your company to an XaaS environment demands fundamental changes in the ways you think about your business.

Philips CTO Jeroen Tas discussed their convergence of data to provide the foundation for delivering better outcomes. He comments on the importance of cultural adoption at his company, saying:

"What you can see here is that we're starting to connect these dots which were never connected ... It only works if you combine that data and make it actionable. We want to make sure that everybody in that journey understands what the ultimate outcomes have to be and how you can guide every participant to understand how we can optimize to get a better result for the [customer]."

From our WBR Insights report , we learn that companies face two challenges in new technology adoption--driving customer satisfaction with greater visibility, and equipping a new generation of field service workers to do their job effectively. XaaS, which provides actionable resources to multiple touchpoints, is a fitting model for these necessities.

Becoming an Outcome-Based Service Company

A decade ago, field service companies were selling products and services. Now, they're moving towards selling experiences, outcomes, and uptime. It's what customers demand; and employees demand the tools to service them.

What should you look for in XaaS? Here are five benefits to consider for customers, employees, and your bottom line :

• cost savings for you, no investments necessary for customers
• scalability for greater customer and employee access to resources
• Holistic on-demand services, benefiting anyone at any touchpoint
• Flexible commitment levels and service options--only what you need

The transformation makes sense. It's all about how and when you get there. The XaaS model is a disruptive one; so keep in mind, the early adopters will set the standards for performance and customer expectations in the future.

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XaaS is set to be a hot topic at Field Service USA 2018, taking place at Palm Springs, California, this coming April.

Download the Field Service USA 2018 Agenda to learn more.