Sustainability Can be the Outcome of COVID (podcast highlight)

Nov 20, 2020 • FeaturesDigital TransformationSalesforceThe Field Service PodcastCovid-19Remote Services

In this final excerpt from a series featuring conversation between Salesforce's Gary Brandeleer and Field Service News' Kris Oldland the conversation takes a more philosphical turn as Brandeleer outlines why we should be taking the opportunity to build sustainability into the new normal...


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In a recent white paper authored by Kris Oldland, Editor-in-Chief, Field Service News, published in partnership with Salesforce we looked at one of the big questions as we build the new normal and we plot our route to recovery – ‘should we be redefining the very definition of what the value proposition is of field service in a world of remote service delivery, zero touch service delivery?’

Of course, in this post pandemic, new world, it's an embryonic conversation. It's early days as we find our way towards these new modes of working, but it is imperative that we, as service leaders, are having these kinds of conversations today as we all build towards recovery together.

The white paper, which is available on the button beneath this article, goes into a number of aspects of this conversation and it's designed to promote the leaders of our sector to start thinking about these kinds of conversations. To further build on this discussion Oldland invited Salesforce’s Gary Brandeleer onto the Field Service Podcast to push that discussion further and to hear Brandeleer’’s insight reflecting on the many conversations he has had working with companies from all different parts of the world across many all different industries, in terms of embracing digital transformation.

Perhaps one of the most interesting aspects of the discussion was how Brandeleer outlined that what we're doing now isn't just reaction to the pandemic but can also really be building a much more sustainable future as well.


"Can we actually sell much more services and our experience, and really think about the impact on the climate when we do this?"
- Gary Brandeleer, Salesforce


“I think if you look at optimization right now there is a really deep advantage at moving towards these more advanced services-based relations on a recurring basis,” begins Brandeleer.

“What I mean by this is that if we want to achieve sustainability on this planet, consuming more products is not the way forward. We know that literally every single time you consume anything it's pollution one way or another. When you consume a service, well, there is not always pollution behind it. Going back to outcome-based services, sometimes actually, the outcome can be where the device is going to be more efficient, which is going to consume less energy, which at the end of the day, we make it a more sustainable device.

“The criteria we're going to have to think of is ‘can we use everything that is going right now in the world, especially in the field service world where many of the companies we have as customers, make the world a better place by servicing the device making the product better and keeping the world running.

“Can we use now all the skills we have around us to actually say, ‘Well, you know what COVID-19 that's one thing, but there is also climate change going on?’ I mean, literally three weeks ago in San Francisco, we had a day where it was night during the day, which was pretty disturbing, for sure. I was thinking like, well, these are sharp, guys. I mean, that's where we are going, we need to make sure that we are creating differentiation for services and that we literally stop selling too many products.

“Can we actually sell more services, leverage our knowledge and experience, and really think about the impact on the climate when we do this? Of course, we are not going to stop selling every product out there and for the install base that is 40 years old, actually keeping it running is more polluting than not having a new product. However, for some products, it may be a case of thinking ‘I can keep it for three years more, it's fine’. ‘I'm going to be fine with that, I'm going to maintain the asset to improve the efficiency of the device for two more years and that's going to save us maybe a little bit of steel, a little bit of co2 emission and we can optimise this.

“I think there is really a spot we can reach which this kind of optimal place with a balance between new products and services which by the way, we need to be offered in a trusted relationship style and get to a world where there are no surprises with the product, it's not breaking anymore - but on top of that, actually, it's helping the world to be more sustainable. I think that's really all Holy Grail I would love to reach at one point of time."


Want to know more? Field Service News Subscribers can access a White Paper on this topic on the link below.

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