What comes after remote service delivery (podcast highlights)

Nov 06, 2020 • FeaturesDigital TransformationSalesforceThe Field Service PodcastCovid-19Remote Services

Salesforce's Gary Brandeleer and Field Service News' Kris Oldland discuss what comes next after the pandemic has brought the technology required for remote service delivery to the mainstream out of necessity


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Having recently authored a white paper in partnership with Salesforce that explored whether we need to reevaluate the value proposition of service delivery as we all become more accustomed to remote service delivery, Kris Oldland, Editor-in-Chief, Field Service News invited Salesforce’s Gary Brandeleer on to The Field Service Podcast to explore the topic further.

Do we move to remote services first as a default, was a big theme in the white paper and the two discussed the pros and cons of such an approach at length. Here in this highlight from the full podcast, and to get further insight into that topic, we hear Brandeleer’s thoughts around what comes next, having seen remote service become table stakes almost overnight.

“One thing that is interesting to see as well is that remote assistance is a quick reaction for an issue that we all have right now,” Brandeleer commented

“Yet it's become a keystone for different things as well. So I think in the short term, remote assistance became really table stakes but I think there are other things that are going to follow this.

“When you think about remote assistance, you can speak to the customer, but for many, many call centre agents or technicians that are on the call, they might not know about the machine, and they might not have the machine connected to IoT. So I think this kind of rapid change for remote assistance will lead us towards the rapid change, for example, remote diagnostics, IoT, and all these other steps in the movement of ‘can I actually serve my customers remotely as efficiently as I was doing it before when I had somebody on site?’

“I think we are going to see an exploration of other technologies that are going to add on the remote assistance side essentially,” Brandeleer adds.


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