Field Services

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Get Field Services Benchmarking, Industry Research, and Advisory with TSIA

If your company has equipment on customer premise that you service, TSIA’s Field Services research practice is for you.
We work directly with organizations to help them optimize and evolve their field service business model.

TSIA Has Helped Members

Increase Services Revenue, Reduce Costs, and Mitigate Strategic Risks

With the most comprehensive field services benchmark in the industry, TSIA can identify performance gaps and, more importantly, provide recommendations to you and your team on how to close those gaps with proven industry best practices.

Top Field Services Challenges

Here’s a look at the top business challenges we’re currently helping our Field Services members across the globe solve:

Creating differentiated field service and support offers that increase customer value

Optimize customer processes with IoT

Reducing on-site incident labor costs

Reducing spare parts and logistics costs

Expand to see more business challenges we can help you solve+

Creating Differentiated Field Service Offers That Increase Customer Value

How are companies finding new ways to generate/drive revenue through a variety of field service offerings?

Optimize Customer Processes with IoT

How are companies using the Internet of Things to develop value-added service offers that optimize customer processes?

Reducing On-Site Incident Labor Costs

What are the pacesetter practices to reduce the cost per on-site incident?

Reducing Spare Parts and Logistics Costs

What are companies doing to reduce spare parts and logistics expense while ensuring that key SLA's are achieved?

Latest Field Service KPIs and Metrics

What are the latest services KPIs, analytics and service data that companies should be tracking to effectively run their field service and depot repair operations?

Aligning Service Strategy

What frameworks can we use to better align our service strategy with the overall company strategy?

Field Service Utilization

How do companies measure field service engineer utilization and what is the current performance level?

Maximizing Productivity Through Mobility Tools

How can field service organizations maximize productivity through the expanded use of mobility tools?

Improving Field Service Customer Satisfaction Ratings

What are the processes, technologies, and metrics used to improve customer satisfaction ratings of Field Service engagements?

Talent Management Strategies to Enhance Retention of Field Service Staff

How are companies retaining talent and knowledge with an ever-changing workforce?

RMA and Advanced Exchange Best Practices

What are the best practices for implementing RMA and Advanced Exchange processes, policies and practices?

Increased Service Efficiency with IoT

How do we increase service delivery efficiency by using the Internet of Things?

Upselling to Premium Service with FS Personnel

What are the best practices for upselling to premium maintenance and support tiers?

Knowledge Management Best Practices

What are best practices for managing a knowledge base?

Outsourcing Field Services to a 3rd Party Provider

What are best practices in selecting and managing a 3rd party provider for on-site repair, depot repair, and spare parts services?

TSIA Can Help

Digital technologies are disrupting traditional business models, and TSIA can help you increase your services revenue stream, reduce costs, and mitigate strategic risks, while you manage the transformation.

Experience Our Research

Get a glimpse into our vault of board-ready data insight, thought leadership, best practices,
and trends in field services.

TSIA’s Field Services research is backed by over one million data points, and covers topics like digital transformation and IoT, monetizing services, managing talent, increasing install base under contract, pursuing technology-as-a-service offers, and more.

Unlocking Revenue Growth with Customer Loyalty in Field Services

Get insight and benchmark data on how to implement a comprehensive customer satisfaction and loyalty process to ensure recurring revenue growth.

The State of Services for Industrial Equipment Manufacturers 2021

Get insight into emerging trends in industrial equipment and key focus areas for 2021, including strategic planning for digital transformation.

The State of Support Services 2021

If your company provides remote services to customers to help them stand up and maintain access to your technology, this webinar is for you.

Research Report

The State of Support Services: 2021

This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2021.

The State of Field Services 2021

If your company has equipment on customer premise that you service, this webinar is for you. Learn key trends and core capabilities for success.

White Papers

The Evolution of the Support Services Business Model

Trends, business models, strategies, and the future of support services business models.

Research Report

The State of Field Services: 2021

An overview of the challenges faced by field services organizations and offering a path forward during 2021 and beyond.

Enabling the Journey from Reactive to Predictive to Proactive Support

Learn best practices from industry experts on how to move from reactive to predictive to proactive support and improve customer business outcomes.

Emerging Trends in Managing the Customer Lifecycle in Industrial Equipment

Join us as we explore the state of services in industrial equipment and discuss how the pandemic is accelerating digital transformation for OEMs.

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Research Report

Field Services Workforce Compensation Study 2019 Report (Abridged)

Results of the TSIA 2019 Field Services Workforce Compensation Study.

The Layers of Customer Loyalty

Join TSIA’s team of support services research executives as they share benchmark data to provide insights on the three layers of customer loyalty.

Research Report

The State of Support Services: 2020

This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2020.

Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the field services community. You’ll find sessions focused on:

Moving from free to fee with differentiated field service offers
Emerging trends in spare parts, logistics, and supply chain
Best practices in monetizing IoT services

Learn More

Experience Our Community

Join our community of field service leaders.

View More TSIA Members

Meet Our Field Services Research Expert

Vele Galovski is the vice president of support and field services research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize customer support and field service delivery and engineer profitable customer outcomes.

Learn more about Vele.

Field Services Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.

Cisco Systems

Dillard Myers
VP, Global Service Supply Chain

Pitney Bowes

Scott Schronce
SVP, Global Services

Elekta

Bruce Fullerton
VP, Service & Support - RNCA

Dell Technologies

Bob Feiner
Sr. VP of Dell Technologies Global Deployment and Partner Services

TSIA Member Outcomes

Reducing costs, increasing service revenue, and driving adoption.

See the impact TSIA is making on the tech industry by helping field services organizations improve their performance.

Learn More

Looking for Help?

This content is currently only available to TSIA members.

Optimize hardware service delivery and drive digital transformation with IoT and Big Data.

Get Field Services Benchmarking, Industry Research, and Advisory with TSIA

TSIA Has Helped Members

Increase Services Revenue, Reduce Costs, and Mitigate Strategic Risks

Top Field Services Challenges

Here’s a look at the top business challenges we’re currently helping our Field Services members across the globe solve:

Creating differentiated field service and support offers that increase customer value

Optimize customer processes with IoT

Reducing on-site incident labor costs

Reducing spare parts and logistics costs

Creating Differentiated Field Service Offers That Increase Customer Value

Optimize Customer Processes with IoT

Reducing On-Site Incident Labor Costs

Reducing Spare Parts and Logistics Costs

Latest Field Service KPIs and Metrics

Aligning Service Strategy

Field Service Utilization

Maximizing Productivity Through Mobility Tools

Improving Field Service Customer Satisfaction Ratings

Talent Management Strategies to Enhance Retention of Field Service Staff

RMA and Advanced Exchange Best Practices

Increased Service Efficiency with IoT

Upselling to Premium Service with FS Personnel

Knowledge Management Best Practices

Outsourcing Field Services to a 3rd Party Provider

TSIA Can Help

Experience Our Research

Get a glimpse into our vault of board-ready data insight, thought leadership, best practices, and trends in field services.

Research Report

White Papers

Research Report

Research Report

Research Report

Attend a TSIA Conference

Experience Our Community

Join our community of field service leaders.

Meet Our Field Services Research Expert

Field Services Advisory Board

Cisco Systems

Pitney Bowes

Elekta

Dell Technologies

TSIA Member Outcomes

Reducing costs, increasing service revenue, and driving adoption.

Receive TSIA research, webinar invitations, and more.

Get a glimpse into our vault of board-ready data insight, thought leadership, best practices,
and trends in field services.