by Stephen Goulbourne, Vice President, Global Program Director - Global Service at Mettler-Toledo
As field service continues to evolve in an era of rapid digital transformation, traditional support tools remain essential. However, with the rise of AI powered solutions, these tools can be significantly enhanced to drive efficiency, reduce costs, and improve customer experience.
The Critical Role of Triage
Triage has long been a foundational element of effective field service. It enables organizations to diagnose and resolve issues before dispatching a technician or, ideally, to provide a remote fix that eliminates the need for a truck roll altogether. When executed effectively, triage delivers two key benefits:
1. Increased Uptime for Customers - Faster issue resolution minimizes operational disruptions
2. Lower Cost to Serve for Service Providers - Reducing unnecessary site visits improves productivity and optimizes resource allocation
Triage should not be viewed simply as a process but as a strategic approach to service excellence. At a recent America's Service Managers meeting, a colleague and I explored this concept further, breaking it down into its core components to better define its role in modern field service. By reframing triage in this way, we can see it as more than just a support tool, it becomes a critical enabler of improved service outcomes.
The Shift Left: Elevating Support Through Digitalization
The Shift Left strategy driven by digitalization and AI, allows organizations to resolve more issues remotely and at earlier stages of the support cycle. This shift has profound commercial implications, particularly in distinguishing the value of a service contract from the traditional time and-materials model.
As AI driven tools improve triage effectiveness, service providers can offer higher value, proactive support. This differentiation is crucial in an increasingly competitive landscape where customers seek maximum uptime and predictability in service costs.
Monetizing Triage: A Strategic Imperative
One of the ongoing discussions in the Services industry is how to effectively monetize triage. While opinions vary, one clear opportunity lies in leveraging AI powered knowledge management systems to enhance support outcomes. Given the tangible benefits of these advanced tools, organizations must consider reserving them exclusively for service contract customers.
By bundling remote diagnostics, AI assisted support, and predictive maintenance within a comprehensive service contract, organizations can create compelling value propositions:
- Budget Predictability - Full-coverage contracts (including parts and labor) eliminates unexpected repair costs
- Extended Equipment Lifespan - Routine maintenance and proactive service reduce failure rates
- Higher First Time Fix Rates - Access to remote support tools ensures that when a technician is dispatched, they arrive with the right solution the first time
This approach strengthens the case for service contracts, making them indispensable for customers who prioritize uptime and operational efficiency.
The Future of Field Service: A Data-Driven, Customer Centric Approach
Service driven revenue streams continue to grow across industries, particularly for manufacturers investing in modern support technologies. As we move further along the Shift Left journey, the future of field service will be defined by remote, predictive, and eventually self-service capabilities, offered exclusively to customers who recognize the strategic value of a service contract.
Organizations that embrace this transformation will lead the industry, delivering superior outcomes for customers while optimizing their own operational efficiency. Triage will remain a cornerstone of this evolution, ensuring that service is not just reactive but proactive, intelligent, and deeply integrated with AI driven decision making.
Now is the time for organizations to rethink their service strategies, align with digitalization, and position themselves for long term success.
Stephen Goulbourne is a seasoned leader with over 20 years of professional experience in driving operational excellence and customer success. The views expressed in this article are his own and do not necessarily reflect those of Mettler Toledo.