Field Services 2.0: The Transformation of Technical Support

By: Elías Cedillo Hernández
CEO and Founder of GrupoBeIT, BuroMC, and Elite Infrastructure Services

Field Services 2.0: The Transformation of Technical Support
By: Elías Cedillo Hernández CEO of Grupo Be IT and Buro MC

The next generation of Field Services promises a more convenient future for both clients and collaborators, thanks to the flexibility offered by the 2.0 version of this service today. Companies will be able to rely on fixed, floating, or part-time engineers through economies of scale and proper logistics.

The topic of remote support changes the game by generating direct savings for clients. For example, locations like Oxxo have around 12 to 14 thousand branches in Mexico. I don’t believe all stores need support all the time, which would be very costly for them. That’s why they choose to hire companies that offer technical support for situations like: “the computer broke down,” “a cable broke,” “the camera stopped working.” Nowadays, it may not even be necessary to travel to a site or location, as in the Oxxo example. A large part of that support can be provided remotely.

Within this, there are many topics, but let’s focus on technical support, as it is always necessary to implement asset management. And I emphasize that all of this must be carried out from an administrative, security, visibility, and support perspective—pillars of Field Services 2.0.

Currently, how do companies measure technical support? I define the state of the art in this regard as the focus on minimizing consumption; however, it is crucial that everything remains balanced. At this point, tools are necessary. In the company I lead, we decided to implement a tool called VICARIUS. Although other brands exist, this is one of the tools we currently use to ensure strong protection and measurement, thus achieving better technological integration and greater service effectiveness, considering the following benefits:

• Greater flexibility and scalability: Companies can tailor their IT workforce to their specific needs, allowing them to save money and improve efficiency.
• Improved remote support: Current technology enables technicians to resolve many issues remotely, reducing downtime and travel costs.
• Enhanced security: Field Services 2.0 helps companies strengthen their security by implementing stricter access controls and more robust security practices.
• Increased productivity: Technicians can be more productive when they don’t have to travel to multiple locations, leading to better customer service and higher profitability.
• Higher customer satisfaction: Clients appreciate the convenience and efficiency of remote support, which can drive greater loyalty and satisfaction.

The above points are key to keeping a comprehensive view of the overall picture—from hardware and software to, most importantly, the quality of technical support and service. Once you have these elements and reach a level of standardization or homologation, automation becomes possible. Nowadays, many support companies lack knowledge in cybersecurity, they have no idea what ‘Zero Trust Network Access’ is, and are unfamiliar with asset management; many simply handle tickets. We don’t stop there. We must consider best practices alongside effectiveness. These practices are reflected in a baseline that ensures compliance with the specific characteristics of a project. So, how can Grupo BeIT help your company implement Field Services 2.0 based on a baseline? We can assist in the following ways:

• Evaluating your needs: We will help you identify your specific technical support requirements and develop a plan to meet them.
• Implementing a solution: We will assist you in selecting and implementing the right Field Services 2.0 solution for your company.
• Training your staff: We will help train your personnel to effectively use the new solution.
• Monitoring and optimizing your solution: We will support you in monitoring and optimizing your solution to ensure you get the maximum value from your investment.

The evolution towards Field Services 2.0 represents a fundamental change in how technical support and related services are delivered in the business world, grounded in a commitment to continuous improvement and the provision of high-quality, cost-effective service that drives your organization’s success in the digital era. 

Field Services 2.0 is a powerful way to enhance technical support while reducing costs. If your company is looking for a way to improve the efficiency and productivity of its IT team, Field Services 2.0 is an excellent option to consider.