Field service has always taken a reactive approach to addressing issues and garnering customers. When a customer needs electricity or cable or an appliance needs servicing, they are expected to reach out and contact the respective company. The same goes for if something goes wrong.
In order for an organization to fully optimize their workforce, an essential for ensuring higher profit margins and larger competitive edge, they look to increase efficiencies and reduce costs. But there is a ceiling to how much you can improve your efficiency if your system is completely based on a reactive approach.