For years, margins on product --i.e. selling equipment -- were 3 to 4 times higher than those for service within the industrial services industry. As a result, the CFO and other executives often shied away from investing to improve field service operations -- so convincing them of the need for a field service management solution was challenging.

Times are changing though. Service is the backbone of customer experience, and customer experience is the backbone of revenue growth (more on that below). In this new environment, how do you make a case for a field service management solution in your organisation?