6 Benefits of 3D Instructions

6 Benefits of 3D Instructions

Digital twins and 3D instructions are becoming used widely by industry-leading manufacturers. Organizations realize the potential of these visual disrupters to enhance every part of the service chain.

Specifically, executives are turning to 3D instructions to address many of the field service industry’s challenges, including the Silver Tsunami, talent shortages, skills gaps, and increasing customer demands.

3D instructions allow end-users to interact with a highly visual digital twin of the installed or serviced product. Here are just a few of the benefits this disruptive technology can deliver to organizations:

1.) Increases Comprehension

3D instructions give field service technicians the ability to interact with a digital twin of a product while following a series of animated steps that bring the product to life. Technicians are visually instructed on the installation or repair procedures and, unlike instructions videos or 2D diagrams, they can see it from any angle they wish, pan out and zoom to areas of interest.

This can mean fewer misunderstandings, mistakes and ultimately improve the understanding of the procedure needed to service the asset.

2.) Bridges Skill Gaps

As discussed above, 3D instructions improve comprehension. While this is helpful for all technicians servicing a product, it is instrumental in upskilling new hires who are still finding their field service sea legs.

3D instructions can relay information so that NextGen technicians are comfortable with demonstrating processes in a clear, easy-to-understand way while lessening the burden of training on more experienced staff.

3.) Overcomes Language Barriers

Field service is a global industry, and many companies have offices all over the world. Servicing, installation, and repair manuals often need to be translated into several different languages.

However, unlike traditional text-heavy documents, 3D instructions deliver information visually and include very little, if any, text. As a result, there is far less to translate, and users from different languages can benefit from the same animation, leaving less chance that critical information will get lost in translation.

4.) Enables Self-Service

We’re living in a do-it-yourself age. If a piece of equipment breaks, we’re far more likely to “google” a fix first before we call technical support. Customers want to play a more prominent role in their service experience, with the pandemic accelerating demands for self-service in the last year.

3D instructions create more opportunities for self-service by delivering the knowledge needed for basic fixes and frequent installation and repair issues. 3D instructions return information more efficiently by providing the visual elements lacking in traditional 2D PDF-based instructions, which can be challenging to interpret.

5.) Reduced Time to Market

Most executives agree that delivering knowledge to technicians on site is critical to service excellence. However, many service organizations focus on implementing complex, expensive and time-consuming initiatives instead of focusing on how they can leverage siloed information by repurposing and mobilizing it. 

3D instructions do just this by reusing existing CAD data that has already been designed, published, and approved. Because of this, the time to create and mobilize 3D instructions compared to videos, animations, or even 2D drawings is significantly less.

Working with a provider who can create and manage the 3D instructions will further improve time to value, reduce costs and avoid overburdening internal staff and resources.

6.) Increases Efficiency

It’s no secret that service efficiency is directly related to a technician’s access to knowledge. Imagine the effects on efficiency if that knowledge came in the form of 3D instructions? It will soon be the tool of choice in a field service technician’s toolbox because it means having instant access on-site to servicing, installation, and repair knowledge, all delivered through a visual, interactive interface.

3D instructions allow technicians to save precious time searching through shared files, pages of PDFs, calling technical support, or worse – calling a busy, more experienced technician for help. Not only do they speed up job completion and first-time fix rates, but the best 3D instructions will also decrease incorrect parts orders.

3D instructions are a rapidly growing trend that can bring the above benefits to companies in the short, medium and long-term. To remain competitive, the time to start implementing this new and disruptive technology is now.

Ready to learn more about leveraging 3D instructions to transform service for your field service organization?

Case Study: Laundry Innovator WASH Enhances Customer Experience


When laundry powerhouse WASH Multifamily Laundry Systems realized that a lack of access to accurate parts and technical information hindered efficiency and accuracy within their support organizations, they turned to AnswersAnywhere to create a mobile “single source of truth” for their field service technicians and customer support staff.

“The feedback from new hires, as well as their managers, has been tremendous. Some of our top users are new technicians. By finding the information they need fast and having that reassurance that the servicing documentation and parts information is WASH-approved, new technicians can complete more fixes on their own the first time.”

– Angie Alvarado, National Director of Operations Central Service, WASH

3D Instructions – The Bridge Over the Field Service Knowledge Gap

The field service knowledge gap is rearing its ugly head in just about every field service organization. According to the Manpower Group’s Employment Outlook Q3 2021 survey, a whopping 69% of companies have reported talent shortages and difficulty hiring – a 15-year high. Market dynamics are causing the knowledge gap to widen to the point where customer satisfaction is suffering, labor costs are increasing, and margins are under pressure.

The knowledge gap is aggravated by three irreversible employment trends that have combined into a “perfect storm” of challenges for field service executives. First, we are facing an unprecedented Silver Tsunami with baby boomer service technicians retiring in droves. Second, industrialized countries are experiencing tight labor markets where companies face more difficulty than ever attracting and retaining skilled workers. Third, products are getting more complex. Ten years ago, few would have predicted that coffee-making equipment or commercial washing machines would carry onboard CPUs, have software interfaces, and be connected to the Internet.

Technicians Need Better Knowledge

The difficulty hiring service staff and the growing complexity of equipment presents new challenges for field service managers. In the Service Council’s 2021 survey of 900 field service technicians, over 90% said they needed more knowledge to meet their job responsibilities. If younger field service technicians are expected to service increasingly complex products, they must have easier access to technical information unintentionally locked up in corporate silos or trapped in the heads of their baby boomer teammates.

The challenge facing field service executives is capturing and making available valuable installation and servicing knowledge. One innovative and cost-effective solution is repurposing CAD data produced by product design teams to develop 3D instructions that are delivered to the field service staff’s mobile devices.

It’s no secret that a field service organization’s success is dependent on the speed and quality of the service provided by its technicians. Long gone are the days when field service technicians could quickly flip through a service manual to find the information needed to install or repair a product.

Even the best examples of 2D installation and servicing instructions can still leave less-experienced field service technicians confused and frustrated as they struggle to interpret the steps to a successful installation or repair.

Today’s sophisticated equipment requires hundreds of pieces of information to install, service, and maintain – information that is not easily digestible from PDF manual. It’s no wonder technicians are frustrated by the lack of quality knowledge available while on-site with a customer.

3D Makes the Complex More Digestible

3D instructions deliver information more efficiently by providing the visual elements lacking in traditional 2D PDF-based installation and service documentation.

New software technologies have been introduced that allow CAD data to be repurposed to generate a digital twin of a product including realistic images and animations.

With 3D instructions, field service technicians can interact with a digital twin of the product being installed or serviced including looking at the product from all angles. The technical information in a well-designed 3D instruction is the same as a 2D PDF; however, the technician follows a series of animated steps that bring the product to life and visually instruct the technician on the installation or repair procedures. In most 3D instructions, only limited text is used which minimizes the need for language localization.

Imagine being asked to replace the ink toner cartridge on an industrial printer that you rarely service. Your only information resource is a 300-page service manual in PDF format downloaded to your mobile phone. Translating what you read in the tiny text into a series of steps to replace the toner cartridge is a frustrating scenario that will increase the technician’s time on site and decrease first-time fix averages. Most likely, the technician will telephone a teammate to find help tying up two staff members.

Now, imagine how confident and knowledgeable you would feel replacing the toner cartridge if step-by-step instructions using a digital twin of the printer were accessible on your mobile phone.

3D instructions deliver the information that “green” field service technicians need without utilizing the valuable time of a more experienced coworker. With the use of links, technicians are not confined to just linear, 2D instructions. They can jump back and forth to different steps or even to a completely different set of instructions or web page.

The Future is 3D

The source of 3D installation and servicing instructions are repurposed CAD files that your product team created when designing the original product. It won’t be long before 3D instructions are essential to every field service organization’s digital transformation roadmap. Reducing technicians’ time on site, the number of telephone calls to teammates, and the number of times those calls turn into repeat service calls is a huge competitive advantage that will result in happier customers and less harried, more effective technicians.

Ready to learn more about leveraging 3D instructions to transform service for your field service organization?

AnswersAnywhere Targets the Field Service Skills Gap with the Launch of Smart3D

AnswersAnywhere Targets the Field Service Skills Gap with the Launch of Smart3D

WA – October 5, 2021 – AnswersAnywhere, a leader in mobile knowledge delivery solutions for service organizations, today announced Smart3D, an outsourced technology and services solution focused on creating step-by-step 3D installation and servicing instructions for equipment manufacturers.

With Smart3D, equipment manufacturers can bridge the skills gap by delivering interactive 3D instructions to laptops, tablets, and mobile phones used by technical support representatives and field service technicians. AnswersAnywhere’s knowledge delivery experts repurpose manufacturers’ existing CAD data to design and mobilize realistic product visualizations and step-by-step guidance to install and service equipment. 

To read the entire press release at PRWeb, click the button below. 

Right to Repair and Shifting Customer Expectations: Are You Ready?

Field service is undergoing a major transformation. Equipment is getting more complex, the skills gap is growing and the pandemic has accelerated the digital transformation like nothing before. Additionally, the “right to repair” movement is making waves across the US and EMEA, presenting another challenge for an already fluctuating industry.

What is Right to Repair?

Simply put, Right to Repair is aimed at allowing people to fix their own products or take them to whoever they choose to repair. In many cases, manufacturers control both the supply of parts and the software needed to fix their equipment and consumers risk voiding out their warranty if they don’t have their equipment – whether it’s a cellphone or a tractor – fixed by manufacturer-approved service.

As equipment grows more complex, specialized technology like computer chips, encryption, and password-protected diagnostic tools are required for diagnostics or repair. Right to Repair aims to make all of this available to consumers and independent repair engineers.

Factors such as changing consumer demands and customers’ need to feel empowered, as well as concerns for overflowing landfills and greenhouse gas emissions by manufacturers have been driving towards Right to Repair for years now.

Currently, 14 states are either currently introducing or already debating “Right to Repair” legislation, and companies can be sure that more states will follow suit.

Additionally, last month the Federal Trade Commission (FTC) voted unanimously to enforce laws around right to repair, ensuring that US consumers will be able to repair their own electronic and automotive devices.

There is no doubt that Right to Repair holds a lot of benefits for both the environment and consumers. However, some manufacturers oppose this notion, arguing that it will make products less secure and could expose consumers to safety risks.

What Does Right to Repair Mean for Field Service?

It’s a good question, and one that experts are still trying to figure out. What it may mean is that right to repair could increase competition with vendor and OEM service teams by accelerating demand for 3rd party service agents. Or it could be that vendors and OEMs try and expand their teams with 3rd party service agents, something many are already doing thanks to the skills gap and the pandemic.

Above all, right to repair underscores shifting customer expectations. Customers want to minimize downtime and cost from parts and labor as much as possible. They want to avoid unnecessary and inconvenient service appointments and engineer visits. And most of all, they want to be able to do basic repairs whenever possible.

This means that field service organizations must start placing customer experience at the forefront and start investing in the tools necessary to deliver on all of these demands.

How Can Organizations Prepare?

The pandemic has rapidly accelerated the digital transformation and research is showing that field service executives are committed to investing in solutions to that will bring their company up to speed. However, it’s important that they are investing their money in the right areas:

  • Self Service: Focusing on tools that will enable self-service, such as knowledge bases, FAQ’s and 3D animations will be crucial in helping organizations – and customers – adjust to right to repair with ease.
  • Efficiency: Organizations need to make sure they are supplying their field service teams, customer service representatives and 3rd party workers with the knowledge they need. Having quick access to accurate servicing and parts information will ensure fast fixes and minimize down time.
  • Cost Lowering: Return visits, unnecessary truck rolls and incorrect parts orders are some of the biggest offenders when it comes to excessive operational costs. The right mobile knowledge tools will dramatically decrease all three, increasing profit margins.

Industry experts are still trying to figure out how right to repair is going to impact the field service sector. However, there is no doubt that companies who are already dedicated to digitally-driven service and enhanced customer experiences will fare better than the laggards. By investing now in the tools needed to future-proof your organization, you will be able to minimize any negative impacts and rise above the shifting tides.

Is Your Field Service Organization Future-Proof?

Preparing the Workforce of the Future

If the pandemic has taught us anything, it’s that no one can predict what the future will hold. The resiliency of field service has never been more in the spotlight. This last year, companies learned just how flexible their operations were. Unfortunately, some where left scrambling to adapt to “new norms”.

Now it seems like things are slowly getting back to normal and you might think that organizations are breathing a little easier. However, a recent study found that 95% of CXOs expect to be hit by another crisis in the near future. This might seem all “doom and gloom” but consider this – we’ve already experienced 3 global disasters in the last 20 years.   

Whether or not a company begins to prepare now for the next crisis will be the deciding factor between which companies successfully weather the next storm and which do not. However, between technological transformation and the changing workforce landscape, trying to think ahead can feel overwhelming. So, what is a company to do?

Here are the three areas you need to focus on now to help you prepare the workforce of the future. And they all have one thing in common: outsourcing.

Future-Proofed Technology

More than ever, the technology your organization invests in must be flexible enough to adapt to a changing environment. Organizations need to implement modern field service solutions that can be deployed quickly and cost efficiently. However, the increasing complexity and speed of change of technology makes this difficult. With technology expected to evolve exponentially and become more disruptive in the coming years, investing in the latest technology may not be an option for most companies.

Outsourcing provides access to the latest available technology, allow companies to remain competitive and relevant. Organizations can mitigate risk by avoiding investment in technology and resources that could become redundant quickly, while giving them flexibility and scalability they need to be future proof.

By finding a technology provider familiar with the latest trends and innovations, as well as the knowledge and experience to deploy it to your team, you will save your organization the cost of investing in-house. 

Future-Proofed Workforce

Before the pandemic, a report by the Service Council found that half of of field service organizations reported challenges finding enough talented technicians. COVID-19 has certainly driven this number higher.

By now, you have heard of the rising gig economy and the benefits it has for field service organizations. Some companies have already included on-demand workers as an integral part of their current operations. No doubt, these companies were able to remain flexible and adapt quickly to the uncertainties 2020 brought their way.

If they haven’t already, companies should be seriously investigating how a 3rd party workforce can fit into their future-proof roadmap. Contracted workers give businesses the operational scalability needed during uncertain times, as well as access to workers with more specialized skill sets.

Future-Proofed Knowledge   

The importance knowledge plays in a field service organization’s ability to be successful during a crisis has been proven ten-fold during the pandemic. Unfortunately, many organizations found themselves relying on it more than ever and companies soon realized that their “good enough” knowledge management procedures were no longer sufficient.

The need for knowledge isn’t going away soon. According to the Service Council, 70% of service organizations indicated that they would be burdened by the knowledge loss of a retiring workforce in the next 5 to 10 years.

Implementing knowledge management can be an overwhelming task. Creating, delivering and maintaining an effective knowledge solution takes a combination of people, process and technology in order to be successful, and most companies lack the inside talent, software and time to do it. In fact, we’ve heard from many companies using in-house systems realized just how insufficient their current way of doing things was last year.

Working with a knowledge management provider that not only has the know-how, but access to the latest tech, qualified experts is the best way to ensure you get an effective, and accelerated, strategy in place.

Outsourcing is the Future

It’s not a matter of “if” the next crisis will hit. It’s a matter of “when”. Fortunately, outsourcing provides the necessary ingredients for companies to remain resilient and adaptable when faced with the unexpected.

Outsourcing gives businesses the ability to create opportunities for digital growth that they wouldn’t otherwise have, while letting employees focus on their main roles. Organizations can build teams of skilled professionals for both core and non-core functions without adding the expense of full-time employees, as well as shift areas of operations globally during a crisis.

Field Service 2021: The demand for a single source of truth

The Results are In

Every year The Service Council issues the results of their “Voice of the Field Service Engineer” survey, yielded from hundreds of participants on the front lines of field service.

The 2021 survey results were particularly interesting because, when asked how their work has changed since they started in field service, over 90% of survey respondents said that more knowledge is required to service modern products.

Additionally, nearly 70% of respondents said products are more complex today, while over 80% said that their current field service responsibilities require “greater technology knowledge”, compared to when they first started.  


Demand for a Single Source of Truth

The fine work by the Service Council highlights what many service leaders already know – your field service staff are in desperate need of a “Single Source of Truth”.  A Single Source of Truth would provide them with the relevant and up-to-date information needed on site, such as installation and servicing documents, product and safety notices, FAQs, parts lists and exploded diagrams. In many companies, technical product documentation, parts lists and exploded product diagrams are unintentionally locked up in corporate silos or disparate file formats.

The Need for Knowledge Has Never Been More Important

Finding servicing information is so difficult and time consuming, that many field service engineers defer to “winging it” or calling a buddy. Neither of these solutions is acceptable when efficiency, accuracy and customer satisfaction is on the line.

Even if the documentation is available on an internal network, expecting a field engineer to download and cull through a 200-page PDF to find the answer to one question is not reasonable or efficient. 

Delivering current documentation and accurate parts lists sounds like basic blocking and tackling, but it’s not. Field service leaders need to come to grips with the fact that their new Millennial field service technicians’ primary computing device is a mobile phone and not a laptop. Trying to convince them otherwise will be a futile battle.

After you cry uncle on the mobile phone versus laptop controversy, it will be time to figure out how to keep technical documentation and parts lists current and available. Field service leaders will attest that installation and servicing documentation and parts lists designed to be used by field service engineers are often out-of-date. Providing inaccurate documentation and parts information is a sure-fire way to make a field service engineer clench their teeth in frustration.  

Establishing a Single Source of Truth is not for the Faint of Heart

The fact is that creating, maintaining and distributing up-to-date technical documentation and parts information is a mundane and costly task that few field service organizations do well. 

This rise in complex products has resulted in complex service and maintenance procedures, affecting and influencing inaccuracies in technical writing and documentation. Companies still rely on traditional time-intensive methods to develop and deploy technical documentation such as service procedures, work instructions, guides, manuals, etc. As the demand for complex maintenance and service procedures increase, technician efficiency decreases due to more time being spent searching for the correct service information in a format that can be used on the field.

Poor Access to Information Leads to Wasted Time

When service technicians encounter unfamiliar problems and don’t have reliable service information to solve a problem, the need for costly telephone calls back into technical support and repeat service visits increases. Poor access to servicing documentation and parts information is a serious time waster.

For example, one of our AnswersAnywhere customers has 500 field service engineers making 3 service calls per day. Based on surveys, the service leaders estimated that each engineer spends an average of 30 minutes per service call finding servicing documentation and parts information.

By providing their field staff with a mobile Single Source of Truth, each engineer saved 15 minutes in research time per service call. Over the course of a year, the 500 field service engineers combined saved a total of 99,000 hours of research time.

That’s 99,000 hours that can be repurposed into improving customer satisfaction, educating customers on new products or increasing service calls.

Bottom Line: It Doesn’t Have to be Difficult

Most companies have a wealth of technical knowledge and parts information that – when put into the hands of the field service staff – would increase customer satisfaction and decrease wasted time.

Creating and managing a Single Source of Truth for field service engineers is the perfect outsourcing opportunity because you can avoid technology evaluations, process development projects or hiring staff to keep everything updated. 

Efficiency Vs. Effectiveness in Field Service

“Efficiency is Doing Better What is Already Being Done.”

       – Peter Drucker, author and management consultant

Like me, you have probably seen this quote a lot on field service social media channels. It is no surprise considering efficiency is the name of the game throughout this industry – I know I’ve certainly written a lot about it over the years.

I recently came across another quote from Peter Drucker that I found equally interesting: “Efficiency is doing things right; effectiveness is doing the right things.”

The digital transformation is in full swing and field service organizations are putting more emphasis than ever on investing in new technology to drive efficiency. But are they doing so at the cost of effectiveness?

Wait… aren’t efficiency and effectiveness kind of the same thing in field service?

What exactly is the difference is between efficiency and effectiveness? Efficiency is the ability to accomplish something with the least amount of wasted effort, time, and/or money. In field service, it often translates to a peak level of equipment uptime.

Effectiveness, on the other hand, is defined as the degree to which something is successful in producing a desired result. In field service, as in all business, the desired result is success.

More than ever, field service managers need to ensure they are investing in solutions which will deliver results that are both efficient and effective. Here are some important questions every organization should ask when considering a new solution as part of their digital transformation strategy:

1.     Will the solution have minimal training and high adoption rates?

Does this issue sound familiar: Your companies invests a lot of money, time and resources into adopting a new solution that is meant to increase field service processes and drive efficiency. The problem is your engineers aren’t using it, making the software completely ineffective. Low adoption rates can have a variety of culprits, but they usually have one thing in common: lack of input from the end user from the onset.

Engineers are the best equipped to spot potential roadblocks and pitfalls because they better understand their teams’ work preferences, work conditions, field processes and workflows. Including extensive feedback from field service engineers from the very start of the search will drastically increase adoption rates once the solution is selected and deployed.

2.     Will the solution address app fatigue… or exacerbate it?

Increasingly, field service engineers are being inundated with a growing number of apps needed to do their job. While these apps are all designed to make their job more efficient, too many apps can have the opposite effect. Having to switch from app to app, screen to screen, over and over again, sometimes to complete even the simplest of tasks will fatigue even the techiest of engineers.

This is a perfect example of a solution that sacrifices effectiveness in the name of efficiency. If a new solution creates extra steps for engineers — like having to navigate away from work orders or copy and paste important information like parts numbers — the efficiency gains will be lost almost immediately. Integrating with existing field service software will help create a “single pane of glass” experience for your engineers, making them more efficient while avoiding app fatigue.

3.     Is the solution creating more work than its worth?

This is something we see a lot at AnswersAnywhere with prospects we speak to. To get important technical and parts information to their call center staff and engineers in the field, the organization creates an in-house shared folder or wiki. However, the company soon realizes that the time and resources it takes to keep this repository organized, optimized and up to date so that it will be useful far outweighs the benefits of having their information all in one place. It also doesn’t take into account that most of the documents on the shared folder are user-unfriendly formats like PDFs, which means an engineers has to take time to pinch, zoom and scroll through pages of documents to look up the relevant information. What seemed like the most efficient solution to a common problem ends up being very ineffective.

Before adopting any solution, make sure you are thoroughly investigated the amount of time, money, resources and staff it will take to keep it performing effectively for your organization You may find that the efficiency gains you experience on the frontlines will be lost in another department.


The digital transformation is moving full speed ahead. Any organization that wants to stay competitive needs to start implementing their digitization strategy now. However, if a strategy is going to be successful, it is important to consider the overall effectiveness of each solution; not just the efficiency improvements that it is expected to deliver to your field service organization.


What Can Field Service Expect in 2021?

There is no doubt about: 2020 has massively disrupted business as usual, and most field service organizations around the globe have spent the last year scrambling to adjust to the “new normal”. Now that a new year is here, let’s look back at the how the lessons learned from last year will transform the field service trends of 2021.

1.     Safety First

If there is one thing 2020 taught us, it is that safety should always be the top priority. Moving forward, companies will be putting a greater emphasis on safety, with many completely re-evaluating and overhauling existing safety protocols to appease customers and workforce.

Customers will be seeking services from companies that observe the best health and safety procedures. In addition, employees also want to feel safe when onsite. If a company does not have adequate safety policies in place, engineers are likely to look for work at a company where they feel their safety will be ensured. Therefore, strict safety protocols will have to be a priority for any organization that wants to remain competitive.

2.     Contact (Tracing) is Key

Contact tracing is something that very few of us gave any thought to before last year. Now, it has become a part of our everyday lexicon. As mentioned above, safety will be top priority in field service and contact tracing will have to play an important role.

The very nature of the field service engineer’s job is to go from one place to another, frequently. Therefore, it will be crucial for organizations to see where they’re going and where they’ve been. If you have not done so already, now is the time to invest in apps that can track interactions and support contact tracing efforts. That way, if an employee does get sick or is exposed while on the job, you can easily determine who that person has been in contact with.

3.     Digital Transformation Goes Full Speed Ahead

Digital transformation may have been on the horizon for some time now, but 2020 has brought it front and center. The pandemic has marked a radical rethinking of how field service organizations use technology to do business.

Customer expectations around services and products has shifted completely, and organizations are realizing that simply “getting by” with outdated technology is not a viable option for any company that wants to stay competitive and profitable in a post-COVID world. Specifically, remote technologies like AR and VR, as well as mobile technologies aimed at reducing engineers’ time on site, should be at the top of all organizations’ “must-have” lists.

4.     Rise of the Gig Economy

A gig-economy staffing model has long been on the rise worldwide. According to McKinsey, by 2025 a whopping 50% of field service workers will be freelance. Service leaders seem ready to embrace the use of a blended or outsourced workforce to navigate the challenges of a post-pandemic industry, workforce retirement, the talent gap, and evolving customer needs.

However, if organizations wish to meet and exceed the expectations of the customer, they will need to prioritize mobile tools that will not only enable technicians to complete complex repairs more quickly, but also provide appropriate monitoring capabilities for the company.


We can all agree that 2020 put the field service industry through the ringer, but it has also taught us to be more innovative, more flexible and more resilient than before (both personally and professionally!). And while 2021 will no doubt bring with it a new set of challenges, organizations now have an opportunity to put the lessons learned from last year into practice moving forward.