The customer's last mile is the technician's first hour. We run the field operation as a product.
Routing, skills, and parts — optimized for first-time-fix, not just dispatch density.
Knowledge in the hand, agents in the headset, and a feedback loop into engineering.
Communication, expectation, and the emotional shape of a service event.
Re-engineered the service operation to fix more on the first visit and explain the rest.
All three are fine paths. The choice is about your tech estate, not religion.