Reducing Service Trips and Its Effects on Service Delivery and Customer Experience

Field service providers can reduce customer trips with evermore improving technologies in machine learning and digital twins. However, there is more than one aspect that needs to be considered. First, the customer’s intimacy with the provider may shrink with reduced customer service journeys. Furthermore, the reduction of service trips may have a positive influence on ecological sustainability as CO $$_2$$ emissions are reduced. This paper presents an early-stage model to calculate three main KPIs in the service field: Ecological sustainability, Economic sustainability, and Customer intimacy. The model is built on an agent-based and discrete event core that simulates a service provider’s service ecosystem. It is then tested on data from a real-life use case. The results are promising and show interrelationships that need to be further investigated in the future. A particular focus in further research has to lie in understanding the economic splitting of cost and benefit between the customer and the provider.