The Evolution of Service Excellence

Today's equipment service organizations face a perfect storm: rising customer expectations, an aging workforce, and increasingly complex machinery. Traditional service models, where every issue requires an expert technician on-site, are becoming unsustainable. With field service visits costing upwards of $2,500 and one in four requiring multiple visits, organizations need a smarter approach.

What Does "Shifting Left" Mean?

Shifting left is about resolving equipment issues at the earliest, most cost-effective point possible. Instead of defaulting to expensive truck rolls, service organizations can leverage AI to enable remote resolution, guided assistance, or even preventive interventions. The further "left" you shift service delivery, the more efficient and cost-effective it becomes.

The Vance Approach to Shifting Left

At Vance, we're revolutionizing how organizations shift their service delivery left through our AI copilot:

1. Knowledge Democratization

• Transform expert knowledge into accessible guidance

• Enable less experienced technicians to perform at expert levels

• Create a self-improving knowledge ecosystem

2. Smart Triage

• Identify issues that can be resolved remotely

• Provide AI-guided troubleshooting before dispatch

• Ensure the right expertise is deployed when needed

3. Preventive Intelligence

• Recognize patterns that predict equipment issues

• Guide users through preventive maintenance

• Convert potential breakdowns into planned interventions