Unleashing the Power of Deskless Workers: A Conversation with Ben Vollmer

Ben Vollmer, a luminary in the field service space, joins hosts Scott LeFante and Will McLendon to share wisdom gleaned from decades at the intersection of technology and service operations. What begins as a journey through Ben's unconventional career path—from real estate appraisal to leading Microsoft's field service business—evolves into a masterclass on driving tangible business value.Vollmer introduces a compelling metaphor that perfectly captures field service's unique position: like Istanbul straddling two continents, field service sits between operational efficiency and customer experience. This dual nature creates both challenges and opportunities, as service organizations must simultaneously optimize processes and prioritize customer satisfaction. As Vollmer notes, "Think about the last brand you left as a consumer. It was probably because of service."The conversation spotlights a massive yet underserved segment of the workforce. With approximately 70% of global workers being "deskless," most technology investments disproportionately target desk-based employees. This represents a significant opportunity for organizations to better equip their frontline workers—particularly field technicians who serve as brand ambassadors during customer visits.Artificial intelligence emerges as a transformative force throughout the discussion, but Vollmer cautions against implementation without clear purpose. He outlines three levels where AI delivers value: personal productivity, team productivity, and organizational efficiency. For field service specifically, AI can prepare technicians before customer visits by providing contextual information about service history and customer preferences, avoiding embarrassing situations like technicians being unaware of previously missed appointments.Perhaps most compelling is Vollmer's challenge to consultants and technology leaders: focus relentlessly on business value. "The amount of customizations I've seen consultants do that have zero value is so high it isn't funny," he notes. Instead, every technology decision should answer fundamental questions about how it reduces costs, improves processes, or enhances customer experiences.Ready to transform your service operations? Start by exploring the business Copilots shipping with products today, connecting with the vibrant Microsoft community, and most importantly, viewing your field technicians not just as repair people, but as the face of your brand in the field.Send us Fan Mail