By Igor Kruglyak, EVP Strategy & Development, 8allocate
The Problem: A Real-World Case Study
Recently, I experienced a roadside emergency that exposed a critical gap in digital service delivery. My late-model German electric vehicle, equipped with connected technology and its own mobile app ecosystem, suffered a flat tire. What followed was an eye-opening journey through an unexpectedly fragmented service experience that highlights a widespread industry challenge.
Despite initiating the service request through my vehicle’s integrated emergency system—which should have transmitted all relevant vehicle data including VIN, location, and service history—I was asked to manually re-enter this information via a web form accessed through an SMS link. This disconnect between the sophisticated in-vehicle technology and the service provider’s systems represents a broader industry failure to leverage available data and technology.
Where Legacy Workflows Break Down
The inefficiencies compounded throughout the interaction:
- Data Redundancy: The service required manual entry of a 17-character VIN despite the request originating from the vehicle’s connected system that already contained this information.
- Fragmented Communication: What should have been a streamlined digital workflow devolved into multiple touchpoints—emergency button, phone call, SMS, web form, and ultimately another phone call from the contractor to confirm location.
- Tracking Failures: The promised “live tracking” feature failed to function properly, requiring constant page refreshes and providing no meaningful visibility into service status.
- Contractor Fragmentation: The service contractor revealed he manages multiple roadside assistance providers through different phones, each sending job details via separate browser links—no unified platform or dedicated application.
Business Costs of Fragmented Service
This fragmentation isn’t just an inconvenience—it represents significant business challenges:
- Customer Satisfaction: Industry data shows that companies implementing fully digital dispatch models see Net Promoter Score improvements of 18+ points compared to traditional methods.
- Operational Efficiency: Service contractors waste valuable time navigating between multiple systems, re-confirming information, and managing fragmented communication channels.
- Data Integrity: Manual re-entry of information increases error rates and delays service delivery.
- Brand Perception: Premium brands risk reputation damage when their service infrastructure fails to match product sophistication.
What Modern Service Orchestration Requires
Modern field service operations require integrated platforms that can:
- Automatically capture and relay all relevant data from the initial service request
- Provide unified interfaces for dispatchers and field contractors
- Enable real-time tracking with reliable GPS integration
- Facilitate seamless communication through in-platform messaging
- Integrate with existing ecosystems including connected vehicle platforms and enterprise systems
- Handle low-signal environments with offline capture and automatic sync.
Leading companies are already implementing these capabilities. For instance, major roadside assistance providers have achieved significant operational improvements by transitioning to 100% digital dispatch models, while luxury automotive brands report dramatic satisfaction improvements after abandoning legacy systems in favor of integrated digital platforms.
PRIME: Orchestrating Digital Field Services
This is exactly the gap PRIME was built to close. At 8allocate, we developed PRIME—our platform for orchestrated, compliant mobile applications—designed to eliminate this kind of service fragmentation.
PRIME addresses the core issues identified in this case study:
- Auto-Context: When a service request is initiated, PRIME automatically captures and distributes all relevant information across the service chain. No manual re-entry, no lost details.
- Contractor App: Field service providers receive a dedicated application that consolidates all job information, navigation, and communication in one interface—eliminating the need for multiple devices and disparate systems.
- Reliable Telemetry: Both customers and service providers gain access to accurate, real-time tracking and status updates that actually work.
- Integrations: PRIME connects with existing enterprise systems, IoT devices, and third-party services to create a cohesive service ecosystem.
- Compliance by Design: Built with enterprise-grade security and regulatory compliance, ensuring data protection throughout the service lifecycle.
Moving Forward
The disconnect between product sophistication and service delivery is no longer acceptable in 2025. Customers expect—and deserve—service experiences that match the technology they’ve purchased. Organizations that fail to bridge this gap risk not only customer dissatisfaction but also competitive disadvantage.
The technology exists today to transform field service operations. Platforms like PRIME demonstrate that orchestrated, intelligent service delivery is not just possible but essential for maintaining market position and customer loyalty.
The question isn’t whether to modernize — it’s how quickly you can move before customers and competitors force the issue.
Ready to close the gap between modern products and outdated service workflows?
PRIME helps enterprises orchestrate field operations with unified data, real-time visibility, and compliance by design. Connect with 8allocate to see how PRIME can modernize your service delivery in weeks, not years.
