Adopting new technology is rarely the hard part. Getting people to actually use it is.
One of the most common things we hear from utilities implementing ServiceLink is this: our field service reps are good at what they do, and change is hard. Many have relied on the same workflows, tools, and habits for years—sometimes decades—and asking them to work differently can feel like an uphill battle.
The good news is that successful adoption is less about forcing change and more about building trust and buy-in.
Why Field Service Adoption Can Be Challenging
Field service reps are under constant pressure to work efficiently, stay safe, and get jobs done correctly. When a new system is introduced, it can initially feel like an added burden rather than a benefit.
Common concerns we hear include:
- “This slows me down.”
- “I already know how to do my job.”
- “What if it doesn’t work in the field?”
- “Why are we changing what’s already working?”
These reactions are normal—and expected.
Shifting the Conversation from Change to Value
Utilities that see the strongest adoption don’t position ServiceLink as a mandate. They position it as a tool that makes daily work easier.
Field teams tend to respond when they clearly understand:
- How the system reduces manual steps and paperwork
- How it minimizes rework and repeat visits
- How it improves visibility and communication with dispatch
- How it supports them in the field, even with limited connectivity
When reps see personal value—not just organizational value—resistance starts to fade.
Involving Field Teams Early Makes a Difference
Another common trait of successful implementations is early involvement. Utilities that include field service reps in testing, feedback, or pilot groups often see smoother rollouts.
This approach:
- Builds trust in the system
- Surfaces real-world feedback early
- Creates internal champions who help bring others along
Peer-to-peer influence is often more powerful than top-down directives.
Adoption Is a Process, Not a Moment
Internal buy-in doesn’t happen on launch day. It builds over time as teams see the system work reliably and support their day-to-day responsibilities.
Training, clear communication, and ongoing feedback loops all play a role. Just as importantly, acknowledging that change takes time helps set realistic expectations across the organization.
ServiceLink Is Built with Field Teams in Mind
ServiceLink is designed to support how utility work actually happens—across devices, environments, and connectivity conditions. Our goal isn’t to force new ways of working, but to modernize existing workflows in a way that feels practical and intuitive.
We work closely with utilities to support adoption at every stage, from implementation through long-term use, because successful technology is technology people actually use.
