Transforming service into a strategic growth engine.

Give technicians offline tools, optimize service delivery, and deepen customer relationships through self-service. The result is a service organization built for growth.

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01Improve customer outcomes

02Grow service revenue

03Create service capacity

Value at stake

A transformation built around measurable outcomes, not technology in isolation.

$298MMargin impact 496%Return on investment 6×Benefit-to-cost ratio

One connected lifecycle

From fragmented moments to enduring customer intimacy.

Unify commercial and service signals so every interaction improves the next, creating a continuous loop from opportunity to outcome.

01Lead

Recognize service-led growth

Turn installed-base, usage, and service signals into timely commercial opportunities.

02Sale

Shape outcome-based offers

Bring entitlement, asset, and customer context into every contract and renewal motion.

03Service

Deliver proactive outcomes

Resolve remotely when possible and equip field teams to arrive informed and ready.

The future service experience

Intelligence in the workflow. Confidence in the field.

AI, real-time scheduling, and offline-first mobile come together around a complete view of the customer, instrument, entitlement, and service history.

01
AI-guided triageResolve more issues remotely and dispatch with better context.
02
Dynamic resource orchestrationMatch skill, location, availability, and asset need in real time.
03
Offline-first technician experienceKeep the work moving in every lab, facility, and network condition.

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Agilent service professional maintaining analytical equipment

Agilent service expertise, amplified

Connected field operations

Salesforce Field Service scheduling console

A future-ready operating model

Modernize the system of work, not just the interface.

Four connected shifts create the foundation for speed, consistency, and continuous value realization.

Reactive → predictive

Use asset history, telemetry, and service signals to anticipate issues and intervene earlier.

Dispatch-first → resolution-first

Shift demand left with intelligent self-service, remote diagnostics, and guided support.

Siloed → connected

Bring customer, asset, work, knowledge, and commercial context into one operating layer.

Cost center → growth engine

Turn trusted service relationships into stronger renewal, attach, and service-to-sales motions.

Built around Agilent

Protecting what customers already trust while creating what comes next.

The transformation strengthens Agilent’s scientific expertise, service relationships, and global reach with a connected digital foundation designed to scale.

The next chapter

Align around outcomes.
Move forward with confidence.

Explore the business impact

Transforming service into a strategic growth engine.