Our Premier Field Engineers travel a lot. When customers need assistance during deployments or need a workshop or want to make sure their team is up to speed on what we're delivering, they request us to be onsite and we come on out. The opportunity to be out working directly at the customer site greatly improves communication and our ability to teach customers or accomplish the key tasks for them. I encourage the team to go visit new customers as an opportunity to build a relationship with the key contacts there.
With all that said, there are also many, many opportunities in today's world to solve key technical issues remotely. A few years ago, I was onsite at a customer in Portland, OR and I went to meet the partners who were working on the implementation. They were all sitting together in one conference room away from the IT area and they hadn't talked to the customer directly in a couple days. That was a clear example to me of when an onsite may not be as necessary.
With that said, here are my top 5 situations where remote delivery of implementation services, optimization services or troubleshooting can be delivered remotely:
We've done some remote trainings and I've done several of them personally where I've been bored listening to myself after an hour (let alone how bored the listeners must be). There are ways around this - incorporate video, ask a ton of questions, break for labs throughout the session - so I still think remote training can be effective if done correctly. However, if you have a slide deck and a phone, I can already say it's not going to go great.
Let me know if you have any feedback or items to add to the list.