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Maybe it’s Time to Rethink How Your Business Does Field Service?

By Mike Henstridge

Friday, March 24, 2017

It’s no surprise that technology is greatly influencing how companies interact with their customers on a daily basis. Each touchpoint is an opportunity to strengthen that customer relationship, capture important insights, and build brand loyalty.

However, field service faces some unique challenges in evolving its model to meet the high demands and expectations of the modern customer. Companies now have to depend on a much more in-depth view of each customer to deliver the modernized experience that customers expect. But isolated teams out in the field, in addition to poor resource allocation and lack of mobile support, can make this connected experience difficult to deliver. It seems that everyone has experienced technicians showing up late, without the right tools or technology to get the job done the first time.

It is possible to deliver smarter, more personalized, and faster field service to the empowered customer. It might seem challenging to do, but it’s also worth it.

Service departments play a significant role in the overall business. There are countless different aspects that go into delivering a connected service experience, especially when it comes to field service. From CSR’s who interact with your customers, to dispatchers who oversee work schedules, to technicians who ultimately deliver the service, there are many moving parts. But that’s not what’s important to your customers.

At the end of the day, your service operation is measured by the quality of individual service provided to each customer. The customer doesn’t care about the moving parts or what goes on behind the scenes, they just want the right technician to show up on time during a convenient time window, with the right tools and experience to get the job done the first time, without having to return.

In our experience, the majority of our client’s top frustrations with using their current tools in the field are speed and lack of access to all the information they need. Your customers don’t see all the steps that your CSR’s and dispatchers take to drive the field service process, but that doesn’t mean these steps don’t need to be seamless. To deliver connected field service, CSR’s need customer insights, and easy work order management. When the customer calls in and requests a field service appointment, the CSR needs a full view of that individual customer and their needs, so they can create and schedule the right work order and the dispatchers can pair it with the best field technician for that job.

Most service companies are still using some manual methods to handle their field service. Your field technicians are the ones most closely connected to driving your customer experience, and their interactions with the customer are crucial to influencing their experience. Field technicians are your most mobile employees, however, most current field service technology falls short in fulfilling their needs. When they are armed with the most current information that can be updated in real-time, from anywhere, they are best positioned to deliver that next-generation experience that is expected by your customers.