Many organizations have traditionally classified field service as a cost center focused narrowly on the installation and maintenance of physical assets. However, some companies are now looking at field service as a way to build revenue. They see their field service workforce as on-site experts and brand advocates who can deliver an outstanding customer experience (CX) that strengthens the customer relationship.
CX is driven by data. The best way to improve the customer experience is to share a single source of truth across your service teams—contact-center agents, dispatchers, inventory warehouse staff, and mobile workers. Field- service management, built on a customer relationship management (CRM) platform, provides mobile workers with the right information and resources to help the customer the first time. With a mobile app, field-service technicians are positioned to deliver a positive experience consistently and to drive new streams of revenue from anywhere.
“There are obvious consequences to a contact center keeping a customer waiting on hold for 30 seconds on the phone,” says Brian Cantor, principal analyst for CCW Digital, a New York-based research firm and consultancy focusing on CX. “But having a technician show up without the right tools or insights is much more devastating to the customer experience, and it results in frustration and customer churn.”
At the same time, Covid-19 has only put a sharper edge on customer demands. “All of a sudden, getting an issue right the first time wasn’t just about the efficiency of the service experience but a safety issue,” Cantor says. “People were nervous about technicians carrying Covid.” Consequently, Covid-19 has impacted customer expectations about how field service will be delivered. These expectations are pressing organizations to find.
Highlights : In many companies, field-service operations still tend to focus on products and physical assets rather than on the CX that service brings.
Mobile workers need a 360-degree view of the customer to deliver service quickly and efficiently.
As trusted customer advisers, the field-service team is positioned to turn into a pre-sales force when set up for success with training.
This article is posted at salesforce.com
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