All around the globe, companies realize that “ensuring great customer experience” is crucial to their growth. Technological disruptions and economic circumstances are currently placing field service businesses in an optimal position to transform the way they do business. Both business buyers and consumers have more choices than ever before. And, to satisfy your customers, you must evolve your enterprise’s current service models to keep up with customers’ needs.

Now, let’s consider a scenario. Imagine the life of a field service technician before the smartphone, AI and digitization. They stop by the office in the morning. Get their work orders scheduled for the day. And look at a map to figure out the best way to get to their first destination and check the transport vehicle’s inventory for necessary supplies. And, then hit the road.

In this kind of workflow, there are many opportunities for things to go wrong, and it isn’t easy to address such issues. Without digital tools to manage operations and fuel better communication, you’re setting your technicians up for harder work and creating an environment that makes it hard for your business to run efficiently.

Example of a great customer experience 

For instance: You may start out by giving customers service windows of three hours or more. When a customer waits around for three hours, and a technician doesn’t show up, that person is going to call the office. At that point, the office has to take the complaint, inform the driver, and communicate back to the customer. This can take multiple phone calls and, even then, the driver may be stuck in a traffic jam, need to go to the office to replenish inventory, or still be a work order behind schedule.

 

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