Are You Following These Best Practices for Accurate Answers in the Field?
Author: Katelyn Burrill
When it comes to field service, it only makes sense that your mobile workers are your company’s best brand ambassadors. In most service industries, they are the people who interact face to face with the customer, and whose ability to solve problems in the moment, can make or break your relationship with that customer. So how is your service organization monitoring continuous improvement, and ensuring that technicians are armed with the information and the skills they need to master every service moment?
Aberdeen created this easy to follow checklist with best practices on leveraging data in the field so technicians can resolve issues faster.
With customers expecting quick results from service organizations, field workers must begin to make decisions on-site in order to finish the job the first time. In order to do this, field workers need access to different types of information that will help drive these decisions.
Best-in-class service businesses have learned that in order to improve the product and service experience, they need to empower the field workers with insights and capabilities associated with doing their job. Here are a few questions to ask yourself when addressing the data relevance issues for your service organization:
- What information is accessible to employees?
- How easy is it for employees to find the data they need?
- What insight are we gaining from this information?
Categories:Field Service Management