Field Personnel: Your Most Valuable Players
Author: Francis Dropik
Field service organizations looking to enhance customer satisfaction, improve customer retention, and raise profitability in response to industry trends have made investing in field service-management optimization a top priority. They realize field-service personnel that feel the company manages their schedules effectively and provides the latest customer information—along with the ability to communicate quickly with the back office—provide a higher level of service to customers. This holds true in both the general demeanor of field resources and their ability to respond to customer requests.
ClickSoftware is working with several organizations that have taken steps to improve customer service and reduce operational costs through maximizing productivity. KinCare—Australian based in-home healthcare provider, and Bell Aliant—Atlantic Canada’s leading triple play provider, have each selected ClickWorkforce on the Salesforce platform as their field service management solution of choice.
Below is a Salesforce video explaining the benefit to optimizing the field service day:
This move to prioritize field service, as demonstrated by companies like Bell Aliant and KinCare, is supported by two recent surveys conducted by The Service Council. The research found 43% of organizations indicated interest in broader investments in field service in the next 12-24 months in support of four key initiatives*:
- Process improvement – to ensure prompt customer service and correct resource assignments
- Workforce development – to give the staff the opportunity to learn new skills
- Automation – rather than relying on error-prone and time-consuming manual processes
- Cultural changes – creating a working environment that stimulates the entire staff
All four of these initiatives directly impact the level of customer service that field personnel can provide.
Want to learn from the experts and boost your field service IQ?
Both KinCare and Bell Aliant will be speaking at Salesforce’s Dreamforce ‘14 event on October 13-16 in San Francisco:
- KinCare: Connecting Customers with Care in the Cloud
- Bell Aliant Drives Field Service Efficiency with Real-Time Visibility
ClickSoftware will also have a dedicated both in Moscone North at N1128
*“Achieving the Perfect Workday: Intelligent Field Service Management” by Sumair Dutta, The Service Council Chief Customer Office, June 2013.