The Cloud: Up Where Customer Service Belongs
How can service businesses of all sizes leverage the cloud to improve customer experience while lowering operational costs? ClickSoftware and salesforce.com have partnered to create a real-time scheduling and mobility solution enabling companies to enhance customer service.
Why focus on customer service?
Today more than ever, consumers demand superior support—valuing their service experiences so much that 60% say they will often pay more for a better experience. Customer experiences also impact the success of field service companies, because happy customers tell up to six people about their experience while, dissatisfied customers pass on their feelings up to 15 people. Both tendencies influence market share.
How does field service personnel factor into the customer service equation?
Field service organizations looking to enhance customer satisfaction, improve customer retention, and raise profitability in response to these 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.
What’s cloud got to do with it?
When considering the deployment of a new field service management solution, many companies now consider the cloud as their preferred platform. Cloud-based solutions open new doors for field-service companies of all sizes by allowing for the quick, flexible adoption of new technologies that previously proved to be too expensive, risky and time-consuming to deploy. Delivered via the software-as-a-service (SaaS) model, cloud solutions provide several advantages over on-premise solutions:
- Pay as you go
- Rapid deployment
- Immediate ROI
- Free upgrades
Categories:Workforce Management Trends