In order to meet the growing demands of customers, more and more field service organizations are turning to third-party contractors. Outsourcing employees is much cheaper than onboarding new employees, and allows businesses to easily expand coverage. But working with an external workforce comes with challenges. The contractors have their own objectives and value systems that may not align with your brand.
In the video below, ClickSoftware Chief Marketing Officer Claudine Bianchi discusses the importance of remaining consistent in service delivery, whether it's delivered by an employee or contractor. She explains branding is much stronger when it's consistent across the organization and associated third parties. Watch the full video below to learn more.
If you’re interested in more of Claudine’s thoughts on customer experience and branding, watch this video or check out some of her articles:
- Real Insight: Building a Big Data Bridge to Customer Satisfaction
- The Intersection of Technology and Customer Experience in the Field: Getting it Right
- Artificial Intelligence Is A CMO’s Best Friend
- Customer Expectations vs. Customer Service: A Grand Canyon-Sized Gap
Keep an eye out for more videos from Claudine by subscribing to the ClickSoftware blog.