In the past, field service organizations’ service delivery was compared only to that of service providers in the same industry. But today, field service organizations are also being compared to the likes Amazon and Uber, who have introduced disruptive and highly effective service models. Customers now demand the speed, visibility, personalization, and real-time communication that these new service models offer.
With the field service market constantly changing, and customer expectations at an all-time high, it’s important for service organizations to find new ways to differentiate. In a recent webinar, our Group Vice President of Product Marketing Paul Whitelam discussed the field service management trends that are reshaping the industry. Keeping these trends in mind is the first step in improving customer experience, operational efficiency, and business agility.
Some of the trends Whitelam introduces include:
- The modern customer’s desire for active participation in service engagements
- Leveraging artificial intelligence, machine learning, augmented reality, the Internet of Things, and big data to streamline human decision-making
- Taking advantages of contractors and the “Gig Economy” to expand coverage and increase service agility
To learn more about the trends reshaping field service management, download the post-webinar report.
For more field service management trends and best practices, subscribe to the ClickSoftware blog.