Field Service Engagement

Connect Your Customers

Less than 5% of consumer respondents indicated they received communications from a supplier via Uberized channels such as social media, real-time mobile tracking, Interactive Voice Recognition (IVR) or a suppliers' website.
5% consumers reached via Uberized channels
95% opportunity to reach

The Need for Field Service Engagement Starts with the Customer

Modern consumers hold service organizations to a higher standard than ever before. As early as 2014, a full 89% of field service customers were demanding "Uber-like" tools that could provide the technician name, location, photo and estimated arrival time.

As new consumer services continue to upend customer expectations, will field service suppliers keep up? The answer should be yes.

As was demonstrated by our own field service research, too few field service management organizations stop to examine how new technology impacts customer experiences, in addition to service operations.It's time for a new trend. To remain relevant, service organizations need to put the customer first, and technology second. We must focus on the ways technology can make field service management experiences more relevant to the customer, not just more profitable and efficient.

 

Transition from cost center to engagement driver!

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What is Field Service Engagement?

Field Service Engagement is the connective tissue between service technology and customers. It is the humanside of field service technology that stands to reinvigorate trust, care and quality in our industry.

It’s a framework – and mantra – for achieving new and lasting connections with customers. It’s a model we hope will help you remain relevant and lasting to customers in our evolving economy.

It is a quantifiable set of actions that – if followed –will result in trackable customer retention as a result of our field operations, and streamlined service that can be represented in cold, hard data.

What's Possible with Customer-centric Field Service Operations

The data doesn't lie. Service organizations won't retain customers without a top-notch customer engagement experience. In fact, Accenture reported that a full 64% of consumers reported switching field service providers due to poor customer service.

Improved customer dialogue

Know anyone who loves filling out customer surveys? Neither do we. Adopting a new approach to customer feedback across your organization will ensure you get actionable and accurate information from customers.

Streamlined process

Technology and engagement principles give customers access to mobile and web-based appointment booking, and streamlined contact-to-booking processes. Field Service Engagement principles will improve overall service efficiency within processes.

Heightened skills and pride among field techs

Too few field techs realize the long-term value of their customer-facing roles. New technology and engagement practices can empower techs to be both more productive and empowered in field-based organizations.

Team building

Field service engagement principles rely on improving the organizational experience, both inside and out. The pillars below require unprecedented teamwork and cultural development.

But achieving these ends takes substantial time, effort, and organizational alignment. We have developed the following 4 steps in order to help service organizations get there:

4 Steps to Field Service Engagement

Step 1: Disrupt what Isn't Working

In today's cluttered and highly digital world, our customers' needs are getting left in the dust. Which is why business disruption is the first step in achieving field service engagement. We must disrupt old ways of thinking about service management. And our beliefs, systems and methods for customer communication must be reevaluated.

Step 2: Unlock Improved Service-based Interactions

After disruption has taken place, we must unlock value at every phase of both our external and internal field service interactions. Every customer touch points offers potential. This is about utilizing technology to create deeper human connections with customers.

Advice From an Expert:

"Recognize that every interaction, however small, is an opportunity to create an impression. It's the way you dress, greet the customer, clean up after the work, say good bye, follow up with a call to make sure the customer is happy and more. You don't have to WOW your customers every time, but you must be consistently and predictably at least a little above average. The best companies, and their people, are better than average all of the time. That what's makes them amazing."

Shep Hyken, New York Times Bestselling Author & Speaker

Step 3: Operationalize Human Potential

In today's cluttered and highly digital world, our customers' needs are getting left in the dust. Which is why business disruption is the first step in achieving field service engagement. We must disrupt old ways of thinking about service management. And our beliefs, systems and methods for customer communication must be reevaluated.

Step 4: A Culture of Optimization

The days of building custom field service software, or buying set-and-forget technology solutions, are quickly fading. As cloud technology advances, legacy systems continue to cause major outages and IT headaches. Constant technological change now dominates both the field service landscape, and the end customer experience. We must continue to evolve if we wish to keep customers.

Transition from cost center to engagement driver!

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