Field service can sometimes feel like a thankless job. Customers are often unhappy from the outset of a service engagement because the job of the field service professional is to fix something that is broken. Customers no longer view their relationship with your company as a single transaction, but as an ongoing relationship. Today’s service professionals are faced with a bit of an uphill battle.
The mobile phone has transformed how customers expect to interact with service organizations. This white paper will explore the transitioning role of the customer in field service and how the proliferation of smartphone devices has created a demand for self-service solutions in both B2B and B2C markets.
This paper will analyze what factors influence customer perception of the quality of service delivered, how we measure it and ways service companies can improve customer service in the service industry.
At the heart of each IoT deployment is the connected device, or endpoint, (the “thing” in Internet of Things) that is directly related to the underlying technology of the solution as it must support the desired network technology, application capabilities, security requirements, etc. Once it has been determined what functionalities, device standards, and other technologies an IoT endpoint must support, organizations must make the critical, fundamental decision: should we build the endpoint from scratch or buy an off-the-shelf option?
Five Questions for a Field Service Expert podcast featuring Ralph Rio of ARC Advisory Group. Ralph is a vice president and industry analyst whose areas of expertise include field service management, mobility, and the Industrial Internet of Things (IIoT).
The Internet of Things (IoT), and the data that it produces, is transforming the way companies deliver service. This live broadcast with Sr. Product Manager Gary Brandeleer, Field Service Lightning and Henry Liu, Salesforce IoT Product Manager shows you how to leverage the power of device data to deliver proactive service that will create lasting customer relationships — and build your brand.
2019: Navigate Ever-Increasing Customer Demands In An Evolving Service Landscape.
As field service organizations double down on their customer experience initiatives, these five technologies are imperative.
Learn the most common mistakes companies make when investing in GPS fleet management so you can avoid them.
StaffConnect, the leading provider of mobile employee engagement solutions, today announced that Jerome’s Furniture, a third-generation family business, is using the StaffConnect mobile platform to build strong levels of engagement across its entire workforce.
The phrase, “Digital Transformation” has become a buzzword in the service world over the last few years. Yet it is a concept that has many definitions, depending on whom you ask. There is no one right answer. But the “right” answer is what will work for your organization. If you’re NOT one of the 53% of service leaders that have a clear transformation strategy in place, this on-demand webinar is for you.
We’ve made major technological advances in recent years. Most of those advances have practical applications in businesses that impact the level of service to customers. However, what’s really driving digital transformation? How are these drivers affecting OEMs and their bottom line? Where is the service continuum ultimately leading our service delivery organizations? Finally, what can stakeholders do today to prepare themselves for tomorrow’s service demands?
Augmented Reality is providing real-time remote expert assistance. Boston Scientific, a manufacturer of medical devices used in interventional cardiology, has deployed a Merged Reality app to provide clinicians with expert assistance in the setup and use of their life-saving equipment. In this on-demand webinar Eric Prager from Boston Scientific shares the technology and strategy they have deployed to provide immediate expert assistance, help eliminate travel, and increase customer confidence.
Field Technologies Online is the premier resource for the optimization of your field workers, service, and assets. Our goal is to provide companies in the field service, transportation/distribution, government, public works, and utilities industries with information on mobile technologies that can be used to improve productivity and drive efficiency. Here you’ll find valuable resources on topics including field service software, mobile computing, fleet and asset management, and M2M. From real world, firsthand accounts of how your peers are using mobile technologies to drive business benefits to thought leadership on the latest technology advancements and trends; Field Technologies provides the information you need to determine how mobile technology could be improving your organization.