Running a service organization without a strategy is akin to sailing a boat without a rudder. Whichever direction the wind blows will be where you’ll end up. In the case of most businesses, clients and sales are the wind which cause the service organization to be in a constant reactive state. This continual mode of reacting creates turmoil, and doesn’t allow the organization to look beyond its immediate customer support offerings and deliver proactive and predictive services.
The American workforce has changed drastically over the past decade due to the emergence and crystallization of the so-called gig economy. An estimated 15.5 million US residents maintain alternative employment arrangements wherein they work as independent third-party service providers or bounce between a number of regular temporary assignments, according to research from the Bureau of Labor Statistics. These floating professionals operate within numerous industries, from the peer-to-peer service arena populated by companies such as Uber and TaskRabbit to traditional spaces like construction and mining.
Field service management becomes more complicated every year. Companies face rising expectations from customers who demand instant service delivery and professionalism. At the same time, businesses complain about insufficient resources to manage the tasks and young employees demanding advanced tools supporting their work. With these obstacles, delivery of excellent service and earning customers’ trust become areas of concern.
When we assess customer service effectiveness in a company, we focus mostly on KPIs based on time – SLA compliance, mean time to complete a work order, and number of orders per day. However, time should be perceived as a key driver of service development, not only as one efficiency indicator.
Remote Expert guidance is the ability to connect with virtual specialists immediately by sharing live video, audio, telestration and augmented content.
Have you ever heard of the “traveling salesman” problem? It goes like this: If a salesman must visit all 48 capital cities in the continental United States and visit each city only once, what path should he take to yield the shortest overall distance?
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.
tyntec, a global cloud communications provider, and Navixy, a worldwide developer of GPS tracking and telematics software, recently announced a strategic technology partnership.
You need to know what is happening in the field, where work is being done and needs to be done. Staying current on field activities can be a hit and miss exercise, but it doesn’t have to be. ArcGIS field apps help you use the power of location to achieve improved coordination and greater operational efficiencies in field workforce activities.
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?
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.