Connected Customers: Why You Should Form Closer Connections With Your Customers

By Brant Carter, Trimble Field Service Management

The opportunity to more closely link customers into the service delivery workflow has increased dramatically recently and this trend is one that will surely grow over time. Service organizations that invest time and technology in aligning themselves more closely with their customers can see improved growth in revenue - as much as 6%.

The Internet of Things

There are countless predictions on how many billions of connected devices there will be in the next 5 to 10 years, but the exact number is not that important.  What is important to understand is that change is coming and that service delivery teams needs to start preparing now.  There are some immediate actions that organizations can take and the good news is that the payoff doesn't need to wait for the IoT wave to hit.

Connecting customers can mean different things, but one easy way to understand it is to identify the services provided and ensure that you are maximizing the value and relationship you have with your customers.  This can often mean moving beyond the break-fix job and into more proactive monitoring and providing preventative maintenance that guarantees certain performance criteria.