Creating A Customer Experience That Drives Field Service Profitability

By David F. Giannetto, COO, Astea International, www.astea.com

Leading service organizations are succeeding by striking the perfect balance between technology, flexible processes, and sales psychology-driven behaviors.

Great service organizations don’t just give their customers a good experience — good service companies do that. Great service companies give their customers a good experience while also maximizing the profitability of the relationship. Achieving this isn’t easy. It requires a delicate balance between technology features, adaptive business processes, and even sales psychology — things that the average service manager rarely has time to focus on.