09.01.21 -- Equip Mobile Workers With Connected Data

The insurance industry faces an ever-changing consumer environment and high-pressure customer interactions daily. By its nature, insurance representatives must interact with policyholders in difficult times and still provide calm and professional guidance to enhance the customer experience. In a typical insurance organization, especially those that offer property, casualty, and third-party service contracts or home warranties, a variety of field-based services are offered. Insurance adjusters and inspectors assessing claims on-site are often the main points of contact for customers.

In western Maryland, the City of Cumberland maintains more than 150 miles of water mains and 170 miles of sewer mains and provides service to 40,000 customers. Since 2001, the city has been operating under a consent decree with the U.S. Environmental Protection Agency and the Maryland Department of the Environment to remediate combined sewer systems' overflows by separating the two systems, upgrading the wastewater system, and constructing a storage facility. 

When he started his landscaping business 30 years ago, Brian Vidinhar, owner and CEO of Ultimate Innovations, put to use all that his father, a part-time landscaper himself, had taught him since Brian was 10 years old. "My dad taught me the landscaping trade and how to work hard," Brain explains, "so I already had a good grasp of plants and working with them. But I had to learn the ins and outs of the business and the management side through making mistakes and hard knocks."

Our Services Use Cases present summary and analysis of a situational market scenario experienced by one or more of Source Support Services’ customers. Specific customer names and details have been removed for privacy.

Many organizations have traditionally classified field service as a cost center focused narrowly on the installation and maintenance of physical assets. However, some companies are now looking at field service as a way to build revenue. They see their field service workforce as on-site experts and brand advocates who can deliver an outstanding customer experience (CX) that strengthens the customer relationship.