Feeling The Connection - Boosting Customer Experience With Field Mobility

By Bruce Stubbs, Honeywell Sensing & Productivity Solutions

Consumers continue to demand greater levels of customer support, interaction and responsiveness from logistics providers and service companies than ever before. With one bad experience, a customer may never return. The future success of these companies hinges on their ability to evolve their customer service delivery to meet changing customer demands.

Technology plays a significant role in delivering the level of service that customers expect today. However, field service technicians face many challenges when it comes to the technology, or lack thereof, they are provided with to do their jobs. According to a recent study by Honeywell 46 percent of logistics managers said that “meeting the variety of customer requirements” is the greatest challenge they face in optimizing their field workforce. Equipping employees with the appropriate technologies to do their jobs efficiently and accurately can help improve business processes and customer experience.

Connected devices with quick access to order-fulfillment applications via the cloud can change the game for businesses and help boost customer satisfaction. Through the appropriate technology, field personnel can provide one-stop service calls that fix problems on the first visit while being able to upsell customers on the spot.