Field Service Advice: Seize The Moment

By Scott Dutton, product management, CSG Workforce Express, www.csgi.com

If you’re committed to field service success, pay attention to these areas of opportunity.

Truth or consequences? If the moment of truth in field service is the successful execution of the service appointment, then how do we define “success,” and how can organizations ensure they’re prepared to support that success? Field service success can be defined as:

• Convenient appointment windows are provided for customers in terms of date, time, length of window, and days out from the time-of-service request.
• Service technicians arrive when promised.
• Installation, delivery, and other services are completed successfully the first time.
• Customers are happy.