White Paper

Field Service And Customer Care: Transforming The Customer Experience

Source: TOA Technologies

Within the field service industry, the customer service function is traditionally viewed as a cost center. It’s necessary to maintain customer-facing operations in order to deliver, install or maintain products. Customer service is an essential part of doing business, particularly in the business-to-business (B2B) space or within maintenance organizations.

Field service technicians or call center reps are typically the only personal contact customers have with vendors. Making the most of these touch points and building solid customer relationships is an essential part of customer retention, brand differentiation and a healthy bottom line.

Additional challenges include reduced margins, increased product- and service-based competition and regional, national or global expansion of products and services. It’s time to consider the customer service organization as a potential profit center, rather than a cost center.

To truly transform a customer service operation, organizations need to understand how their customers are changing, how their service model needs to change, how to anticipate customers’ needs and how to strategically address those needs. Finally, learn how to accomplish all of this by leveraging a sophisticated cloud-based field service engine to close the loop for end-to-end customer service delivery.

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