From Provider To Consultant: The Transformational Power Of Proactive Field Service

By Bulent Cinarkaya, VP and GM, Field Service Management, ServiceNow

If sales starts the customer relationship, and service keeps the relationship going, then proactive service redefines what that relationship can be.

Today’s service leaders are under immense pressure. On one hand, they must limit costs for their business by efficiently managing their people and supply chains. On the other hand, they must also always be on the hunt for business opportunities that can introduce new revenue streams and drive customer loyalty. Proactive service, a model that addresses service needs before they become an issue or makes it easier to solve problems that do arise, accomplishes both goals. It helps service teams operate with greater efficiency and, when fully embraced, can turn field technicians into trusted advisors and consultants, therefor improving the customer experience

In fact, Gartner found that proactive customer service results in higher net promoter scores, customer satisfaction scores, customer effort scores and value enhancement scores.