Jill Wagner, Editorial lead and senior manager, Salesforce
From the 360 blog
Your customers expect high-quality service. Field service agility helps you send the right workers, provide real-time updates, and improve satisfaction levels, no matter what comes your way.
If field service agility isn’t currently a priority for your business, it should be. It can boost efficiency, cut costs, improve the employee experience, and grow customer loyalty. On the flip side, a lack of agility can wreck the reputation your company has worked so hard to build and frustrate your frontline service team.
Field service agility is what gives your company the ability to quickly adapt to business, customer, or environment changes. It’s what sets you up for success, no matter what comes your way.
Even in the current, ever-changing economic environment, your customers won’t settle for anything less than high-quality, efficient, and safe field service. But with fluctuating fuel and raw materials costs and unpredictable circumstances, like climate change and world events, it can be hard for any company to achieve field service agility.
Liat Barzily, a director of product management at Salesforce, is familiar with the rapid pace of change in recent years. “If anything, our new world has reinforced the idea that field service changes on a daily basis,” she said. “Service providers have to be very creative, very agile, and have to react quickly to the conditions in the field.”
How can you improve your organization’s field service agility? Start at the top. Here’s how field service management can set you up for success.