White Paper

How Home Service Organizations Can Build An Industry-Leading Customer Experience

Source: CSG
Customer Experience

Field service organizations have pursued a range of technology implementations over the past years, but some of the most groundbreaking solutions have resulted in specific benefits.

Augmented reality technology has led to new avenues of self-service for customers as well as new opportunities for technicians to improve their field results and pass on knowledge to the next generation. Artificial intelligence is making scheduling and routing more efficient through automation. IoT-connected devices are delivering a new generation of data-driven service packages, leading to new forms of revenue.

Now, field service organizations must take inventory of the gains and challenges they’ve experienced with this new wave of technology. Demand among consumers for home-based services is rising, and expectations are higher than ever. There is also increased demand for self-service, as both businesses and consumers strive to resolve challenges in less time and at less cost.

This research report explores how field service organizations are currently leveraging their technologies to deliver a better customer experience and drive revenue. It also includes benchmarking information from field service leaders and key suggestions on how to create a field service function that’s prepared for the future.


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