Improving the customer experience has been a key strategic initiative for field service organizations this year, and field service management provider ServicePower introduced a new product module today as part of its unified suite to help companies achieve that goal. I sat down yesterday with Marne Martin, CEO of ServicePower, to discuss why this focus on the customer experience is so critical, and to get her thoughts on some of the ways that the field service customer experience will evolve in 2018.
first asked Martin how she would summarize the increasing pressure that field service organizations face in relation to customer demands. We always hear tales of how consumer experiences with companies like Amazon and Uber bleed into what customers expect in a field service experience, and Martin’s thoughts were that this is attributed mostly to the customers’ desire for a seamless digital experience. “Customers want faster service, and more knowledge around their service events,” she explains. “Many are also seeking a better digital experience – not many customers want to talk on the phone with the technologies readily available today. The convenience of a portal to find information, schedule appointments, and communicate with the service provider other ways is appealing.” Any field service organization that isn’t already needs to be seeking ways to provide this seamless digital experience.
To do so successfully, Martin notes that you need to look for ways to understand how to be a trusted advisor to your customer base. “There are many opportunities to more closely align sales and service – to incorporate tailored offerings that provide an opportunity to increase your revenue,” she says. “But you have to be able to accomplish this by being a source of convenience to your customers – by providing insight and offerings tailored to them and specific to their needs, so that you’re providing value instead of becoming an annoyance.”