How To Understand (And Meet) Growing Customer Service Expectations

By Brant Carter, Trimble Field Service Management

Best-in-class service providers are able to balance customer service with productivity to ensure their service provision remains profitable. As customer expectations are at an all-time high, the connection of entire field service operations, from customers and operations to the mobile workforce and intelligence from the field, is paramount in order to prevent vulnerabilities at the various hand-offs in the field service workflow.

Customer Service Expectations

As part of our research for the Insight report, we performed a survey with field service organizations and found that customer expectations are growing.  63% of customers now expect issues to be fixed the first time, 51% indicate a late arrival as their biggest frustration and 53% want tighter service windows.  Clearly service organizations face a lot of challenges in meeting these expectations.  Balancing these requests, while at the same time keeping an eye on operational costs, can be difficult.