05.21.20 -- Service From Home: Lessons Learned When Managing Change In Field Service

A lot of field service organizations have been hit with this new change that requires them to rethink how to run their business. They're looking for support, not only from their organization, but they also want to hear how other companies are holding up in this time of uncertainty. 

If your company recently invested in field service technology, you’re already on the right path to future-proofing your field service operation. The next step is to connect your field service management solution to your customer relationship management (CRM) platform to get a complete view of your customer — and then gauge its effectiveness.

At Lippert Components, there’s no such thing as a typical day when it comes to servicing customers. Campers, manufacturers, and sales and service dealers have different needs, but all of their requests are usually urgent. And although the global COVID-19 pandemic is presenting new challenges, Lippert continues to support its customers — even though they can't help them in person.

POWERHOME Solar deployed the Field Service Lightning mobile application for communication with agents in the field to supplant a legacy customer relations management solution that was inefficient. Without adding additional staff, the company was able to efficiently manage a 70 to 75 percent daily volume increase at call centers and also avoid additional hires that would have been needed to upgrade the legacy system, saving the company almost three-quarters of a million dollars annually.