By Emily Stanford, Salesforce
It’s no secret that technology is transforming how companies are interacting with its customers on a daily, hourly, minute-by-minute basis. Each touchpoint is an opportunity to deepen that customer relationship, glean important insights, and build loyalty to your brand.
However, field service in particular faces unique challenges in evolving its model to meet the needs and expectations of the modern customer. Companies depend on a 360-degree view of each customer in order to deliver the modernized experience that customers expect. But siloed teams out in the field, in addition to poor resource allocation and lack of mobile support, can make this connected experience difficult to deliver in the field. It seems that everyone has a horror story of a field service experience with technicians showing up late, without the right tools or technology to get the job done the first time.